Under the general supervision of the HR Operations Section Chief, the successful candidate will oversee the administration of allowances for overseas staff and long-term experts, ensuringtimely and accurateprocessing of allowances, effective application of relevant policies, and efficient operation of day-to-day, cyclical, and ad hoc processes, contributing to the overall efficiency and effectiveness of the HR Operations team. The HR Officer will lead the Overseas Allowances team and workclosely with key partners and stakeholders in CSF, FIN, HRD, and ITD, among others.

Major Duties and Responsibilities

• Assume subject matter expertise for overseas allowances, overseeingsound application of policy and process controls to ensure the accurate administration and disbursement of allowances, mitigating reputational and financial risks for the organization.

• Monitors and managesrequests submitted via the MyHR (ServiceNow) case management system, determining appropriate priorities for issues resolution based on request type and urgency. Definesapproach to allocation of requests among HR Analysts, managing and mapping out clear escalation procedures for the team.

• Establishes consistent practices and interpretation of allowances policies. Ensures the proper documentation of streamlined processesand standardizes practices, as necessary.

• Manages workflows related to employee requests, developing timelines, effectively delegating work to HR Analysts based on workload/expertise, and monitoring resolution/escalation processes to ensure all cases are addressed according to SLAs.

• Manages complex customer inquiries, adhering to Fund policies and documenting actions properly in HR systems, overseeing inquiries until all elements have been resolved. Escalates issues further within HR Operations or to the Total Rewards Benefits Policy team as needed.

• Oversees records management and issue resolution systems, collaborating with HR Analysts within team to identify/resolve workflow bottlenecks and optimizingthe MyHR (ServiceNow) configuration, as needed. Safeguards and maintains the integrity and accuracy of employee records and data, enabling reliable benefits administration and transactions.

• In collaboration with the Total Rewards Division, contributes significantly to the streamlining and optimization of policy and processes by recommending changes to overseas HR policies based on client and stakeholder feedback, precedent-setting cases, and own work, ensuring materials and handbooks are timely and remain clear to understand. Ensure all relevant HR services content and information (procedures, policies, controls, self-help guides, etc.) available to employees is kept current.

• Depending on the nature of the query, escalates across to COEs and SHRPs/HRBPs to facilitatecase management and knowledge transfer, maintaining large breadth of HR knowledge, evaluating policy effectiveness, and promoting HR Operations alignment within the Department.

• Performs other duties as assigned.

Qualifications

A master’s degree, or equivalent, in Human Resources or a related field;or a bachelor’s degree in human resources or a related field, supplemented by a minimum of six years of relevant professional experience; or a minimum of two years of relevant experience at grade A08, or equivalent, is required.

In addition, the successful candidate should possess the following qualifications and competencies:

• In-depth knowledge of policies, practices, and programs within HR, with an understanding of own operation areas and broader context of Fund policies and procedures. Makes sound decisions based on seasoned experience.

• Detail oriented with full awareness of the fiduciary responsibilities and potential risks in administering high value benefits and in transaction processing and approving.

• Proficiencywith the Fund’s use of PeopleSoft, Workday, and ServiceNow with HR processes.

• Ability to oversee/direct HR Analysts in the team, encouraging teamwork consistently and exhibiting good judgement in managing workflow and delegating work.Motivates staff performance and fosters an environment of effective teamwork while developing staff.Ability to train and coach junior and senior HR Analysts on relevant benefit programs, maintaining accuracy and quality in work products, according to Fund HR Policy.

• Excellent organizational and planning skills. Ability to manage the team’s work, generate, and recommend innovative and practical solutions that improve client and administrative experience. Ability to respond quickly to varied and competing priorities and to adapt to changing client needs or deadlines. Ability to work efficiently withina team, under pressure in multiple areas and/or on more complex tasks.

• Excellent interpersonal, oral, written, and persuasive communication skills. Presents well-reasoned and technically sound arguments in a persuasive manner. Communicates effectively, orally and in writing, with all levels of staff, including on difficult, sensitive, or complex subjects.

• Strong client focus. Approaches departments, colleagues, and employees with a service orientation and understanding. Exercises the utmost discretion, empathy, and sound judgment in handling complex and sensitive matters.

• Proven conceptual, analytical, problem-solving, and evaluative skills. Ability to conduct independent research and analysis, drawing conclusions, formulating options and recommendations, and presenting results to a wide audience. Ability to establish precedent and to carry out effective problem resolution, including in cases not directly covered under current policy.