Knowledge Management Associate
Chennai, India
JOB DETAIL
Description
“Please note this requisition has 2 positions”
Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. For more information, visit www.worldbank.org
The WBG Finance & Accounting Vice Presidency (WFA) is responsible for all aspects of the financial reporting and internal control framework for the IBRD, IDA, IFC, MIGA, and the extensive Trust Fund/Partnership portfolio of these entities. WFA comprises the following functions: Financial Instruments Accounting and Valuation; Loan and Trust Fund Operations; Accounting Business Services; Financial Reporting; Accounting Policy; Documentation and Communication; Advisory Services; and Operational Risks and Controls. These units collectively include approximately 450 staff, of which 100 are in Washington, D.C. with the remainder in regional offices including the largest in Chennai, India.
WFA AskAccounting Chennai (WFAAN)
WFAAN is located in Chennai and functionally reports to WFACO. AskAccounting performs these core functions:
• Client Support on queries related to payment, travel, requesting and paying for goods and services, leave and attendance recording system (LARS), Country office Accounting and Vendor Master Records.
• Documentation for the Accounting Business Services website and communication to RM family, transaction specialists (TSps) and task team leaders (TTLs)
• Transaction Support including – 1) Transaction Specialist Portfolio (TSp Portfolio) provides learning, accreditation and outreach support to TSps. 2) Credit limit increases on Global travel card.
• Vendor Call Backs requesting confirmation from vendors on change requests to their master data
WFAAN is looking to recruit a suitable candidate for the Knowledge Management Associate position in the team. The candidate should be willing to work night shifts and be flexible to change shifts based on business requirements.
Duties & Responsibilities:
The Knowledge Management Associate will be responsible for these core functions:
Client Support:
• Provide client support via phones and emails on Payment, Goods and Services, Travel, Travel Accounting, and LARS
• Provide subject matter expertise on any of the content areas
• Review calls and emails of the team and provide feedback to analysts
• Review training material; Deliver training for the unit
• Initiate weekly and fortnightly knowledge huddles; Share content discussed with the team; Upload shared documents to WBDocs; Coordinate meetings with business owners/ITS regularly to resolve pending issues and share enhancements received
• Generate and prepare the weekly, monthly and quarterly reports for the unit
• Review internal processes and suggest process improvements
• Send surveys to clients and collate client feedback on services provided; Clarify survey comments with clients within one week of receiving the comments; Record moderated details as per survey moderation process; Suggest process improvements to senior management
Documentation:
• Identify, author and review pages on the Accounting Business Services site (http://accounting – Intranet link) as per writing style guide and ensure content accuracy; Participate in user acceptance testing (UAT); Close documentation ticket within deadline communicated/planned
• Manage small to medium documentation projects; Coordinate with business units and participate in project meetings; Coordinate with team and ensure documentation completed within deadlines
• Author and review process documents; Coordinate testing of process documents created
• Liaise with business units to clarify documentation requirements; Participate in documentation project meetings
• Review and update training material; Participate in documentation training; Mentor new authors
• Triage and post news items to the Accounting Business Services website; Post travel related kiosks myTravel; Submit kiosks to Internal Communications team within TAT
• Author project, fiscal year-end, regular and ad hoc related announcements and kiosks
• Train analysts on news production and publishing activities
TSp Portfolio:
• Update the accreditation learning material; Schedule sessions and record completed sessions; Respond to participant questions within TAT; Prepare and review final accreditation worksheets and learning review documents
• Manage TSp role approvals in SAP as per required criteria; Maintain all relevant documents in WBDocs.
Selection Criteria
• A Bachelor’s degree
• Three to five years of experience. Experience in handling help-desk operations will be an added advantage.
• Excellent written and verbal communication skills
• Strong analytical skills
• Attention to detail
• Ability to gather, organize, and present data in a user-friendly format
• Basic skills in MS Word, Excel and PowerPoint
• Working knowledge of data analysis and visualization tools such as Power BI, Power Automate, MS Excel, and programming languages (Python) to design, maintain and improve existing reporting applications
• Ability to execute tasks independently
WFA Core Competencies:
• Deliver Results for Clients – Contributes to delivery of results for client on complex issues. Sets challenging goals that align with the WBG mission and is always looking to improve. Understands clients’ most pressing challenges and contributes to solutions. Takes personal responsibility for producing high quality work, identifying and informing of risks, and delivering results for clients.
• Collaborate within Teams and Across Boundaries – Keeps others fully informed to ensure integration and work consistency. Approaches conflicts as common problems to be solved. Seeks and listens to input from others to inform own decision making and openly shares information. Frames thinking/actions with a WBG corporate perspective in mind.
• Lead and Innovate – Brings new and different insights. Applies critical thinking to current approaches, identifies areas for improvement, and tries new solutions that drive results. Considers own behavior in context of WBG’s values and mission and recognizes impact one has on others. Operates in ambiguity and changing needs and supports others to do the same.
• Create, Apply and Share Knowledge – Contributes to the department’s and WBG’s body of knowledge by applying lessons learned and expertise. Actively invests in own knowledge and seeks feedback. Builds personal and professional networks within and beyond the work group.
• Make Smart Decision – Leverages available data and makes timely decisions. Seeks and analyzes facts, data and lessons of past experience to support sound, logical decisions regarding own and others’ work. Applies cost/benefit analysis to meet work program objectives. Contributes to decision making by providing relevant risk-analysis. Shows initiative when necessary, and makes decisions in a timely manner within own area of responsibility.
• Client Understanding and Advising – Looks at issues from the client’s perspective and takes action beyond normal expectations to ensure client satisfaction. Analyzes situations and determines alternative or creative scenarios and approaches to add value to the business in new and different ways. Works within the team and with other specialty areas to define client needs and develop the best approach to meet client needs. Sees how ideas and best practices from other specialties can be adapted or applied to address client issues.
• Broad Business Thinking – Maintains an in-depth understanding of the long term implications of decisions both for department and the client’s business. Ensures that decisions are supported by relevant stakeholders as well as sound performance data. Effectively communicates recommended changes to clients and how they will affect their business using the client’s own terminology with limited jargon while attempting to minimize day-to-day disruption of operations.
• Project Management – Demonstrates a practical knowledge of project management principles and techniques. Plans, defines, and manages some phases of projects within a department or area. Uses project management standard tools, methodologies and processes, and can apply them to some project phases in settings including cross-functional teams. Identifies resources required and their appropriate role and skills.
• Analytical Thinking – Interprets data and reviews for non-conformity and gathers further information in response to problems. Collates and reports information. Identifies direct cause-and-effect relationships. Identifies trends and exceptions. Investigates to define problems more accurately. Analyzes relationships among a few parts of a problem or situation. Makes simple causal links (A causes B) or pro-and-con lists, analyses or possible decisions. Sets priorities for tasks in order of importance and follows through. Makes ideas or situations clear, simple, and/or understandable. Assembles ideas, issues, and observations into a clear and useful explanation. Restates and/or interprets existing observations or knowledge in a simpler fashion. Is prepared to look beyond the data for solutions.
• Policies and Procedures – Seek out opportunities to further understanding of relevant policies and guidance. Identify areas for improvements in existing policies and procedures. Emulate best practices in completing own work program. Provides guidance to junior staff and plays a role in transferring skills and knowledge to others. Risk and Controls – Demonstrate good understanding of risks and internal control procedures pertaining to various activities in own functional areas. Able to identify potential internal control gaps and propose possible mitigating control procedures. Ensure compliance with overall risk and internal control procedures. Knows and adheres to business boundaries and compliance.
• Information Technology and Systems – Leverage information technology systems and applications to improve productivity and efficiency. Provide inputs to IT system enhancement efforts based on day to day working experience and knowledge of the systems.
• Communication – Utilize appropriate tools and techniques to explain technical information in plain language. Present information in a logical and organized manner both in speech and in writing. Writes effective correspondence, prepares questions and reports, statements of circumstance and briefing notes.
World Bank Group Core Competencies
The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.
We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.
Learn more about working at the World Bank and IFC, including our values and inspiring stories.
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