DUTIES AND RESPONSIBILITIES:

• Serve as the single point of contact for staff relocating on all types of Mobility Assignments to the country offices in the regional portfolio, providing end to end support to help staff to settle in quickly in the assignment location.
• Provide advice on the relevant policies and procedures underpinning the support for Global Mobility Assignments and expert interpretation and guidance to clients.
• Work closely with recruiters and HR business partners to forecast and prepare for new hires and new assignments in portfolio of countries.
• Advise staff on HR actions to initiate the relocation process by closely coordinating with the recruitment team and HR Business Partners on information related to type of assignment, position number, assignment duration, etc.
• Hold briefing calls with staff and spouse/domestic partner (where relevant) to thoroughly explain relocation process, medical clearance (as applicable), customized assignment benefits summary and estimates.
• Connect staff with the various relocation partners that will support staff and families throughout the relocation process, including the WB Family Network, Regional Focal Points, Destination Service Providers, Security, and Resource Management.
• Authorize the services of Destination Service Providers and monitor expenses and quality of services in the portfolio.
• Engage with a wide range of stakeholders by providing policy clarifications to staff and other internal client groups and work towards resolving any issues escalated by staff or stakeholders.
• Effectively support staff and families through evacuations by providing policy guidance, creating memos, running reports, suspending benefits when required, and coordinating closely with all relevant stakeholders through process completion.
• Actively participate in efforts to share knowledge and improve functional excellence, including contributing to bi-weekly benefits governance calls, working groups, and ad-hoc projects within the units, the Center of Expertise, Client Services, or with other key partners.
• Develop location-specific resources/ tools for the Global Mobility Portal e.g., Relocation Guides, checklists, key pointers etc.
• Identify market-specific trends to help improve global mobility services.
• Maintain case hygiene in case ticketing tool (Service Now) to ensure efficient case management, follow up, and assessment of workload.
• Support HR’s drive to improve data quality and accuracy in systems through partnering with the Global Mobility Data Analyst and Mobility Specialists to generate reports, feed the team’s dashboard and scorecard, and develop insights to improve team performance and inform decision making.
• Work closely with the World Bank Family Network to help spouses/partners to identify local contacts and resources.
• Advocate for and implement inclusive practices within global mobility processes considering the diverse needs and backgrounds of assignees.

Selection Criteria

• Bachelor’s degree in business, management, HR, logistics and a minimum of 2 years’ client/service delivery experience.
• Strong client-service orientation, diplomacy, and engagement skills.
• Experience in benefits administration.
• Experience in international relocation industry and global mobility services strongly preferred.
• Knowledge of HR policies, processes, and benefits highly desirable.
• Ability to build strong partnerships across boundaries, work collaboratively, and engage others.
• Ability to work independently and effectively in a virtual team.
• Proactive, resourceful, problem-solving with the ability to balance the interests of multiple stakeholders.
• Strong analytical and project management skills with the ability to articulate issues and recommend solutions.
• Strong oral and written communications and presentation skills.
• Ability to translate complex data for a variety of audiences, and experience with preparing client-ready materials.
• Attention to detail.
• Ability to prioritize amongst multiple tasks and work well under pressure.