HR Shared Services Quality Specialist or Senior Associate

Human Resources
1800001254 Requisition #
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Human Resources Specialist or Senior Associate 
HR Services Team 



The Human Resources Department (HRD) is responsible for the administration and development of the human resources of the Bank. It also oversees the implementation of the Human Capital Strategy and its deliverables, building and implementing programs and methodologies in direct support of the Bank’s results-based business model, and focusing on the development of the Bank’s talent and technical skills capacity. 
We are searching for a professional to join the HR Shared Services Team to support HR Shared Services delivery across the Bank Group. You will work under the supervision of the Operations Principal Specialist in charge of the HR Shared Services Team.

What you’ll do:


  • Design and implement the HR Shared Services Quality Program, to monitor response times and quality of service per line of service, and producing dashboards in the HR Services Now platform to monitor SLAs, dimension overall costs against delivered results, and forecast resource needs for the HR Service Center;
  • Lead the definition of a progress monitoring methodology to measure baselines and key performance indicators (KPIs) for the assessment of the effectiveness and quality of the client services delivered by the HR Shared Services, including engaging with Bank Group offices to develop/update baselines for HR services that are/will be centralized (such as Complementary Workforce (CW) hiring, procurement, and payment)
  • Lead efforts to identify data quality issues in all HRD processes, design a methodology to strengthen internal controls, design training and other interventions to correct data entry errors, and coordinate with designated focal point in the Data Analytics (VPF/ADS) to identify data quality and other issues affecting Data Compliance dashboards; work with HR Shared Services and all HRD divisions’ SMEs to review data entry processes, system improvements and current permissions to read and edit HR Master Data.  
  • Under the supervision of the HR Shared Services Team Lead, periodically report to HRD Management on data quality issues, deployment of new policy initiatives and their impact in quality of data and processes and other monitoring reports, as needed.
  • Lead efforts to expand capabilities and services in the HR Services Request platform, contributing to the reengineering of back and front-end business HR Shared Services processes utilizing existing technical resources in the HRSNOW solution platform;
  • Lead efforts to produce internal reports and dashboards in ServiceNow, using KPIs and HR process management data for all lines of service;
  • Lead and design the data cleaning of existing HR employee records in SAP ensuring data accuracy and implement strategies and effective measures to avoid future data entry issues.
  • Contribute towards the strengthening and or implementation of processes to maximize efficiency and effectiveness in the execution of the HR Shared Services business plan program and in any other internal processes related to the team.
  • Contribute to the design and implementation of new HR Services Platform modules to improve data entry and services’ quality, such as CW Prescreening, Staff and CW TORs Wizard, CW Evaluation modules, Benefits’ input forms and certifications, Relocation processes, etc.
  • Active participant in the full life cycle program management of systems reengineering, including mapping of Business Processes, Configuration, testing, and training of all SAP 1.2 HR/ Service Now modules.
  • Demonstrate thorough knowledge of policies and procedures, provides technical mentorship to more junior staff, and may act as a resource to coach and train others.
  • Demonstrate working knowledge of Bank systems, including but not limited to SAP, Convergence, ServiceNow, Taleo, Careerpoint, e-File, etc.

What you’ll need:

Citizenship: You are a citizen of one of our 48-member countries. We may offer assistance with relocation and visa applications for you and your eligible dependents.

Consanguinity: You have no family members (up to fourth degree of consanguinity and second degree of affinity, including spouse) working at the IDB Group.

Education: You hold a Master’s or equivalent degree in Business Administration, Human Resources, Organizational Development or related field.

Experience: You have at least 7 years working in the design and implementation of progress monitoring and evaluation methodologies, data analysis, and advance use and management of enterprise platform. Supervisory experience is required. Experience in Bank operations or HR programs administration will be equally considered as an specialization asset. Proficiency in SAP and preferably ServiceNow Case Management system. Experience in working with cross-functional groups. Demonstrated interpersonal, organization and time management skills. Knowledge/experience with international organizations is preferred. Demonstrable ability to analyze and improve work processes and policies. Capacity for mentoring and leading subordinates.

Languages: You are proficient in English and Spanish, both oral and written.

Technical Competencies (Ctrl + Click)

Core Competencies (Ctrl + Click)

Opportunity Summary:
Type of contract: Fixed-Term
Starting date: January 16, 2019 (tentative)
Location: Washington DC
Our culture: Our people are committed and passionate about improving lives in Latin-America and the Caribbean, and they get to do what they love in a diverse, collaborative and stimulating work environment. We are the first Latin American and Caribbean development institution to be awarded the EDGE certification, recognizing our strong commitment to gender equality. As an employee you can be part of internal resource groups that connect our diverse community around common interests.
We encourage women, afro-descendants, people of indigenous origins, and persons with disabilities to apply.
About us: At the IDB, we’re committed to improving lives. Since 1959, we’ve been a leading source of long-term financing for economic, social, and institutional development in Latin America and the Caribbean. We do more than lending though. We partner with our 48-member countries to provide Latin America and the Caribbean with cutting-edge research about relevant development issues, policy advice to inform their decisions, and technical assistance to improve on the planning and execution of projects. For this, we need people who not only have the right skills, but also are passionate about improving lives.
Our team in Human Resources carefully reviews all applications.



The IDB offers a competitive benefits and compensation package.

The IDB is committed to diversity and inclusion and to providing equal opportunities in employment. We embrace diversity on the basis of gender, age, education, national origin, ethnic origin, race, disability, sexual orientation, religion, and HIV/AIDs status. We encourage women, Afro-descendants and persons of indigenous origins to apply.

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