Do you want to build a career that is truly worthwhile? The World Bank Group is a unique global partnership of five institutions driven by a bold vision to create a world free of poverty on a livable planet. As one of the largest sources of funding and knowledge for developing countries, we help solve the world’s greatest development challenges. When you join the World Bank Group, you become part of a dynamic, diverse organization with 189 member countries and more than 120 offices worldwide. We work with public and private sector partners, invest in groundbreaking projects, and use data, research, and technology to bring tangible and transformative changes around the globe. For more information, visit www.worldbank.org.
The WB Finance & Accounting (WFA) Vice Presidency is responsible for all aspects of the financial reporting and internal control framework for IBRD and IDA, and the extensive Trust Fund/Partnership portfolio of the WB entities. It supports an appropriate fiduciary control framework and administering disbursements for Bank lending and leads the client service function for the WB’s corporate expenses.
Organizationally, WFA is comprised of three departments: (1) Corporate Accounting and Reporting, (2) Trust Funds and Loans, and (3) Financial Operations. In WFA, our mandate supports both internal and external clients while we focus on delivery, optimization, impact, and people & culture.
Within WFA, AskAccounting (WFAAN), based in Chennai, operates under the Financial Operations department and is responsible for the following core functions:
• Client Support on queries related to administrative expenses such as official travel, payroll, payments to vendors and consultants, tax, country office accounting, and vendor master records.
• Documentation for Accounting Business Services SharePoint site and communication to internal stakeholders including finance staff, task team leaders (TTLs), and budget approvers.
• Transaction Support including managing the corporate card limit authorization and maintenance.
• Update authorization via work centers in SAP for country office accountants across the World Bank.
WFAAN is looking to recruit a suitable candidate for the Knowledge Management Analyst position in the team. The candidate should be willing to work night shifts and be flexible to change shifts based on business requirements.
The Knowledge Management Analyst at AskAccounting will be responsible for these core functions:
• Plan and allocate resources for service desk operations, ensuring adequate coverage and efficient functioning across all service desk hours including nightshift.
• Manage daily adherence to schedules, monitor First Contact Resolution (FCR) rates, and ensure compliance with Service Level Agreements (SLAs).
• Coordinate leave management and backup planning across all processes and desk coverage, in consultation with the Team Lead, to ensure uninterrupted service delivery.
• Collaborate with the ITS team to maintain and ensure functionality of service desk systems such as CRM and Contact Center Telephony.
• Prepare and deliver regular and ad-hoc reports to support team performance tracking and decision-making.
• Manage quality assurance initiatives, monitor key performance indicators (KPIs), ensure timely resolution of client queries, and coordinate training programs.
• Develop expertise in at least one content area, provide client support via phone and email, and serve as a Subject Matter Expert (SME) to support the team.
• Identify and address training needs, coordinate effectively with stakeholders, and manage escalations with professionalism.
• Review and enhance business processes and manage projects involving testing and implementation of system enhancements.
• Address client queries and manage escalations with professionalism and efficiency.
• Work closely with the team leads in executing the work program and achieving operational goals.
Documentation:
• Plan and allocate resources for the documentation portfolio in consultation with the Team Lead to ensure timely and efficient delivery.
• Manage regular documentation requests and projects from initiation to completion.
• Liaise with stakeholders in business units to clarify documentation requirements and actively participate in project meetings to align deliverables.
Change Management & Announcements:
• Author and review announcements and kiosk content to ensure clarity, consistency and alignment to style guides.
• Develop and maintain change management resources such as videos, one-pagers, and other support materials.
• Plan and disseminate project-related, fiscal year-end, regular, and ad hoc announcements.
Selection Criteria:
• Bachelor’s or Master’s degree in a relevant discipline
• A minimum of three years of relevant experience in client services and service desk supervision with a multinational organization
• Strong verbal and written communication abilities, with the capacity to express ideas and opinions clearly, confidently, and without errors.
• Strong data analytical skills with knowledge of AI/ML and attention to detail
• Proven ability to manage projects effectively, ensuring timely delivery and stakeholder alignment.
• Ability to gather, organize, and present data in a user-friendly format that supports decision-making.
• Proficient in Microsoft Office and Power Platform tools, including MS Word, Excel, PowerPoint, Power BI, and Power Tools, with the ability to present information in a clear, actionable format that supports effective business decision-making.
• Should be client focused, flexible and work effectively with other staff in the unit and outside.
• Ability to deal sensitively in a multi-cultural environment and build effective working relations with clients and peers.
