HR Specialist, Global Benefits

At the World Bank, a member of the World Bank Group (WBG) , you’ll join a diverse, global community working across cultures, disciplines, and borders to address the world’s most pressing development challenges. With 1.2 billion young people reaching working age in the decade ahead, the challenge of job creation has never been greater. Through partnerships across 145 countries and more than 182 offices worldwide, we work with governments, private sector, development partners and other stakeholders to invest in people, strengthen markets, and deliver scalable, data-driven solutions that generate more and better jobs and improve lives. For more information, visit https://www.worldbank.org/en/who-we-are/ibrd VPU Context In positioning the World Bank Group (WBG) as an employer of choice and leader within the development community and to better respond to the diversified needs of the organization’s shareholders and staff, World Bank Group Human Resources Vice Presidency realigned itself by building a One WBG Future-Ready Workplace composed of the following departments: • WBG Client Services - IBRD Client Services and IFC Client Services (HRDCS and CHR) Departments that incorporate an end-to-end staffing model and support the implementation of HR plans and processes for their respective client teams. • One World Bank Group Talent Acquisition Global Mobility (HRDTM) Department, a newly established department that supports the implementation of strategic recruitment and mobility related initiatives including program management, insightful and forward-looking analytics, process reengineering, while contributing to a positive experience for candidates and staff worldwide. • One World Bank Group Employment Policy, Compensation and Systems (HRDPC) Department that provides an integrated approach to managing employment policy and staff rules, driving compensation and benefit programs, and supporting service solutions, systems, and analytics. • One World Bank Group Performance, Career and Learning (HRDTD) Department that brings together the entire talent management lifecycle to maximize and leverage innovative solutions and strategies for increasing the WBG’s organizational and individual performance and capabilities. BACKGROUND AND UNIT SUMMARY The One WBG Human Resources Department for Employment Policy, Compensation Systems Unit (HRDPC) is one of the Centers of Expertise in Human Resources. Its role is to design, develop, implement, and administer employment, compensation, and benefits policies and programs in its Headquarters (HQ) in Washington, D.C., and over 130 country offices. The HR Specialist, Global Benefits position is with the Global Benefits Team, which is responsible for the overall program management and governance of benefits programs for active staff and retirees. The team takes care of program design, review, implementation, communication, financial management, operational compliance with policies, and vendors’ oversight. The World Bank Group provides a global Medical Benefits Plan (MBP) to locally recruited staff and their dependents. The MBP is administered by a global third-party administrator (TPA), Cigna International. To further support staff on the administration of the MBP, each country office has designated a local focal point (MBP Administrators) to help staff with support from Regional Benefits Officer(s). To better support the global footprint, the Global Benefits Team has expanded its team in the Africa region to facilitate access to medical care and improve members experience and health outcomes. In addition to the MBP, the World Bank Group provides emergency evacuations through its Health Services Department (HSD). Working in close collaboration with the Benefits Officers in HQ (Washington DC), the HR Specialist Global Benefits is expected to demonstrate the following Core Skills Competencies: Technical Functional Skills • Benefits Program Management and Delivery: Demonstrated ability to manage day-to-day operations of employee benefits programs, with initial focus on medical benefits program (MBP) management, delivery, and compliance. The HR Specialist will lead and manage MBP service delivery initially for the Africa Eastern and Southern (AFW) region (and/or other regional portfolios that may be assigned), ensuring compliance and high-quality staff experience. S/he will ensure compliance of accredited providers to set guidelines and policies governing program operations. S/he will provide support for Out of Country Care (OOCC) approvals and clarifications on regional OOCC escalations with the regional Benefits Officer in HQ. Working knowledge of other WBG benefits programs is a must. • Healthcare Systems Knowledge: Deep understanding of healthcare systems in the Africa region, including provider relations and direct billing arrangements. • Data Analytics: Proficiency in analyzing medical claims data, identifying trends, and using insights to improve program outcomes. The HR Specialist will analyze claims and program data to inform decision-making and improve service delivery. • Technology Proficiency: Advanced skills in MS Excel, MS Word, MS PowerPoint, and online meeting platforms (MS Teams, Webex, Zoom). • Project Task Management: Proven ability to organize, prioritize, and manage multiple concurrent activities with competing deadlines and involving geographically dispersed stakeholders. Interpersonal Behavioral Skills • Customer Service : Strong customer service orientation, with experience resolving escalated issues while facilitating access to care. The HR Specialist will liaise with insurance administrators, internal stakeholders, and country office MBP Administrators to resolve issues while facilitating access to the required medical care. S/he will address staff concerns with medical provider relations, direct billing, and guarantee of payment, escalating as needed for immediate resolution. • Communication: Excellent verbal and written communication skills in English (French desirable), with the ability to educate and engage diverse audiences. • Collaboration: Ability to work independently and collaboratively within a team, engaging with internal and external stakeholders to resolve problems in relation to priority. The HR Specialist will provide support to the country office MBP Administrators on customer service escalated issues in the region at the point of service, including liaising with the provider, Cigna, or HSD as needed to facilitate access to care especially for admissions and emergencies. • Sensitivity Discretion: Skilled in handling sensitive personal information with sensitivity, care, empathy, discretion, and confidentiality. • Flexibility Responsiveness: Adaptable to changing priorities and able to respond quickly to stakeholder needs; and manage emergencies and conflicting priorities in a sensible and timely manner. Ability to balance individual demands with institutional interests and practices. Strategic Task Leadership Skills • Training Education: Ability to deliver training and awareness sessions for country office MBP Administrators and country office-based staff. The HR Specialist will organize and deliver training sessions to raise awareness and understanding of MBP among staff and MBP administrators. S/he will provide oversight of country office MBP Administrators engagements, education sessions, and training in partnership with the MBP regional focal point in DC to raise awareness and understanding of the MBP. • Benefits Policy Design Strategic Input: Experience contributing to global benefits policy design and framework development especially for global medical benefits programs. The HR Specialist will participate in and contribute to strategic discussions on policy design and program framework to ensure ongoing support for staff. • Risk Assessment: Skilled in assessing risks and ensuring medical benefits delivery is following program guidelines and policies. • Empowerment Accountability: Demonstrates empowerment, accountability, and thoughtful risk-taking in challenging the status quo for greater impact.