Under the general supervision of the Division Chief/Deputy Division Chief, the HR Service Center Section Chief, and respective Team Lead, the successful candidate administers HR policies/programs based on established guidelines, work practices, and documented precedents; responds to a range of enquiries on assigned work areas and delivers HR services within predefined standards and performance targets; provides outstanding customer service and support to employees; performs data audits and creates reports to ensure compliance; resolves routine problems and escalates complex issues or irregularities; initiates and/or recommends process improvements and changes to procedural guidelines; trains back-ups and/or temporary replacement assistants.

The selected candidate will be a member of the HR Service Center, responsible for one or more of the following client-facing portfolios: the G-4 visa program for U.S.-based appointments, employee onboarding services, and/or allowances administration services

Typical duties and responsibilities include:

• Provide responsive, caring, and excellent customer support to employees, registered dependents, retirees, and other external parties.

• Review, triage, and work on the daily influx of HR enquiries and transactions received via an HR self-service portal (tickets), email, or in-person.

• Process defined HR transactions within agreed service levels and timelines, helping maintain team targets in client satisfaction and service delivery performance.

• Interpret and communicate, as applicable, HR and immigration policies from sources such as the Staff Handbook and the U.S. Department of State Foreign Affairs Manual (FAM).

• Serve as the SME for the assigned portfolio, including U.S. G visas for international organization employees and/or employee eligibility for allowances, benefits and payments.

• Accurately maintain employee data, conduct thorough analysis, and generate reports to monitor compliance with Fund policies, benefits eligibility, and U.S. regulations.

• Adhere to documented procedures, identify and raise gaps in documentation and contribute to providing appropriate solutions, updates, or amendments when applicable.

• Ensure all relevant job aids for employees within the assigned portfolio are kept current (e.g., self-help guides).

• Contribute to the development and maintenance of standard operating procedures, risk mitigation controls, and process improvements.

• Take the initiative to propose streamlining measures to business processes and/or recommend changes to HR procedures, policies, work practices, and IT systems.

• Perform other duties as assigned, including delivering HR service presentations to small and large audiences.

Qualifications

In addition to a minimum combination of training and experience equivalent to completion of a secondary school education, supplemented by a minimum of four years of relevant experience. The successful candidate should possess the following qualifications and competencies:

• A bachelor’s degree in human resources, business administration, homeland security, legal studies, or a related field is preferred.

• Advanced MS Excel skills and experience with data analysis and reports.

• Experience delivering and administering employee services, benefits, and/or payments in accordance with organizational HR policies.

• Experience with U.S. diplomatic visas, U.S. immigration matters, and/or paralegal services is highly desired.

• Service oriented, with demonstrated initiative and tact in working with employees at all levels.

• Exceptional customer service and empathetic listening skills.

• Excellent oral, written, and persuasive communication skills.

• Effective organizing skills. Ability to work in a fast-paced environment, respond quickly to varied and competing priorities, and to adapt to changing client needs or deadlines.

• Establish, build, and maintain effective working relationships with key vendors, U.S Department of State, and other stakeholders in assigned area.

• Detail oriented with full awareness of the fiduciary responsibilities and potential risks in administering high value allowances, benefits, and/or in transaction processing.

• Ability to demonstrate creativity, problem-solving resourcefulness, and self-sufficiency.

• Ability to work efficiently under pressure with minimum supervision, both independently and as a member of a team.

• Proficiency in MS Office is a must. Knowledge of Workday, ServiceNow, and PeopleSoft would be an advantage.

We are looking to staff multiple contractual positions in our HR Service Center and will continue to accept applications on a rolling basis and identify potential candidates from this pipeline for recruitment throughout 2025.

Candidates are also expected to exercise utmost discretion, sound judgment and organization in handling personnel related, complex, sensitive and time-bound matters.

Only candidates who are currently residing in the Washington D.C. metro area will be considered.