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Purpose of the Job  The Knowledge Manager, HR Operations is responsible for driving correct and widespread usage of the Bank's AskHR knowledge base to ensure both staff, alumni and external third parties are provided with the advice and information they require on HR policies and procedures. The role operates at three levels: - Being the first point of contact for any employee queries -  Maintaining the knowledge base for employees around HR policies and procedures. - Being responsible for designing and delivering all change interventions to i) create capacity within the role to be re-invested in more strategic duties, ii) introduce new and emerging technologies to the helpdesk function and iii) facilitate service improvements across the department using trends and analysis of helpdesk activity The role is highly focused on customer experience and service during and after the employee life cycle as well as achieving change and improvement outcomes.     Accountabilities and Responsibilities Tier 0 (Self-service) Query Resolution - Responsible for ensuring that the AskHR platform becomes the preferred channel for staff to resolve all basic HR related questions. Using the data collected by the platform to ensure the: - AskHR carousel always highlights the information that is considered most important to communicate to users at that point in time. - Experience of using AskHR and the easy of that experience translates into giving time back to users...enabling them to do more meaningful things that make a difference. - Knowledge Based Articles (KBAs) created by Resolver Groups remain current, and are continually improved in response to user feedback. - Resolver Groups receive regular feedback on their service levels (e.g. SLAs within tolerance) and understand where there are opportunities for improvement. - Resolver Groups understand how to effectively leverage the platform to drive self-service; this will include sharing best practice for how to promote and communicate via KBAs in ServiceNow, and working with Learning and Development to design effective on-boarding training for new resolver group members which can then be delivered via the Bank's Enterprise Learning Management Platform. - Based on employee usage and data analytics, review which new ServiceNow enhancements are likely to increase the adoption and use of the platform by users so it is the preferred channel for staff to use to resolve all basic HR related questions. Advise and recommend to the AskHR Platform Owner on which of these enhancements HROD should consider enabling. - Responsible for ensuring improvement of Support Letters; this includes understanding when new letter templates should be created/existing templates need to be adapted in response to user feedback and/or external factors, and collaborating with the Office of the General Council to ensure these are created/updated.   Tier 1 (Basic queries that can't be answered by self-service) Query Resolution - Drive a culture of users raising a ticket to resolve queries that can't be answered by self-service. - Provide consistent and accurate responses to user queries, or triage queries to the appropriate Resolver Group for resolution. These responses must be people-centric and simple to understand with a focus on customer satisfaction and minmising re-opened tickets or unnecessary escalations.   Tier 2 (Complex queries) - Own the co-ordination and overall service quality of 'complex' queries. This will include working collaboratively with CoEs to ensure: - A 'seamless' user experience for those users who need to transition between AskHR and other CoEs to get their query resolved. - CoEs are aware of any insights from the AskHR data set that are relevant to cases they are managing. - Work collaboratively with Resolver Groups to, overtime, codify complex queries into i) upskilling points for the Knowledge Manager and ii) KBAs to increase the mix of queries that can be answered via Tier 0 (self-service) and Tier 1 (Basic Queries).   Root Cause Resolution - Based on data analytics and employee usage, collaborate with Resolver Groups, People Analytics and the Change and Transformation Team to understand the root cause of why queries are being raised by users. Influence these teams to have interventions to fix issues at source which will enhance employee experience.   Continuous Improvement of HROD Products and Services - Provide insights and feedback proactively to HROD's product owners to ensure policies, products and services are designed in a way that minimises the probability that users raise queries. This includes: - Understanding how proposed changes to policies and processes may affect query volumes and mix. - Identifying themes/trends within the AskHR data set, which indicate where there are opportunities to make improvements to existing policies and processes. - Provide early warning, by analysing indicators within the AskHR data set, of potential issues and influence HROD to make pre-emptive interventions to 'nip them in the bud' before they develop into something more serious. - Proactively identify opportunities to engage with the bank to push information to staff using historic trend data to pre-empt and avoid queries.    - Run regular workshops for department making sure new starters and existing HROD team members are adopting best practice in regard to platform use. - Maintain the platform so it is providing the best user experience.  This includes platform design, user interaction and look and feel.  - The role will be expected to be involved in a number of projects throughout the year providing advice on change management and how to optimise the Servicenow platform. - Proactively Manage the knowledge articles for AskHR.  Updating as necessary or retiring if redundant. - Solicit and action feedback related to the employee experience elements of the askHR helpdesk - Proactively manage the askHR helpdesk service to, over time, create material capacity for the role holder to re-invest into other strategic tasks related to the maintenance of internally facing HR knowledge (e.g. policies, processes, reporting) - Utilise your experience or learnings about chatbots and Natural Language Processing (NLP) to configure, enhance, and train the chatbot on HR processes, policies, and frequently asked questions to provide accurate and timely responses to employees. - Identify, design and deliver small improvement projects independently or with the help of the platform teams in IT - Stay up-to-date on the latest developments and advancements in ServiceNow functionalities, attending training sessions and industry conferences to continuously enhance your expertis   Data and Analytics - Responsible for the creation of Quarterly and Annual Service Management Report.  - Responsible for presenting quarterly reports to HRMT and wider HR Department. - Work collaboratively with the Communications Dept. to provide insights, by analysing indicators within the AskHR data set, into the success of HROD communication campaigns.   Knowledge, Skills, Experience and Qualifications  - Demonstrated experience in an HR Operations role or customer service role. - Experience of running a help desk or being part of a resolver group preferred - Experience of working with generative AI, chatbots and/or Natural Language Processing preferred - Degree in relevant discipline preferred or equivalent experience. - Good understanding of HR policies and guidelines, knowledge of HR cyclical activities preferred. - Self-motivated with excellent organisational skills with the ability to prioritise, multitask and meet specific timelines. - Experience of operating an HR system; experience of HR ServiceNow desirable - Experience solving HR-related process problems and good attention to detail. - Good report writing and analytical skills. - Good communication skills, including ability to present to various audiences - Experience of communicating sensitively and empathetically to provide reassurance as well as information - Experience of working in a multi-national environment with a dispersed workforce - preferred. - Resilient, with proven ability to operate with discretion and without bias in a highly sensitive, risk mitigation environment. - Analytical skills to deliver insight on qualitative and quantitative organisational data to influence decision making. - Demonstrated proactive approach to problem solving and enjoys fully immersing themselves in data, business constraints, and problems they are interpreting and asks the right questions to get at the deeper-level "why". - Experience using results of analysis and communicating this in an effective way, using good communication, storytelling and presentation skills. - Demonstrate ability to build relationships and work effectively across teams - Good stakeholder engagement skills, including effective questioning and active listening. - Strong attention to detail to ensure accuracy. - Ability to manage and prioritise workload, to meet deadlines and follow through on completion of projects.   What is it like to work at the EBRD? Our agile and innovative approach is what makes life at the EBRD a unique experience! You will be part of a pioneering and diverse international organisation, and use your talents to make a real difference to people's lives and help shape the future of the regions we invest in.  The EBRD environment provides you with: - Varied, stimulating and engaging work that gives you an opportunity to interact with a wide range of experts in the financial, political, public and private sectors across the regions we invest in; - A working culture that embraces inclusion and celebrates diversity; - An environment that places sustainability, equality and digital  transformation at the heart of what we do.   Diversity is one of the Bank's core values which are at the heart of everything it does.  A diverse workforce with the right knowledge and skills enables connection with our clients, brings pioneering ideas, energy and innovation. The EBRD staff is characterised by its rich diversity of nationalities, cultures and opinions and we aim to sustain and build on this strength. As such, the EBRD seeks to ensure that everyone is treated with respect and given equal opportunities and works in an inclusive environment. The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of their racial, ethnic, religious and cultural background, gender, sexual orientation or disabilities.  As an inclusive employer, we promote flexible working and expecting our employee to attend the office 50% of their working time. Please note, that due to the high volume of applications received, we regret to inform you that we are unable to provide detailed feedback to candidates who have not been shortlisted (for further consideration).   Right to Work in the UK: Swiss nationals (and all other non-UK employees) can work in the UK without a Visa - working at the EBRD gives all employees "exempt status". The Bank however encourages all non-UK employees to obtain an Exempt Vignette (EV) prior to relocating to the UK, as without an EV you may face more questions at Border Control and when required to show evidence of their exempt status when renting accommodation under the Right to Rent legislation. The application process may take 3 – 4 weeks approx. outside of the UK.    How cinfo Can Support You in the Application Process for This Position - Application and Interview Preparation: Whether you're preparing your application documents or getting ready for an interview, you can book a [Job Application Support](https://www.cinfo.ch/en/individuals/get-support/career-support-in-international-cooperation/job-application-support-in-international-cooperation) session to receive tailored guidance. - For Swiss nationals invited to the first round of the selection process (e.g., written test, interview, assessment center): Notify us at recruitment@cinfo.ch, and we will inform our HR partners in the respective organization and the Swiss Government to help increase your visibility. "Important Application Information: Please submit your application only via the official website of the hiring organization or by using the "Apply" button on CinfoPoste, which will redirect you to the organization's application site. Applications submitted through other job portals will not be forwarded to the respective organization and will not be considered. To ensure your application reaches the right destination, always follow the official application process as indicated in the job posting."

Join MSF OCG as a Operational Human Resources Partner! We are looking for passionate candidates ready to contribute to our humanitarian mission. Open ended (mandated, 3 year term reneawable once) contract based in Geneva with field visits - 100% Below, you will find the job details and the qualifications we are looking for. Inclusivity and Diversity at MSF Do your qualifications and experience not exactly match all requirements of the job? At MSF OCG, we are committed to an inclusive culture that supports and amplifies the diverse voices of our staff members. We strive to create workplaces where teams of people with diverse backgrounds, characteristics, perspectives, ideas and experiences work together to advance MSF's social mission and create better outcomes for our patients and the communities we work with. We understand that some people may hesitate to apply for employment if they don't meet all listed job requirements. Research shows that this is especially true for women. If you believe your profile is a good match for this position, we invite you to apply even if you don't fulfil every listed qualification. We encourage applications from individuals of all genders, ages, sexual orientations, ethnicities, background, religions, beliefs, ability status, and all other diversity characteristics. MSF does not tolerate sexual exploitation and abuse, any kind of discrimination or harassment, including sexual harassment. All selected candidates will undergo reference checks. Context & mission Médecins Sans Frontières is an independent, international medical and humanitarian organization that provides care to people in need, people affected by natural or man-made disasters, and victims of armed conflict, without discrimination and without regard to race, religion, creed or political affiliation (MSF Charter). The MSF movement is built around 5 operational centers supported by 24 sections and offices worldwide. MSF Operational Center Geneva (MSF OCG) is one of these centers. At the heart of the Operations Department of the Operational Center of Geneva (OCG), the "cells" are multidisciplinary teams of 7 to 8 experts (Program Manager, Deputy Program Manager, Polyvalent Medical Referent, Operational HR Partner (HROP), Operational Logistics Manager, Operation Supply Manager, Operational Finance Manager, Operational Communication Manager, Cell Assistant). The emergency cell manages and coordinates emergency interventions and assessments in several countries at once and is the direct interface between the headquarters and the emergency mission.  Each cell member oversees a specific field of activity under the supervision (functional link) of a Program Manager and with a hierarchical link to the coordinator of the relevant department. The HROP centralizes and serves as the focal point for the mission's HR and administrative matters, liaising with the various HR units at headquarters, other members of the cell, the mission's Human Resources Coordinator (HRCo) or Head of Mission (HoM), as well as other MSF Operational Centers (OCs). The HROP of the Emergency desk also serves as the pool manager for members of the Emergency Pool. The Emergency Pool is managed jointly by the two RHOPs of the Emergency desk (medical profiles and paramedical/other profiles). In their role as Pool Manager of the Emergency Pool, the HROP of the Emergency Cell: - Facilitates and keeps the Emergency Pool membership up to date to meet operational needs, analyzes profile requirements, and ensures the recruitment of the necessary personnel. - Develops the career pathways of Emergency Pool members (matching, mission proposals, skills development, access to training, etc.). - Collaborates with technical departments for the validation of competencies. - Ensures the administrative and statistical follow-up of the assigned pool (data updates, evaluations, etc.). - Contributes to reflections on various HR and emergency practices and strategies in collaboration with the entire HR department and with the Emergency Response Unit. Tasks & Responsibilities As part of a multidisciplinary cell, the HROP ensures that HR Coordinators have the support and resources needed to fulfil their role and manage HR in their missions. The HROP advises and supports the HRCo and Head of Mission on the design and implementation of the mission's HR strategy and mobilizes relevant HR units when specialized support is required. As a strategic partner of the operations and as a member of the cell, he/she participates in the definition of the objectives and the operational strategy of the missions supported by his/her cell and of the various HR units of the headquarters, while having a cross-functional vision of institutional challenges, a global vision of HR issues and a constant attention to the implementation of the OCG Strategic Plan.For the missions supported by his/her cell and in priority, he/she: - Guides the HR coordinators in defining the mission's HR strategy. - Supports HR coordinators in defining, adapting, developing, and overseeing the implementation of the mission's HR policies and ensure that they are consistent with the context, operational and institutional challenges, and the HR strategy. - Provides technical expertise to the missions in terms of HRM and alerts of the HR issues that the missions could face while leaving latitude and room for maneuver to the mission to identify solutions adapted to the situations in the field in a spirit of empowerment of decisions and risk reduction. - Accompanies the HRCo in making major decisions related to people management on the mission. - Advises on the composition of the teams (size, expertise, diversity) - Pays constant attention to the development of the members of the HR sector and the HR competencies present in the missions. Your profile Education - Preferably a degree in Human Resources/Management, Social Sciences, Humanitarian Law. - Additional operational & HR MSF training an asset. Experience - Minimum 24 months in the field as HRCo with MSF (with at least 6 months as HRCo in the last 12 months), priority will be given to people having an experience as HRCo with OCG - HRCo experience in emergency settings or in mission with recurrent emergencies - Experience as a project coordinator is a plus. - Mastery of MSF tools and HR fundamentals - Experience in creating HR development plans will be an asset. - Experience in developing Safeguarding and DEI actions. Language - Minimum C1 in English AND French (spoken and written) Technical skills and individual abilities - Confirmed expertise in HRM. - Solution oriented, strategic thinking and critical analysis. - Analytical skills, ability to work with indicators and propose plans based on analysis. - Leadership and team management skills - Computer skills: Windows 10, database, Excel (at the level of use of macros), Homere, Power BI - Ability to build and develop diverse and inclusive teams. - Negotiation skills - Excellent organizational, decision-making and communication skills - Capacity to work under pressure and to manage stress. - Ability to set priorities and make decisions. Terms of employment - Position based in Geneva with regular visits to the missions. - Swiss residency while under contract mandatory (because of the frequent travel) - Open-ended contract, 3-year term renewable once, maximum 6 years - Full-time, 100%. - Ideal starting date: March 2026 - Gross annual salary (for 100%): from CHF 102'180.- to CHF 116'484.- (salary commensurate with equivalent experience and internal salary grid) - Paid vacation: 25 days per year, prorate temporis, plus any Swiss public holidays falling within the contract period. - Pension plan: pension contribution covered 3/4 by MSF, 1/4 by staff member. - Relocation package if moving from a different country to Switzerland. How to apply Candidates are invited to submit their application exclusively through our recruitment platform, following these guidelines: - CV (maximum 2 pages) - Cover letter (maximum 1 page) - Documents must be submitted in either English or French. The application deadline is February 8th, 2026. We reserve the right to close this vacancy earlier if we receive a sufficient number of quality applications. [APPLY](https://medecinssansfrontieressuisse.recruitee.com/o/operational-human-resources-partner-mandated-contract) All applications will be treated confidentially. Only shortlisted candidates will be contacted. Please note that we do not wish to use the services of recruitment or placement agencies.

The Asian Infrastructure Investment Bank (AIIB) is a multilateral development bank whose mission is financing Infrastructure for Tomorrow in Asia and beyondinfrastructure with sustainability at its core. We began operations in Beijing in 2016 and have since grown to 111 approved members worldwide. We are capitalized at USD100 billion and AAA-rated by the major international credit rating agencies. Collaborating with partners, AIIB meets clients' needs by unlocking new capital and investing in infrastructure that is green, technology-enabled, and promotes regional connectivity.  The Bank uses SAP SuccessFactors to manage personnel files for all staff. These files are essential for HR governance, compliance, employment history management, and audit readiness.  In 2024/2025, HR Operations introduced a Personnel Files Portlet within each staff profile. However, many files remain incomplete or empty due to historical gaps. Documents exist in shared drives, archives, or email records, but have not been centrally uploaded.  To ensure full compliance and proper record-keeping, HR Operations seeks an intern to complete, standardize, and organize all personnel files in SuccessFactors.   Responsibilities: The objective of the internship is to ensure 100% completion of the Personnel Files Portlet for all active staff members by consolidating documents, uploading them into SuccessFactors, and enhancing file management standards.   In terms of Key Responsibilities, the intern should:  A. Personnel File Review & Audit  - Review all personnel files and identify missing documents. - Conduct a gap analysis using HR checklists.  B. Document Retrieval & Consolidation  - Locate documents across HR shared drives, archives, emails, and legacy folders.  - Prepare files for uploading and organize them systematically.   C. SuccessFactors Uploading  - Upload documents into the Personnel Files Portlet using categorization rules.  - Verify legibility, version, and completeness.  - Maintain a detailed upload log.   D. Reporting  - Track weekly progress.  - Provide regular updates to the Senior HR Officer – Operations.  - Escalate issues or missing documents when needed.   In terms of outputs, the below will be expected:  - 100% Completion of personnel files for all active staff members. - Final report summarizing achievements, challenges, and recommendation.    Requirements: - Currently enrolled in a Masters/MBA, preferably specialized in HR, Business Administration, Information Management, Public Administration, or related fields. - Strong organization and document management skills. - Attention to detail and accuracy.   - High confidentiality and professionalism. - Reliable, disciplined, and able to work independently. - Motivated, proactive, and eager to learn. - Great team player. - Fluent in oral and written English.  AIIB is committed to diversity, transparency, and inclusion. We believe our strength comes from having a team with the right diverse skills, experiences, and abilities selected through a merit-based competitive process. We actively encourage applications from people from both within and outside AIIB members, regardless of nationality, religion, gender, race, disability, or sexual orientation. Join in AIIB's mission to promote sustainable infrastructure investments and to improve social and economic outcomes in Asia and beyond. Previous experience and qualifications will determine the grade and job title at which successful applicants will enter AIIB.   How cinfo Can Support You in the Application Process for This Position - Application and Interview Preparation: Whether you're preparing your application documents or getting ready for an interview, you can book a [Job Application Support](https://www.cinfo.ch/en/individuals/get-support/career-support-in-international-cooperation/job-application-support-in-international-cooperation) session to receive tailored guidance. - For Swiss nationals invited to the first round of the selection process (e.g., written test, interview, assessment center): Notify us at recruitment@cinfo.ch, and we will inform our HR partners in the respective organization and the Swiss Government to help increase your visibility. "Important Application Information: Please submit your application only via the official website of the hiring organization or by using the "Apply" button on CinfoPoste, which will redirect you to the organization's application site. Applications submitted through other job portals will not be forwarded to the respective organization and will not be considered. To ensure your application reaches the right destination, always follow the official application process as indicated in the job posting."