Infoline Desk Assistant at the African Development Bank (AfDB)

African Development Bank (AfDB) - Established in 1964, the African Development Bank is the premier pan-African development institution, promoting economic growth and social progress across the continent. There are 80 member states, including 54 in Africa (Regional Member Countries). The Bank's development agenda is delivering the financial and technical support for transformative projects that will significantly reduce poverty through inclusive and sustainable economic growth.

We are recruiting to fill the position below:

Job Title: Infoline Desk Assistant

Reference: ADB/17/102
Location: Côte d’Ivoire
Grade: GS8
Position N°: 50093564

The Complex

• The Vice Presidency for Finance oversees the financial management of the Bank Group.
• This encompasses the Bank Group’s treasury activities including borrowings from the capital markets and investment activities; controllership functions including financial reporting and loan administration; strategic resource mobilization and the strengthening of the non-statutory financial resources and instruments; the overall asset/liability management for the Bank Group.

The Hiring Department / Division

• The primary purpose of the Banks’s administrative expenses is to provide efficient transaction processing services with respect to the capital and administrative expenses of the Bank and of all bilateral funds.
• The Division not only ensures that expenses incurred are in accordance with Bank policies but also actively seeks opportunities for savings for the Bank in the management of expenses.
• Ensure the Banks’s financial rules and regulations are respected and all working procedures are adhered to in processing payments related to administrative expenses.

The Position
Under the supervision of the Division Manager, The Info Line Desk Assistant - Financial Control Department  will;

• Manage the administration of the Banks’s Administrative Expenses Division Infoline Helpdesk, respond to the different categories of information requests in a standardized, professional and timely manner in order to provide greater level of customer satisfaction;
• Manage time effectively by ensuring that requests are timely and properly routed to appropriate persons to enable the Banks’s administrative expenses Division staffs to become more effective in their core function of payment processing.

Duties and Responsibilities
The Info Line Desk Assistant -  Administrative Expenses Division will:

Specific accountabilities of the function:

• Organize, supervise and effectively handle queries from clients (users from all the banks) regarding payment requests and justifications of payment requests, policies and procedures guiding the payment process;
• Analyze logs and follow through on queries until they are closed by the person handling them, and based on client feedback and report findings make proposals as appropriate in order to improve internal procedures to provide greater client satisfaction;
• Utilize information from analysis of requests received as a basis to develop and maintain a comprehensive set of documentation which is easy to find, access, interpret and act upon, regarding recurring matters of interest in respect of account payables and other payment requests such as documentation of Frequently Asked Questions and other relevant documents on the division’s intranet Web page;
• Assist to in providing first level technical /operational support to new and existing staff in implementation of new system enhancements, policies and procedures for all types of payments..
• Monitor and correct anomalies on any items on SAP for the Banks’s Administrative Expenses Division different sub-sections including External Vendors, Trust Funds, Travels and Missions, Field Offices, this to ensure successful injection of accounting entries in the system;
• Generate SAP Reports on payment and other requests managed by FIFC2 division and follow-up on;
• Supervise and control the implementation of the relevant client service and quality procedures by the team, and recommend improvements in the service to clients in quality of the deliveries, procedures and tools for the helpdesk;
• Participate in the design, testing and implementation of all relevant SAP system enhancement projects for the division and other programs in order to reach and further exceed set standards;
• Liaise with the Information and Technology department and resolve all SAP technical issues encountered in utilization of the different SAP modules used within the division;
• Keep self and the team abreast of continuous changes and interpretations in policies and procedures governing administrative expenses and payment processing and disseminating using available appropriate media;
• Ensure full compliance with the Bank's information security and confidentiality policy in dissemination of payment information and ensuring proper management of sensitive information;
• Problem solving skills in order to match with the Banks’s Administrative Expenses Division client needs;
• Perform any other duties assignment by the Supervisor or Manager.

Accountabilities common to Individual Contributors:

• Organize own work, Anticipate and inform superior and relevant colleague-s of any risk of delay or mis-achievement, and take or recommend action to avoid it as per operating procedure;
• Participate in defining manpower needs for the helpdesk, and in the implementation of the approved recruitment; training and development actions, in order to ensure that the helpdesk is adequately staffed with well trained personnel;
• Coach a more junior staff member, explain  tasks, follow up and control the professionalism and quality of work, and help him/her to use time effectively and take initiatives within his/her responsibilities area;
• Check the quality and client service of his/her activities, highlight mis-alignment and issues in achieving this and request superior support as needed,  in order to ensure the client service and quality of his/her deliveries in line with the Banks’s Administrative Expenses Division specifications;
• Organize his/her work to deliver most efficiently, identify and report on areas for improvements in procedures and tools used, propose and introduce such improvements.
• Maintain a good communication with colleagues within his/her section, from the Banks’s Administrative Expenses Division and across the Bank to facilitate the work and the achievements of every one's responsibilities and objectives;
• Comply with his/her function's control and reporting procedures, inform his/her management frequently about work progress, current and anticipated issues, and propose actions to address them;
• Adhere strictly to all ethics, health, safety, fire prevention, security, environment and hygiene policies and procedures, keeping his/her work area and equipment clean, tidy and in safe condition, and by adopting and encouraging colleagues to adopt the appropriate behavior.

Selection Criteria
Including desirable skills, knowledge and experience:

• Hold at least a Bachelor's Degree in Computer Information Systems or equivalent relevant field. Other IT certifications or proven SAP trainings and certifications will be an advantage;
• Have a minimum of five (5) years of relevant experience gained in a similar environment. Any professional relevant experience above 6 years will be an advantage;
• Experience gained in working in information/call centers or in client service centers;
• Proficiency in the utilization of SAP ERP system, especially FI/MM/Travel/workflow and Microsoft office Software with proven ability to train others in the utilization of the programs;
• Experience in the implementation of business process enhancement projects;
• Report Writing  and analytical Abilities;
• Good communication and interpersonal skills working in a multicultural diverse environment.
• Ability to plan work schedules effectively in a busy work environment;
• Professional and courteous approach to working with clients including over the telephone;
• Strong verbal and written communication skills in English or French. Preferably with working knowledge of the second language;
• Competence in the use of Bank standard software (Word, Excel, Access and PowerPoint).

Application Closing Date
13th June, 2017.

How to Apply
Interested and qualified candidates should:
Click here to apply online