Manager, Innovation and Client Solutions Job : req30433 Organization: World Bank Sector: General Services Grade: GH Term Duration: 3 years 0 months Recruitment Type: International Recruitment Location: Washington, DC,United States Required Language(s): English Preferred Language(s): Closing Date: 12/3/2024 (11:59pm UTC) Description Do you want to build a career that is truly worthwhile? Working at the World Bank provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity, and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. Visit www.worldbank.org. GLOBAL CORPORATE SOLUTIONS: Reporting to the Managing Director and World Bank Group Chief Administrative Officer, the Global Corporate Solutions Department brings together the functions of Corporate Security, Corporate Real Estate, and Corporate Services. ABOUT THE UNIT: The Corporate Services (GCSCS) unit within GCS provides services to the World Bank Group in the areas of Travel and Visa services; Translation and Interpretation; Printing & Multimedia Services; Interactive Media Services; Graphic Design; Publications & Marketing; Food and Conference Services; Mail & Shipping Services; Staff Services, including Fitness Center, Childcare, and Commuter Services; and the Art Program. GCS Corporate Services also includes the GCS Service Desk, the Processing and Analytics team, and the Integrated Business Solutions teams. The unit also provides administrative oversight to the Family Network and the 1818 Society and is responsible for setting the policy framework and service standards, and for delivering services through a combination of staff and vendors at WBG headquarters (HQ) in Washington, DC and in Country Offices. GCSCS has about 130 staff and over 600 contractors. To achieve its purpose, GCSCS is now being restructured into three main divisions: (I) Travel and Staff Services, (II) Integrated Business Services; and (III) Innovation and Client Solutions. The Manager of Innovation and Client Solutions will oversee the GCS Service Desk, Processing and Analytics, and Integrated Business Solutions teams, fostering an environment that emphasizes client satisfaction, innovation, and continuous improvement. The GCS Service Desk (commonly referred to as the 31010 team) is based in Chennai and provides support to all staff in the WBG for GCS services. The Processing and Analytics team is also based in Chennai, and provides transaction processing and analytical support to GCS teams as well as several client VPUs including MIGA, TRE, and EAP, ECA, and MNA Country Offices. The Integrated Business Solutions team, based in DC and in the Translation Hubs, coordinates with clients on their project needs and deliverables across the various GCSCS Business Services. Reporting directly to the Senior Manager of GCSCS, the role requires a dynamic and innovative leader who brings both technical expertise and strong people management skills. The Manager will drive GCSCS' evolution into a more agile, simplified, and innovation-oriented operation that enhances both service quality and operational efficiency. The Manager will also be expected to work closely with colleagues across the World Bank Group to provide streamlined and cost-effective corporate services, being a strategic business partner with a strong focus on agility, simplification, and innovation. The Manager will be responsible for establishing a customer-facing work program attuned to corporate priorities; resolving complex and sensitive issues (both project and people related); and ensuring high quality services and excellent value for money. Strategic Accountabilities: • Champions solutions excellence and innovation in GCS and provides management expertise to multiple, complex initiatives with high change impact. • Participates in supporting the success of a high-performing organization by driving the long-term GCS strategy vision. • Plans for, executes and ensures the continual improvement of services within his/her portfolio. • Acts as a credible business partner and works with a long-term GCS wide perspective on addressing clients' needs. • Plays a lead role in stakeholder involvement, seeks external best practices and applies those, while consistently looking out for synergies and efficiencies. • Monitors scope of multiple programs and projects. • Leads his/her team on continual improvements, processes and services especially as relates to integrated business and service solutions for clients. • Educates others, clarifies their understanding and strives to create support and alignment to the services. • Resolves complex challenges and problems escalated by others. Interprets and adapts the services as needed in changing circumstances. • Concentrates on efficient resource utilization, including staff and vendors. • Manages risk tolerance related to different technology and process changes. • Directs and sets terms and expectations for the provision of products and services from multiple, integrated vendors and or partnering business units. Innovation accountabilities: • Provides intellectual leadership and leads the division on its role of providing innovative strategic and cost-effective solutions and client services. • Promotes an innovation-driven mindset across GCS Corporate Services by leading cross-program collaborations and facilitating idea-sharing sessions and co-development of solutions with individual programs. • Leads innovative projects from concept through implementation, overseeing all stages of the project lifecycle, including ideation, research, design, pilot testing, and rollout. Identifies and leverages cutting-edge technologies, ensuring projects are scalable. • Cultivates a culture of continuous improvement and experimentation by encouraging iterative feedback, establishing regular review sessions, and implementing structured learning opportunities for the team. Empowers team members to experiment, learn from results, and refine solutions continuously. • Establishes metrics to measure the effectiveness of innovation initiatives. Conducts regular impact assessments to evaluate project success, document learnings, and apply insights to future initiatives. • Engages with key stakeholders across the GCSCS to understand challenges, gather feedback, and align on innovation priorities. Provides regular updates on project progress, key learnings, and outcomes to ensure transparency and gain ongoing support. Business Management Accountabilities: • Manages the day-to-day operations of the GCSCS Innovation and Client Services division. • Provides intellectual leadership and leads the division on its role of providing innovative strategic and cost-effective solutions and client services. • Plans and delivers the yearly GCSCS Innovation and Client Services work program making effective use of each team's member skills and strengths in an effort to reduce cost, effectively managing within the units' budgets. • Contributes to the effective management of GCSCS and to the management team. People Management Accountabilities: • Models exemplary WBG leadership values and managerial behaviors and reinforces these qualities in own team and staff. • Drives and inspires technical excellence within the team by creating an environment of learning and innovation that attracts and develops the best talent reflective of the diversity of our clients. • Supports GCSCS management in developing and implementing appropriate strategies for global staffing, deployment, talent and performance management. • Leads and motivates the teams with a focus on client orientation and relations management, development outcomes, strong coordination across teams within and outside the Department, and strong emphasis on problem solving. • Proactively manages and mentors staff to achieve high performance and professional growth, and support their career development. • Fosters a work environment supportive of continued innovation and creative thinking and gender equity. • Proactively manages performance issues, and deals with conflict. Resource Management Accountabilities: • Delivers the agreed work program through effective use of resources (human and budget) within the agreed parameters, and ensures the timely delivery and overall quality of the Division's outputs. • Ensures that appropriate internal control and compliance policies and procedures are in place and being followed with respect to meeting the WBG's fiduciary and safeguard policies and guidelines, as well as the Division's own quality control processes. • Develops an appropriate risk management framework to ensure that the Division's strategic objectives are met. • Contributes to budget discussions and secures the appropriate budget for the unit. Relationship Management Accountabilities: • Under the leadership of the Senior Manager, Corporate Services, establishes and maintains strategic relationships and engagements with other parts of the Bank Group, as well as external partners to enable constructive and strategically-focused solutions. • Building and maintaining excellent partnerships with other relevant Bank Group units to ensure that Corporate Services responds to client requests in an integrated, timely, and coherent manner and that substantive analytical work is conducted throughout the process. • Collaborates with GCS senior leadership teams as required regarding matters that influence the delivery of GCS services. • Encourages innovation within the Division and ensures the dissemination of new approaches to products and solutions, drawing on best practices. • Leads GCSCS in its effort regarding corporate social responsibility and sustainability. • Builds and manages relationships, both within GCS and with other units across the Bank Group. Selection Criteria • Advanced degree in a relevant discipline (i.e. Business Management; Public Policy, etc.) and substantial professional experience (15 years of experience in positions of increasing complexity and responsibility or equivalent combination of qualification and experience). • Extensive experience on innovation and client solutions in multilateral organizations or international corporations • Outstanding interpersonal, diplomatic and partnership skills required for building and maintaining collaborative relationships with senior management, government officials, partners and other stakeholders. • Strong communication skills, including the ability to speak persuasively and present ideas clearly and concisely. • Superior level of resourcefulness, ability to work with considerable autonomy as well as willingness to work under pressure and through the whole spectrum of activities from the strategic level to the resolution of specific implementation issues. • Demonstrated strategic thinking skills and ability to engage in a substantive dialogue on complex issues and corporate priorities. • Experience in innovating, translating ideas into action plans and delivering results. • Experience in leading and managing large teams of staff, and vendor contracts. • Encourages innovation within the Division and ensures the dissemination of new approaches to products and solutions, drawing on best practices. • Leads GCSCS in its effort regarding corporate social responsibility and sustainability. WBG Managerial Competencies: Managerial Competencies The World Bank Group values diversity and encourages all qualified candidates who are nationals of World Bank Group member countries to apply, regardless of gender, gender identity, religion, race, ethnicity, sexual orientation, or disability. Sub-Saharan African nationals, Caribbean nationals, and female candidates are strongly encouraged to apply.