| Description 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
The Operations Policy and Country Services Vice-presidency (OPCS) is a central corporate unit of the World Bank. It provides advice and support to the President, Managing Directors, Verticals and Regional Management, and staff about the policies that govern operations. OPCS also formulates and supports the development of operational policies, strategies and instruments.
The Operations Help Desk (OHD) is hosted within OPCS by the Operational Policy Investment Lending unit (OPSIL). OHD started in 2010 as an advisory for investment lending reform and expanded over time to become one-stop-shop for all policies, procedures and related guidance questions. In FY26, OHD received more than 8,500 cases, with over 90% of cases resolved in 48h. Additionally, OHD delivers operational training and tests the Operations Workspace for new functionalities.
Objective of the Assignment
The Extended Term Consultant will provide operational and policy advice as part of the OHD core team, deliver on-request operational training, deliver mentoring/in-house training of new OHD staff, and carry out analysis of quality of the OHD work, including serving as one of the second-reviewers for quality check of cases (especially for second-review of cases received outside HQ), and other quality reviews as requested by the Team Leader
Scope of Work
The consultant’s responsibilities include:
•Daily monitoring of the help desk cases and resolution of the cases assigned to her;
•Identification of cases that require additional research and/or policy interpretation, and escalation of such cases to relevant experts in OPCS or focal points in partner units across the Bank such as ITS, BPS, etc.
•Mentoring of new members of the OHD, especially members in the field;
•Perform second-reviewer quality check of cases within the OHD client feedback mechanism framework, assessing the correctness of guidance provided and, where necessary, providing corrected and improved guidance to clients;
•As needed and requested by the Operations Advisor, review the quality of advice provided by the OHD to operational teams and identify areas for improvement based on the observed issues and trends. If required, prepare a comprehensive report based on the review findings;
•Delivery of operational training;
•If requested, contribution to the update of guidance notes, FAQs, tools for staff and so forth;
•Support with other tasks requested by the Operations Advisor or the Manager, OPSIL.
Deliverables
The consultant will resolve the cases assigned to her within the scope of her knowledge, and will contribute to the reports of the Help Desk, as needed. Additional deliverables will include the review of cases as second reviewer, advice analysts in the field, the carrying out of quality reviews (if needed) and training delivered.
Selection Criteria • Knowledge of Bank policies, procedures and operational systems;
• Strong analytical and problem-solving skills and sound business judgment to identify issues and present creative and practical solutions;
• Ability to work successfully in multicultural teams and across various WB units;
• Demonstrated teamwork skills;
• Strong client service orientation with an openness to feedback and new ideas;
• Ability to manage and complete multiple projects simultaneously and to meet deadlines under pressure.
Terms of Assignment
The assignment with OPSPQ/OPSIL will be until June 30, 2026.
The consultant will report to the Operations Advisor, OPSIL, and will also work closely with the Team Leader and team members in charge of the Operations Help Desk. WBG Culture Attributes: 1. Sense of urgency: Anticipate and quickly respond to the needs of internal and external stakeholders.
2. Thoughtful risk-taking: Challenge the status quo and push boundaries to achieve greater impact.
3. Empowerment and accountability: Empower yourself and others to act and hold each other accountable for results.. World Bank Group Core Competencies As per WBG policy, an Extended Term (ET) appointment is subject to a lifetime maximum of three (3) years. Former and current ET staff who have completed or are in the process of completing their third-year ET appointment are not eligible for future ET appointments. We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability. Learn more about working at the World Bank and IFC including our values and inspiring stories. |
