E T Consultant

E T Consultant

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 

Global Corporate Solutions

Reporting to the Managing Director and World Bank Group Chief Administrative Officer, Global Corporate Solutions (GCS) brings together the functions of Corporate Security, Corporate Real Estate, and Corporate Services.  

About the Unit:

GCS Corporate Services (GCSCS) is structured into three main units: (i) Travel and Client Services (GCSTC), (ii) Business Services (GCSBA), (iii) Innovation and Client Solutions (GCSIS), and (iv) Global Business Centers. 

The Travel & Visa Services (GCSTV) team supports the World Bank Group's global travel program, including traveler education, online booking tool adoption, traveler profile management, hotel program administration, and customer support services. To support ongoing travel program initiatives and enhance the traveler experience, a consultant is required to provide operational and user support across key travel-related functions.

The objective of this assignment is to provide operational support that promotes effective utilization of travel tools and services, improves traveler readiness, supports hotel program activities, and ensures timely and professional responses to customer inquiries.

The ET Consultant will be based in Kingston, Jamaica, and will report to the Senior Program Manager, GCSTV. The ETC will work closely with the Travel Program team, service providers, and relevant internal stakeholders to support travel program operations and traveler enablement activities.

Duties and Accountabilities:

The consultant will be responsible for the following duties and accountabilities:

Online Booking Tool Training and Adoption Support:

•  Coordinate and deliver virtual and in-person online booking tool training sessions for staff, consultants, and travel arrangers.

•  Support the preparation and maintenance of training materials, user guides, FAQs, and communication resources.

•  Assist with user onboarding and increase awareness of online booking tool functionality and applicable travel requirements.

•  Track attendance and support reporting on training activities and adoption metrics.

Online Booking Tool Navigation and User Assistance:

•  Provide first-level guidance to travelers and arrangers navigating the online booking tool.

•  Respond to user questions related to air, hotel, rail, and other supported travel bookings.

•  Troubleshoot common user issues and coordinate escalation of technical or vendor-related matters, as needed.

•  Support users through booking activities to facilitate successful transaction completion.

Traveler Profile Communication, Activation, and Completion Support:

•  Assist with traveler profile activation campaigns and targeted outreach.

•  Support communications related to traveler profile activation, completion, and maintenance requirements.

•  Provide guidance to travelers on creating, updating, and maintaining their travel profiles.

•  Monitor profile completion status and conduct follow-up outreach, as appropriate.

•  Support inquiries related to profile management and travel arranger permissions.

Hotel Program Support:

•  Assist with the administration of the corporate hotel program.

•  Support hotel-related communications, traveler guidance, and program awareness activities.

•  Coordinate hotel information updates and maintain related program documentation.

•  Respond to inquiries concerning preferred hotels, negotiated rates, and hotel-related travel guidance.

•  Assist with hotel performance reviews, traveler surveys, solicitation activities, and related reporting, as assigned.

Customer Service Inquiry Support:

•  Respond to travel-related inquiries received through email, service requests, and other designated channels.

•  Provide timely, accurate, and professional support to travelers, arrangers, and stakeholders.

•  Track and categorize inquiries to identify recurring issues and opportunities for service improvement.

•  Escalate complex matters to the appropriate teams, vendors, or subject matter experts.

•  Maintain support records and contribute to service performance reporting.

Key Deliverables

•  Online booking tool training sessions and updated supporting materials.

•  Monthly reports on training activities, user assistance, and relevant service metrics.

•  Traveler profile activation and completion status reports.

•  Hotel program documentation, communications, and assigned analytical support.

•  Customer inquiry logs and resolution tracking.

•  Recommendations to improve traveler experience, self-service adoption, and operational effectiveness.

Selection Criteria

•  Bachelor's degree in business administration, travel management, hospitality, communications, or a related field.

•  Three to five years of relevant experience in travel operations, customer service, training, or program administration.

•  Experience with online booking tools, such as Concur or a comparable travel management system.

•  Strong communication, presentation, customer service, and stakeholder engagement skills.

•  Demonstrated problem-solving ability and attention to detail.

•  Proficiency in Microsoft Office applications, including Excel, PowerPoint, Outlook, and Teams.

•  Ability to work independently, manage competing priorities, and collaborate effectively in a fast-paced environment.

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.