Bibi Mehjabeen Hosany

I currently work under the leadership of the Resident Representative based in Mauritius; and in liaison with Country Department’s Operations Manager and the Senior Executive Assistant, both based in Mozambique who provide supervision and guidance to the Department’s ACS (Administrative Client Support) staff. I provide administrative and client support to Operational Staff working in various sectors, coordinated by the Task Team Leader (TTL). My job implies frequent interaction with other institutional units, staff in other locations (locally and internationally), Government officials, consultants, and external organizations. My duties and responsibilities are as follows:

(i) Operational and administrative support

• Use desktop processing skills to produce complex texts, reports, presentations, charts, figures, graphs, etc., according to World Bank format and distribution.

• Collect and input data provided by Task Team Leaders (TTLs) into the central database, including processing new project status reports.

• Keep abreast of the Organization’s directives and ensure effective processing of all project documents.

• Draft correspondence (standard letters, memos, faxes, etc.) conforming to the Organization’s regional standards, using proper grammar, punctuation and style and proofread materials;

• Schedule and organize meetings, missions, and other events;

• Draft minutes of meetings and provide assistance in editing large documents.

• Maintain up-to-date unit project files (both paper and electronic) and retrieve data from various sources and compile these for use by the TTLs, Resident Representative/Operations Manager/Country Director and/or the Country Management Unit (CMU).

(ii) Information Management and Client interaction

• Answer internal and external queries on the assigned portfolio or, as necessary, take accurate and comprehensive telephone messages, and route them to appropriate persons to handle.

• Maintain current distribution lists, phone/address lists of project/product contacts, and distribute documents for the team.

• Co-ordinate with service units, and liaise frequently with team members both in Washington and in the Country Office;

• Track and report on appropriate aspects of the Team’s operational activities.

(iii) Time management & Logistics planning

• Co-ordinate time management and schedules, taking current and future priorities into account, anticipate and monitor changes, and communicate the information;

• Track assigned tasks/project steps/ timetables using modern office management technologies, coordinate with relevant staff, provide assistance and/or information on project-related matters;

• Solve non-routine problems creatively and resourcefully and assist in preparation and logistical planning for various events, e.g. conferences, workshops, negotiations, board presentation and signing, among others.

Other duties

• Serve as a back-up to other staff and Task Team Assistants on project and administrative tasks.

• Recruitment & On-boarding, providing administration support to HR team.
• Overseeing and co-ordinations office administrative procedures, coordinating the separation process, preparing expense reports and office budgets.
• Establishing work priorities, supervising administrative staff, managing clients database, administering policies and procedures.
• Planning for office services, submitting timely reports and preparing presentations/proposals, conducting analyses and overseeing administrative operations, conferring with accounts department.
• Planned, organised and managed recruitment and selection processes, consistently meeting budget targets and recruitment goals.
• Worked closely with manager, aiding HR improvements and strategy for continued development of best practices.
• Monitored company HR data and trends to assess productivity, strategy and goals.
• Educated line managers on policy and process changes for implementation.
• Carried out new-starter HR briefings, providing up-to-date advice on best company practices for consistent staff compliance.
• Managed complex disciplinary procedures, upholding professional standards within the organisation.
• Fostered positive work relationships through open communication channels with employees at all levels.
• Addressed employee conflicts, following corporate procedures for timely resolution.

• Managing and supervising staff.
• Completing accurate and thorough reports.
• Providing support to team.
• Ensuring team members are appropriately groomed.
• Thoroughly monitored operations across airport network, identifying threats to schedules, performance or safety.
• Established robust communication channels enhancing inter-departmental coordination.
• Facilitated emergency response drills, ensuring preparedness for potential crises.

• Planning, coordinating, and maintaining scheduling of meetings.
• Prioritised tasks effectively, ensuring optimal productivity in high-pressure situations.
• Managed over 50 customer calls per day.
• Exceeded sales targets through strategic planning and execution of initiatives.
• Built strong relationships with customers to foster loyalty and repeat business.
• Escalated complex issues appropriately, minimising downtime instances.
• Served as primary point of contact for customers, providing timely assistance.
• Handled complicated customer issues for a smoother transaction process.
• Utilised CRM software effectively, improving data management efficiency.
• Boosted client relations through effective communication skills and empathy.
• Trained new hires with the aim of maintaining company standards and procedures.

• Drawing charts and graphs, reporting results of statistical analyses.
• Successfully delivered on tasks within tight deadlines.
• Handled high-volume telephone and email enquiries to minimise backlogs.
• Improved efficiency and productivity by acquiring new skills.
• Offered friendly, efficient customer service and handled challenging situations with ease.
• Completed opening and closing procedures, from product replenishment to budget control.
• Served customers to drive sales and deliver top-quality experiences.
• Conducted research and gathered information from multiple sources to present clear results.

• Improved organisational efficiency with accurate record keeping and report generation.
• Facilitated inter-departmental collaborations for successful project execution.
• Facilitated conflict resolution among team members; created a harmonious working environment.
• Maintained an organised filing system, facilitating ease of access to documents when needed.
• Reviewed and updated office policies to ensure compliance with regulatory standards.