This position is based at our Luxembourg headquarters and requires regular office presence. The EIB offers you the opportunity to live and work in a truly international and multi-cultural environment. We also offer relocation support. The EIB, the European Union’s bank is seeking to recruit for its Inspectorate General Directorate (IG), Complaints Mechanism Division (CM), Dispute Resolution Unit at its headquarters in Luxembourg, a (Senior) Dispute Resolution Officer*.

This is a full-time position at grade 5/6 for which the EIB offers a permanent contract.

*internal benchmark: (Senior) Officer

Panel interviews are anticipated for August 2024

Purpose

The EIB Complaints Mechanism (CM) is the EIB Group’s public accountability tool that promotes good administration within the Bank based on concerns raised by the public. The mandate of the CM includes determining whether maladministration attributable to the EIB Group has occurred. In consultation with the Bank’s services, the CM also aims at resolving the problems that led to the complaint.

A large majority of complaints handled by the CM relate to projects and/or operations financed or supported by the EIB Group. The diverse CM team consists of individuals with a wide range of professional backgrounds, adhering to guiding principles of teamwork, strong professional ethics, and high commitment

In order to complement its team, the Complaints Mechanism is looking for a seasoned professional with extensive knowledge and experience resolving disputes in the context of infrastructure projects and/or with environmental and social safeguards-related work. The successful candidate will plan, execute and supervise tasks regarding the handling of complaints, and in particular the design and execution of collaborative dispute resolution processes.

We are looking for a team player who can navigate across cultures and functions. The ideal candidate will have strong communication skills tailored to diverse audiences coupled with a proactive problem-solving mindset. If you are passionate about making impact, this job is for you!

Operating Network

The successful candidate will report to the Head of the Dispute Resolution Unit and will work in close collaboration with other members of the Division. You will furthermore coordinate your work with the relevant services in the different Directorates of the Bank/ the EIF.

This role involves travelling for business purposes as and when required.

Accountabilities

You will contribute to the work of the Complaints Mechanism – through the handling of complex complaints regarding the EIB Group, in order to identify opportunities for a collaborative resolution of the raised issues, thereby promoting the EIB Group’s transparency and accountability vis-à-vis its stakeholders.

More specifically, you will participate in the work of the Dispute Resolution Function within the EIB Complaints Mechanism. As part of this function and for a given complaint, you will:

• Assess the allegations and the underlying dispute and identify the relevant stakeholders.
• Engage with stakeholders in the context of collaborative resolution processes (dialogue facilitation, negotiation, joint fact-finding, formal mediation).
• Try to resolve the underlying issues giving rise to the complaint or grievance.
• Ensure effective coordination with different services involved.
• Coordinate with a variety of external stakeholders and other institutions if necessary (e.g. other IFI’s).
• Supervise more junior staff and/or external facilitators/experts/consultants.
• Collate and analyze information and report about the different phases of the complaint handling process.
• Monitor the implementation of actions agreed in the dispute resolution process.
• Contribute to the regular reporting of the Complaints Mechanism.

You may also

• Develop actions to raise awareness of the Dispute Resolution Function both internally and externally.
• Provide suggestions to address broader concerns as part of the division’s advisory role.
• Propose improvements to existing procedures and to the overall working methods of the Complaints Mechanism, if needed.

Qualifications

• University degree (minimum an equivalent to a Bachelor) preferably in conflict resolution, law, administration, management, social sciences, political science, or related area is required.
• A post-graduate degree at Master’s level or equivalent would be an advantage and a multidisciplinary background an asset.
• Relevant professional experience of a least 5 years.
• Formal mediation training and/or experience in managing (convening and/or facilitating) collaborative dispute resolution processes would be a strong advantage.
• Experience in the handling of environmental and social safeguards-related matters (e.g. review and monitoring of resettlement action plans, stakeholder engagement plans etc.) would be a strong advantage.
• Hands-on experience in stakeholder engagement including public consultation would be an advantage.
• Experience with the approval, monitoring and implementation process of development projects financed by international finance institutions is considered an added advantage.
• Strong analytical and writing ability.
• Excellent knowledge of English and/or French (*), with a good command of the other. Knowledge of other EU languages would be an advantage.

Competencies

Find out more about EIB core competencies here

(*) Unless stated explicitly as a required qualification, a good command of French is not a pre-requisite for hire. As both English and French are however official working languages of the EIB, proficiency in both languages is a pre-requisite for your future career development. Any language clause in your contract must be fulfilled in order for you to be eligible for a promotion (either via the annual appraisal cycle or via an internal selection process). Proficiency is understood to mean the attainment of level 5 of the Inter Institutional language courses, corresponding to B1.2 of the Common European Framework of Reference for Languages (CEFRL). The Bank offers appropriate training support.

We are an equal opportunities employer, who believes that diversity is good for our people and our business. We encourage all suitably qualified and eligible candidates to apply regardless of their gender identity/expression, age, racial, ethnic and cultural background, religion and beliefs, sexual orientation/identity, disability or neurodiversity.

Applicants with specific needs are encouraged to request reasonable accommodations at any stage during the recruitment process. Please contact the EIB Recruitment team [email protected] who will ensure that your request is handled.

By applying for this position, you acknowledge the importance of maintaining the security and integrity of the Information of the EIB Group. In case of selection for the position you agree to comply with all measures (policies, controls, document classification and management) implemented by the EIB Group to prevent unauthorised disclosure of any information or any damage to the EIB Group reputation.

Deadline for applications: 25th July 2024

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