Description

JOB DESCRIPTION

Description

IFC — a member of the World Bank Group — is the largest global development institution focused on the private sector in emerging markets. We work in more than 100 countries, using our capital, expertise, and influence to create markets and opportunities in developing countries. In fiscal year 2023, IFC committed a record US$43.7 billion to private companies and financial institutions in developing countries, leveraging the power of the private sector to end extreme poverty and boost shared prosperity as economies grapple with the impacts of global compounding crises. For more information, visit

The Environmental & Social (E&S) Policy and Risk Department (CES) is responsible for:

• Policy: maintaining IFC's E&S policies, procedures and systems.

• Knowledge: developing knowledge products training and accreditation for IFC staff.

• Risk: providing E&S policy and risk oversight of the high-risk projects in IFC's investment and advisory pipeline, and high-risk and non-performing projects in IFC's investment portfolio.

• Stakeholder Grievance Response: facilitating and improving IFC's ability to resolve stakeholder complaints quickly and effectively, and to address both CAO complaints and project-related E&S complaints received directly by IFC (Direct Complaints).

CES works in close collaboration with IFC's investment departments and the ESG Sustainability Advice and Solutions Department (CEG). Within CES, the Stakeholder Grievance Response (SGR) team delivers on IFC's commitment to accountability and responsiveness to project-affected communities by supporting early action and proactive problem solving by IFC teams and clients when responding to E&S complaints from external stakeholders.

Objectives / Purpose of the Assignment
IFC's Environmental and Social Performance Standards ) define IFC clients' responsibilities for managing the E&S risks and impacts arising from their business activities. Where local communities are potentially impacted, they should have recourse to communicate their concerns to the client company through a project-level grievance mechanism, and, if necessary, to IFC directly. They also have access to CAO, IFC's independent accountability mechanism. The SGR function was created to facilitate these processes and strengthen IFC's response to E&S complaints.

CES is looking for a highly motivated E&S professional to join the SGR team. The successful candidate will work closely with operational teams and CES policy, knowledge and risk officers to support SGR case officers responding to stakeholders grievances; help receiving, analyzing and tracking of both CAO and Direct Complaints; and support outreach and communication efforts. SGR staff champion complaints responsiveness; contribute to relevant policy work and knowledge products; and develop and deliver staff training, lessons learned, and guidance relating to grievance response.

Duties and Accountabilities

• Provide support and coordination for IFC's receipt and handling of Direct Complaints and formal response to CAO cases.

• Receive and track complaints, maintain data quality and coordinate data analysis and reporting, provide analysis and support to SGR Officers on complaints, track and report on milestones and deliverables.

• Liaise with senior management offices and relevant IFC stakeholders during the complaints process.

• Develop content for IFC internal communications, such as emails, newsletter stories, announcement blurbs, videos, intranet sites, etc.

• Provide organizational and logistical support for awareness raising events and (in person and virtual) training sessions.

• Support development of learning modules to provide capacity building to staff on complaint response and complainant engagement, such as eLearnings, Videos, and other online training materials.

• Support the creation and dissemination of SGR new case management system.

• Support, as needed, Regional Case Officers with handling CAO and Direct Complaints cases.

Selection Criteria

• Master's degree in international or sustainable development, communications, or other relevant discipline, plus a minimum of five years of relevant professional experience.

• Familiarity with IFC and/or the World Bank Group operations and organization.

• Exemplary project management skills and ability to manage multiple tasks under tight deadlines. Demonstrated ability to adapt to changing circumstances, organize and prioritize deliverables, and maintain attention to detail.

• Ability to communicate effectively and concisely in spoken and written English is essential. Additional language skills a plus.

• Knowledge of IFC Sustainability Framework and Performance Standards a plus.

• Technological skills and familiarity with data tracking and management programs a plus.

• Highest personal integrity and ethical standards, with demonstrated ability to handle confidential matters in a discreet and respectful manner.

• Ability to work as a member of a multi-disciplinary and multi-cultural team, work effectively in and influence a team.

World Bank Group Core Competencies

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

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.

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