Senior Client Service Specialist

Senior Client Service Specialist - Asian Infrastructure Investment Bank The Asian Infrastructure Investment Bank (AIIB) is a multilateral development bank whose mission is to finance Infrastructure for Tomorrow in Asia and beyond, emphasizing sustainability. With operations beginning in Beijing in 2016, AIIB has grown to 111 approved members worldwide, is capitalized at USD 100 billion, and holds a AAA rating from major credit rating agencies. AIIB unlocks new capital and invests in green, technology‑enabled infrastructure that promotes regional connectivity. The Office of the Ombudsperson (OMB) has a broad mandate to look into staff‑related issues, consider conflicts of any nature related to employment by AIIB, and assist in their informal resolution. OMB provides independent, confidential, impartial and informal services critical to maintaining a respectful working environment. OMB performs three principal functions: 1) provide impartial and confidential assistance in informal resolution of conflicts and other issues; 2) monitor trends and emerging issues and advise on ways to improve the workplace environment; and 3) manage the Respectful Workplace Advisors (RWA) program. The (Senior) Ombuds Services Officer will be responsible for developing and enhancing related policies, rules, and procedures, providing mediation services, training, communication and outreach. The position reports to the Ombudsperson. Responsibilities Provide staff with consultations and advice on issues or problems involving professional matters or employment conditions in AIIB. Provide mediation to facilitate the resolution of workplace conflicts and disputes. Advise on issues brought to OMB's attention by visitors calling upon ombuds services for assistance. Guide visitors to identify solutions or options to resolve specific issues impartially and equitably, and make appropriate suggestions or recommendations for action. Analyze and prepare reports to management on systemic issues, critically assess policies and approaches, and propose enhancements based on staff feedback. Maintain an independent process for data collection, analysis and reporting that safeguards confidentiality, and prepare regular reports based on anonymous aggregate data. Assist in crafting and enhancing policies, regulations, rules, procedures and systems on ombuds services. Prepare reports on OMB activities for presentation to management, the AIIB Board and committees, as required. Manage and promote the RWA program by organizing training for RWAs, guiding them in handling specific issues, and encouraging program use among colleagues; develop and implement communication and outreach initiatives to strengthen awareness of ombuds services and the RWA program. Assist the Ombudsperson in administering the Mediation Scheme. Keep abreast of ombuds practices in international organizations. Carry out other duties as assigned by the Ombudsperson. Requirements Minimum 8‑10 years of relevant experience handling workplace disputes/conflicts (performance, discrimination, harassment, compensation and benefits, terminations, and organizational change) and developing/enhancing regulations, rules, and procedures in large organizations. At least five years’ experience in a multinational or multicultural environment is required. A master’s degree in conflict resolution, organizational behavior, psychology, counseling, law, management, or related fields from a reputable university. Certified mediator qualification is essential. Experience designing and delivering training on respectful workplace culture, conflict resolution, negotiation, communication and related subjects. Demonstrated analytical, problem‑solving and interpersonal skills, with a proven ability to promote organizational value and collaborate across disciplines and stakeholders. Track record of managing confidential matters sensitively in multicultural environments, with an established reputation for integrity, sound judgment, fairness and discretion. Strong active listening skills. Excellent command of oral and written English, with the ability to draft, negotiate and present technical documents; verbal Mandarin is an advantage. Commitment to diversity, equality, inclusion and sensitivity to cross‑cultural factors in communication and interpersonal relations. AIIB is committed to diversity, transparency, and inclusion. We believe our strength comes from having a team with the right diverse skills, experiences and abilities selected through a merit‑based competitive process. We actively encourage applications from people within and outside AIIB members, regardless of nationality, religion, gender, race, disability or sexual orientation. Join AIIB's mission to promote sustainable infrastructure investments and to improve social and economic outcomes in Asia and beyond. Previous experience and qualifications will determine the grade and job title at which successful applicants will enter AIIB. We are delighted to provide employment opportunities open to all suitably qualified applicants, regardless of religion, gender, race, disability, sexual orientation or nationality. #J-18808-Ljbffr