Senior Client Service Specialist

(Senior) Ombuds Services Officer The Asian Infrastructure Investment Bank (AIIB) is a multilateral development bank whose mission is financing Infrastructure for Tomorrow in Asia and beyond-infrastructure with sustainability at its core. We began operations in Beijing in 2016 and have since grown to 111 approved members worldwide. We are capitalized at USD100 billion and AAA-rated by the major international credit rating agencies. Collaborating with partners, AIIB meets clients' needs by unlocking new capital and investing in infrastructure that is green, technology-enabled, and 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. Through providing independent, confidential, impartial, and informal services, OMB is critical to achieving the Bank's mission by helping to maintain a respectful working environment. OMB performs three principal functions: (i) provide impartial and confidential assistance in the informal resolution of conflicts and other issues brought to OMB's attention; (ii) monitor trends and emerging issues and provide guidance and advise on ways to improve the workplace environment; and (iii) 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 will report 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 individual visitors calling upon ombuds services for assistance. Guide visitors to identify solutions or options to resolve specific issues in an impartial and equitable manner. Make suggestions or recommendations, as appropriate, on action needed to resolve a disagreement. Analyze and prepare reports to the Management on systemic issues, critically assess policies and approaches, and propose how existing systems can be enhanced where necessary based on all feedback from staff. 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 the activities of the OMB for presenting to the Management and AIIB Board and Committee, 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 and understanding 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 in handling workplace disputes/conflicts (such as performance, discrimination, harassment, compensation and benefits, terminations, and organizational change) and in developing/enhancing the regulations, rules, and procedures in large organizations/companies. At least five years' experience in a multinational organization and/or a multicultural environment is required. A master's degree in conflict resolution, organization behavior, psychology, counseling, law, management, or related fields from a reputable university. Certified mediator qualification is essential. Experience in designing and delivering training in respectful workplace culture, conflict resolution, negotiation, communication, and related subjects. Demonstrated analytical, problem-solving, and interpersonal skills. Proven ability to promote organizational value and contribute to a collaborative team environment, build trust among colleagues, work effectively across disciplines with stakeholder groups and senior officials, and organize crosscultural events to achieve the set goals. Track record of dealing with confidential matters and work 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, including the ability to draft/negotiate/present technical documents. Ability to communicate verbally in Mandarin is an advantage. Commitment to diversity, equality, inclusion, and sensitivity to crosscultural factors in communications 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 from both within and outside AIIB members, regardless of nationality, religion, gender, race, disability, or sexual orientation. Join in 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. ALL CURRENT VACANCIES * Closing Date: All opportunities close at 11:59 p.m. (GMT+8) on the dates listed. ** Job Type: Recruitment of staff is conducted through a merit-based competitive selection process. AIIB shall strive to provide employment opportunities open to all suitably qualified applicants, regardless of religion, gender, race, disability, sexual orientation or nationality.