Senior Grievance Handling Consultant
Senior Grievance Handling Consultant
Application close date
03/27/2026
1. Project Background
AIIB is in the process of reinforcing the team that manages project-level environmental and social complaints. The Bank is looking for an individual consultant to assist in the case handling of on-going complaints, as well as contributing to foundational work for a more robust Grievance Redress Service (GRS).
2. Objectives of the Assignment
Working as part of the Sustainability and Fiduciary Solutions Department (SFD) the selected Consultant / Grievance Specialist â Grievance Redress Service (GRS) will work as a core member of the GRS Team. The GRS is the AIIB channel for individuals and communities to submit complaints related to adverse environmental and social impacts on AIIB-financed projects. The GRS is the avenue for project-affected people to seek greater accountability from AIIB management through efficient handling of grievances. The Consultant will support the GRS Team and work alongside Project Teams to facilitate solutions, specifically collaborating with Bank Project Teams to address complaints received directly or through Project Teams. The Consultant will also contribute to the development of foundational AIIB GRS documents and learning products, conduct training, and overall support the establishment and roll-out of the AIIB GRS. The Consultant will report to the GRS Focal Point.
3. Scope of Services
The scope of services is two-fold: (i) provide support on ES complaints handling and resolution; and (ii) provide support for the development of the GRS. The Consultant will participate in case handling for environmental and social complaints. In this respect, the Consultant will join Project Teams in managing the process to resolve cases. This work will be done partially at the AIIB Headquarters in Beijing, China at the outset of the assignment to work alongside the other team members. The HQ assignment is anticipated for April 20 â June 20, 2026. The remainder of the services will be completed remotely, unless any mission or return travel to HQ is required.
3. Scope of Services (Continued)
(No Value)
4. Consultancy Output / Deliverables
The consultant will assist the AIIB complaints handling team in the performance of the following tasks: 1. Support the resolution of GRS cases, facilitating problem-solving processes by working jointly, as appropriate, with Bank Project Teams.2. Provide expert advice and guidance to Project Teams on grievance redress and engagements with Clients and Complainants. 3. Ensure regular and prompt update of case records. 4. Contribute to reporting on management of GRS cases by providing inputs to GRS quarterly reports, high-risk case briefs, and the GRS webpage. 5. Contribute to the development of GRS documentation: Grievance Redress Action Plan template (GRAP), case closing report template. 6. Contribute to analytical work, including a guidance note on GRS for Bank staff, and the template for the first annual AIIB GRS Annual Report. 7. Contribute to the design and delivery of GRS training, workshops, and other learning events. 8. Perform other related functions that would be assigned from time to time.
4. Consultancy Output / Deliverables (Continued)
(No Value)
5. Implementation Arrangement
The Consultant will work closely with the Bankâs Complaints Handling Focal Point, Bank Project Teams, and Bank Environmental Specialists and Social Development Specialists. This work will be done partially at the AIIB Headquarters in Beijing, China at the outset of the assignment to work alongside the other team members. The HQ assignment is anticipated for April 20 â June 20, 2026. The remainder of the services will be completed remotely, unless any mission or return travel to HQ is required. The assignment includes desk work in her/his home office.
5. Implementation Arrangement (Continued)
(No Value)
6. Support to the Consultant by the Bank
The Bankâs Focal Point for Complaints Handling will coordinate with the Project Team Leaders (PTLs), as well as Social and Environmental Specialists to ensure the necessary documents/data are available to the Consultant in time.
7. Knowledge Transfer and Training
N/A
Qualification Requirement
The Consultant must be a team-oriented professional with proven ability to carry out complex tasks as part of multi-disciplinary teams, capacity to work under pressure, meet strict deadlines, and have the ability to work with and advise Project Teams on complaints handling and problem solving. 1. Advanced degree (Masterâs or PhD) in social sciences, law, political science, or other relevant discipline. 2. At least 10 years of full-time relevant work experience with a sustained record of achieving results in dispute resolution and grievance redress. 3. The ideal candidate will have legal training and / or legal work experience that relates to mediation, conflict resolution, grievance case handling. 4. Excellent knowledge of MDB environmental and social frameworks. 5. Demonstrated capacity to lead and contribute to analytical work and advisory services on E&S and grievance redress. 6. Demonstrated maturity and sound judgement, attention to detail, and proven track record in conveying complex messages succinctly and diplomatically to diverse stakeholders. 7. Strong interpersonal skills and demonstrated ability to work in multi-disciplinary / multi-cultural teams. 8. High personal integrity and ethical standards, with demonstrated ability to handle confidential matters in a discreet and respectful manner. 9. Excellent workflow management and task organization skills, including the ability to coordinate all aspects of assigned responsibilities, and to prioritize and adapt to frequent unexpected changes and tight timeframes. 10. Excellent written and verbal communication skills in English.