Grievance Handling Consultant
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 the GRS Focal Point and the GRS Consultant / Senior Grievance Specialist to support broad case management. The Grievance Specialist will focus on the intake and review of complaints, as well as contributing to communication materials for the GRS webpage and training. 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, especially written communications and webpage content development. This assignment will be done full-time at the AIIB Headquarters in Beijing, China.
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. Manage the intake of complaints and review whether they meet the GRS criteria. 2. Conduct case evaluations to assess admissibility of complaints. 3. Ensure regular and prompt update of case records, including updating actions taken, filing communications and other supporting documentation, and producing regular statistical or case reports for monitoring and oversight. 4. Contribute to the development of GRS outreach materials and the content of the GRS webpage, trainings, and other learning events. 5. Provide inputs to the GRS quarterly report and high-risk case briefs. 6. Draft case briefs, summaries of cases, and minutes of case meetings. 7. Undertake other tasks assigned by the GRS Focal Point.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 at the AIIB Headquarters in Beijing, China.
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 Grievance Consultant must be a team-oriented professional with proven ability to carry out tasks as part of multi-disciplinary teams, capacity to work under pressure, meet strict deadlines, and produce quality written deliverables. 1. Degree (Masterâs preferred) in social sciences, law, political science, or other relevant discipline. 2. At least 5 years of full-time relevant work experience with a sustained record of achieving quality results in complaints handling. 3. Experience in handling complaints by similar mechanisms or through project-level grievance mechanism is an asset. 4. Knowledge of MDB environmental and social frameworks is an asset. 5. Excellent written and verbal communication skills in English. 6. Experience developing training materials and organizing training programs. 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. Good team player, motivated, problem-solver, with initiative.