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(Senior) Complaints Officer - 104890

Luxembourg

  • Organization: EIB - European Investment Bank
  • Location: Luxembourg
  • Grade: Mid/Senior level - Mid/Senior - Internationally recruited position
  • Occupational Groups:
    • Managerial positions
  • Closing Date: Closed

Job Details
Job Title
(Senior) Complaints Officer
Job ID
104890
Location
LU - Luxembourg
Full/Part Time
Full-Time
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EIB Posting

The EIB, the European Union's bank, is seeking to recruit for its Inspectorate General (IG) –Complaints Mechanism Division (CM), at its headquarters in Luxembourg, a:

(Senior) Complaints Officer

This is a full time position at grade 5/6

The term of this contract will be 4 years

Panel interviews are anticipated for the beginnning of September

The EIB offers fixed-term contracts of up to a maximum of 6 years, according to business needs,

with a possibility to convert to a permanent contract, subject to organisational requirements and individual performance.

Purpose

The EIB Complaints Mechanism (CM) is the EIB Group’s public accountability tool that promotes good administration within the Bank based on concerns raised by the public. In consultation with the Bank’s services, CM also aims at resolving the problems that led to the complaint. CM is undergoing substantial changes in terms of organisation and staffing with a view to adapt to the current needs of the Bank and the public. The policy governing the activities of the CM is currently under review and it is expected that it will enter into force in 2018.

A large majority of complaints handled by the CM relate to projects and/or operations financed or supported by the EIB Group. The diverse CM team consists of individuals with a wide range of professional backgrounds, adhering to guiding principles of team work, strong professional ethics and high commitment.

In order to complement its team, the Complaints Mechanism is looking for a seasoned professional with extensive knowledge and experience in the Bank’s project cycle and the relevant project related policies and procedures. The successful candidate will plan, execute and supervise tasks regarding the handling of complaints against entities of the EIB Group.

Working for the Complaints Mechanism provides the unique possibility to get insights into various and very different areas of the Bank Group (EIB and EIF).

Operating Network

The successful candidate will report to the Head of Complaints Mechanism and will work in close collaboration with other members of the Division. S/he will furthermore coordinate his/her work with the relevant services in the different Directorates of the Bank/ the EIF.

Accountabilities

Within the Complaints Mechanism Division, the successful candidate will support the operation and development of the function – through the handling of complaints with regard to the EIB Group, in order to assess occurrences of potential maladministration and/or identify problem resolution opportunities, thereby promoting the EIB accountability vis-à-vis its stakeholders and ensuring their concerns will be appropriately addressed.

More specifically, in executing the complaints handling process, he/she will:

  • Plan and conduct independent reviews of complaints, report on the observations and issue recommendations for corrective action and/or improvements.
  • Lead the preparation of background documents of the assigned cases as part of the initial assessment and investigation phases;
  • Analyse the complaints and assess whether the Bank’s policies and procedures have been followed.
  • Ensure coordination with different services involved in view of establishing a Bank’s position.
  • Engage with the relevant stakeholders, whenever appropriate.
  • Coordinate with other institutions if necessary (European Commission, European Ombudsman).
  • Supervise more junior complaints officers and steer and monitor the activities of external consultants for reviews performed under a co-sourcing agreement.
  • Follow-up on the implementation of recommendations.
  • Try to resolve the underlying issues giving rise to the complaint or grievance.
  • Propose improvements to existing procedures, if appropriate.
  • Draft appropriate answers to complainants.

Qualifications

  • University degree, preferably in engineering, economics/business administration or a related field
  • A post-graduate degree at Master’s level or equivalent would be an advantage and a multidisciplinary background an asset.
  • At least 5 years of relevant professional experience and excellent knowledge of the project cycle.
  • Experience in the handling of Environmental and Social Impact Assessments and related management plans, e.g resettlement action plans, stakeholder engagement plans etc.
  • Excellent knowledge and practice of EIB relevant project related policies and procedures, including EIB environmental and social standards, PJ and OPS procedures manuals or project cycle related market practice. Knowledge of environmental and social standards of other multilateral institutions, notably the World Bank and IFC, would be an advantage.
  • Experience should ideally cover one or several of the following:  social, technical, environmental, economic and/or financial elements of projects through the feasibility, design, development and supervision phases of projects and including some management and operational practice;
  • Professional experience in providing advisory services gained with a consultancy, corporate, research institute or financial institution will be an asset.
  • Experience in handling of complaints is an asset;
  • Good knowledge of the Bank’s objectives, policies, procedures and organisation.
  • Good knowledge of EU regulations and institutional framework;
  • Knowledge of the Bank’s standard IT tools
  • Internal communication: ability to convince Bank services of CM viewpoints – excellent ability to interact at different levels of hierarchy. Ability to place details in a wider context.
  • External: Excellent communication and diplomatic skills to interact and communicate with third parties outside the Bank, such as Complainants, Promoters, Government Agencies, other IAMs
  • Analytical skills - Capable of a rigorous analytical approach
  • Problem solving attitude
  • Fluent English report writing skills and a good knowledge of French (*). Knowledge of another (non)-EU language would be an advantage 

Competencies

  • Achievement Drive: continually keeps an eye on performance, focusing on improving it, showing drive and determination to meet short and long-term goals. Perseverance in the analysis of issues. Organisational and planning skills in order to manage complex tasks, and finalizing the audit assignment. Problem solver: Capable of a rigorous analytical approach and result oriented
  • Change Orientation: Adapts to differences and changes in the environment; takes a flexible approach to reach outcomes.
  • Collaboration: Works cooperatively as part of a team; works collaboratively with peers across organisational boundaries based on a genuine interest in and an accurate understanding of others and their individual perspectives and concerns.
  • Organisational Commitment: Is willing to commit to an organisation whose mission is to support Europe and is open to diversity, and to align her/his own behaviour with the organisation’s needs and intrinsic values, acting  with integrity in ways that promote the organisation’s mission, policies and rules

(*) There may be certain flexibility on this requirement, but limited to particularly suitable candidates who may not yet be proficient in French. If selected, such candidates will be hired on the condition that they build up rapidly knowledge of French and accept that their future career in the EIB may be subject to the attainment of sufficient proficiency in both of the Bank's working languages

Deadline for applications: 8th August 2018

We believe that Diversity is good for our people and our business. We promote and value diversity and inclusion among our staff and candidates; irrespective of their gender, age, nationality, race, culture, education and experience, religious beliefs, sexual orientation or disability

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