Senior Manager – Stakeholder Engagement and Grievance Response – GH  

IFC a member of the World Bank Group is the largest global development institution focused on the private sector in emerging markets. We work in more than 100 countries, using our capital, expertise, and influence to create markets and opportunities. Our mission is to leverage the power of the private sector to end extreme poverty and boost shared prosperity on a livable planet.

The Environmental & Social Policy and Risk Department (CES) serves as the guardian of IFC Environmental and Social (E&S) policies and standards (http://www.ifc.org/performancestandards). The department is responsible for providing independent E&S expertise, advice, guidance, and review of E&S risk management across the Corporation. In addition, CES provides global support to IFC’s regional ESG teams, embedded in operations. This support includes assistance with project-level stakeholder engagement and grievance response, E&S knowledge sharing and training, as well as the development and implementation of E&S systems and tools.

IFC operates in a complex and dynamic environment and recognizes the important role that civil society organizations (CSOs) and other stakeholders play in advancing socially and environmentally responsible development. IFC is committed to proactive problem-solving and response to stakeholder complaints and concerns related to the E&S impacts of IFC’s investments. 

CES is looking for a highly motivated development professional with proven leadership skills to lead the Stakeholder Engagement and Grievance Response (SEGR) team. This is a high-profile role with an opportunity to shape IFC’s approach to CSOs and stakeholder grievances and make a meaningful impact. The successful candidate will manage the team of 20 staff that support regional and project level CSO engagement, facilitate the implementation of the CAO policy, and manage the effective grievance resolution for project-affected communities.

The SEGR Senior Manager will work closely with IFC’s Regional Departments and regional ESG teams, Industry Departments, Communications & Outreach Department, Legal Department as well as the CAO and the Board.

The SEGR Senior Manager will report to the CES Director and is part of the CES Leadership Team.

Duties and Accountabilities 

Leadership and Strategy

• Lead Stakeholder Engagement and Grievance Response (SEGR) teams strategy and prioritization 
• Champion CSO engagement and grievance response at all levels of the institution; advocate for culture change, engagement, proactivity, and problem-solving approaches
• Provide thought leadership and develop “external-facing” grievance response function for IFC
• Mentor staff and support career development

Operational 

• Oversee SEGR work program
• Ensure high-quality outputs by team; manage budgets and timeline
• Identifying CSO partners to solve problems as early as possible in support to IFC clients. Calibrate engagement through CSO mapping, CSO engagement plans and an enhanced internal alert system to identify, flag and respond to emerging CSO reputational risk early on
• Manage the identification and pairing of CSO relationship managers to build and maintain effective engagement, regular consultations, dialogues, and partnerships with CSO
• Manage CAO cases and Direct Complaints including SEGR team’s engagement with operational teams, risk officers, legal and comms
• Support management, teams and clients on complex, high-profile CAO cases.
• Guide the preparation and clearance of IFC’s Management responses to CAO compliance investigations
• Provide support to Regional ESG Managers, Country Managers and Regional Directors 
• Liaise with advisors to the Board of Directors and CAO
• Identify and disseminate lessons learned and drive roll-out of training to staff
• Contribute to overall CES priorities and provide cross-department support to the Director and other members of the CES Leadership Team 

Selection Criteria

The successful candidate for this position is expected to have educational qualifications in a relevant discipline, a strong professional background in social development and/or environmental assessment and/or investment structuring in activities with significant social/environmental risks, a proven track record in private sector investment delivery, people management/leadership skills, and familiarity with the IFC’s Sustainability Framework. Specific criteria include: 

• Advanced degree in social/environmental sciences, international development, policy, human rights, dispute /conflict resolution or other relevant discipline.

• Minimum of 20 years of relevant experience, including private sector experience in areas such as: E&S risk assessment and management, social or community development, stakeholder engagement and/or dispute resolution.

• International experience required with focus on developing countries. 

• Knowledge of IFC’s Sustainability Framework or equivalent.

• Knowledge of the CAO policy and experience with other MFI/DFI independent accountability mechanisms is strongly preferred.

• Creative, strategic and independent thinker supporting a balanced view. Ability to conceptualize ideas, translate these into actions and drive uptake. 

• Excellent people skills including the ability to listen, understand different perspectives and relate well with a wide range of internal and external parties in potentially tense or conflictive situations.

• Practical, problem-solving mindset and consensus building orientation.

• Strong negotiation skills and the ability to maintain an overview of the broader picture, considering precedent-setting implications while adopting a case-by-case approach. 

• Effective and persuasive communicator (both oral and written English language skills) able to clearly and concisely articulate positions. 

• Exemplary project management skills and ability to manage multiple tasks simultaneously under tight deadlines.

• Ability to work effectively as a member of a multi-disciplinary team.

• High personal integrity and emotional intelligence, with demonstrated ability to handle sensitive matters in a discreet and respectful manner.

• Effectively deal with complexity, ambiguity and crisis with confidence and discretion. Calm under pressure.

• Clear understanding of, and experience in, the operation of IFC markets, including those in FCS and IDA countries.

• Ability to represent IFC to key external clients, government authorities, other stakeholders and critics.

• Willingness to travel as and where necessary.

• Meet World Bank Group-wide managerial selection criteria including courage of your convictions, leading the team for impact, influencing across boundaries, fostering openness to new ideas, and building talent for the future. 

World Bank Group Core Competencies

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the World Bank and IFC, including our values and inspiring stories.

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