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Vacantes de Directores de políticas y planificación en Luxemburgo

(senior) Social Development Specialist (m/f)

Clasificación del trabajo: Directores y gerentes : Directores administradores y comerciales : Directores de administración y servicios : Directores de políticas y planificación.

Führungskräfte : Führungskräfte im kaufmännischen Bereich : Führungskräfte in der betrieblichen Verwaltung und in unternehmensbezogenen Dienstleistungen : Führungskräfte in Unternehmenspolitik und -planung

Descripción de la oferta de trabajo:


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 aims at resolving the problems that led to the complaint.

A large majority of complaints handled by the CM relate to projects and/or operations financed or supported by the EIB Group, and relate more particularly to environmental and social concerns. 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 social development matters, IFI'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

As (Senior) Social Development Specialist, internally referred to as (Senior) Officer, you will report to the Head of Complaints Mechanism and will work in close collaboration with other members of the Division. You will furthermore coordinate your work with the relevant services in the different Directorates of the Bank/ the EIF.


Within the Complaints Mechanism Division, you 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, you 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. Capable of a rigorous analytical approach.

 Ensure coordination with different services involved in view of establishing a Bank's position.

 Where relevant, guide 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 and suggestions for improvement.

 Try to resolve the underlying issues giving rise to the complaint or grievance. Problem-solving attitude.

 Propose improvements to existing procedures, if appropriate.

 Draft appropriate answers to complainants.

 Internal communication: convince Bank services of CM viewpoints – excellent ability to interact at different levels of hierarchy. Ability to place details in a wider context.

 External: demonstrate excellent communication and diplomatic skills to interact and communicate with third parties outside the Bank, such as Complainants, Promoters, Government Agencies, other IAMs.

 Perform any other duties relevant to the role and the CM function, as requested by the Head of Complaints Mechanism and/or Head of Unit.


 University degree, preferably with studies oriented towards social science, economics, law and/or political science.

 A post-graduate degree at Master's level or equivalent would be an advantage and a multidisciplinary background an asset.

 Relevant professional experience of a minimum of 5 years and excellent knowledge of the project cycle.

 Experience in the handling of Environmental and Social Impact Assessments and related management plans, e.g. EIA reports, resettlement action plans, stakeholder engagement plans, social monitoring reports, etc.

 Excellent knowledge and practice of EIB and/or relevant IFIs project related policies and procedures, including environmental and social policy and standards.

 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.

 Knowledge and/or experience in human rights is an asset.

 Good knowledge of EU regulations and institutional framework.

 Fluent English report writing skills and a good knowledge of French*. Knowledge of another (non)-EU language would be an advantage.

País del trabajo: Luxemburgo.

Número de puestos: 1.

Nivel educativo: Máster o nivel equivalente.

Experiencia: 5 años.

Empleador: BEI .

Instrucciones para solicitar:

Vous êtes invité à introduire votre candidature par le site internet :

Identificador de la vacante:PES_LU_622998.

Ver las 126 ofertas de trabajo de Directores y gerentes : Directores administradores y comerciales : Directores de administración y servicios : Directores de políticas y planificación ofertadas.

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