IDB2735 - Ombudsman

Responsible for providing an informal resolution mechanism for grievances and conflicts relating to workplace issues, within IsDB Group in an impartial and objective manner. The Ombudsman’s work is directed at promoting good practices in personnel management, enabling organizational and operational efficiency, and fostering a harmonious and productive work environment.

Strategic and Operational Responsibilities:
Grievance prevention and resolution

• Receive complaints from staff through a variety of channels such as written, phone, and face-to-face meetings.

• Consider applications of staff members with regard to their workplace issues and strive to prevent or settle disputes or grievances through mediation or other appropriate and amicable means.

• Notify the staff member of the outcome of all efforts to prevent or settle any grievance amicably, within a maximum period of twenty (20) days from the date of receipt of the correspondence.

• Act as expeditiously as possible in resolving complaints submitted by staff members.

• Prevent conflict and facilitate resolution, through individual consultation, mediation or other appropriate mean.

• Review and analyse each situation objectively and provide appropriate guidance, clarification with regard to rules and procedures or any information that may be relevant to the issue under consideration.

• Informally research the facts of a grievance, which, with the agreement of the staff member, may involve contact with the relevant authorities.

• Treat all parties equally, advocate for due process and procedural fairness, and work to facilitate a solution that is fair and acceptable to all parties.

Counselling Staff

• Provide off the record advice, counsel, guidance, and assistance to staff members with regard to any workplace concerns and issues from all
  perspectives and identify the options available for resolving such concerns and issues.

• Encourage staff members to resolve their concerns and issues through informal mechanisms but allow them to assess and determine the best option at their own discretion for resolving such concerns and conflicts.

• Ensure that no solution is imposed by the Ombudsman on one of the parties.

• If requested by a staff member, speak with any interested parties with the objective of helping the parties become ready to talk to one another, and help staff members to choose the best mechanism for an acceptable solution.

Advising Management

• Upon request, provide informal advice and counsel to Management, regarding the treatment and rights of staff.

• Identify trends and systemic problems and highlight gaps in policies or procedures, that may hinder fairness and equity.

• Upon request, give advice and makes recommendations to Management for the improvement of the overall working environment.

Awareness Raising, Reporting and Outreach

• Lead, plan, and organize regular presentations, trainings sessions and conferences to staff on grievances mechanisms, policies, procedures, and
  staff rights and duties in coordination with HRMD and General counsel.

• Lead, plan, and organize regular, inductions, briefings to IsDB Group Management members and to DGs, Directors and Managers on grievances
  mechanisms, policies, procedures, and staff rights and duties.

• Produce, publish and disseminate regular outreach materials (Newsletters, Videos, News, etc.) on grievances mechanisms, policies, procedures, and staff rights and duties.

• Submit bi-annual reports to the Chairman, IsDB Group on the types of complaints received without disclosing the identity of the staff involved. The report should highlight trends, systemic problems and gaps in policies or procedures.

• Maintain complete and strictly confidential records of all complaints, procedures followed and findings/ recommendations.

Leadership Responsibilities & Coordination

• Coordinate the provision of advisory services and technical guidance in matters related to moral and ethical compliance to IsDB organizational units.

• Provide motivational and inspirational leadership for IsDB staff.

• Act as a role-model to communicate to the IsDB staff values and leadership competencies and provide direction and support in times of change.

• Advocate and uphold high standards of personnel management commensurate with the standing of the IsDB as a multilateral development
  institution and its goal to be an employer of choice.

• Pay due regard to compliance with the relevant IsDB policies and internationally accepted standards of personnel management, internal and
  external precedents, norms of ethical conduct, fairness, equity, transparency, and good governance practices.

• Ensure regular consultation and synergy with IsDB’s General Counsel, IsDB Group’s Legal Teams, and with IED and HR teams on staff grievance matters.

• Contribute to creating a sound working environment that is both fair and just.

• Contribute to the initiatives relating to staff wellness and capacity building in terms of conflict management. 

Academic and professional qualifications:

• Master’s degree Public Relations/ Business Administration or related discipline.

• Minimum 10 years of relevant experience in grievance handling, HR, mediation and conflict resolution, of which 5 years in the supervisory/managerial role.

• Ability to adapt to changing business circumstances to maintain effective performance of the Unit.

• Ability to draw actionable steps from IsDB overall strategy.

• High degree of confidentiality and protection of sensitive information.

• Ability to maintain a rational and objective demeanour when faced with difficult situations.

• Ability to carry out performance evaluations at the Unit and direct report level.

• Ability to plan and prioritize tasks effectively.

• Ability to influence others using rational arguments, identify basis for compromise and reach an agreement.
  
• Ability to identify risks and implement necessary mitigation measures.

• Consistently work to a high standard and look for ways to improve current working practices and processes for the benefit of the Bank.

• Ability to listen to employees’ complaints.

• High level of objectivity, impartiality and independence.

• Able to apply the Principle of Natural Justice.

• Knowledge of the prevailing Labour Laws.

• Ability to interpret the policies and laws.

• Report writing skills.

English : Mandatory

Arabic: Preferred

French: Preferred