Description

The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty and promoting shared prosperity. With 189 member countries and more than 120 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. For more information, visit www.worldbank.org.

Operations Policy and Country Services (OPCS) plays a pivotal role in achieving the World Bank Group’s mission. OPCS assists frontline staff in delivering results to clients through sound operations policy and strong country support. In the World Bank Group structure, OPCS is at the center of operations and delivery, and serves as the link between the Global Practices and the Regions. OPCS develops and oversees the Bank’s operational policies for country strategies, lending operations, advisory services and analytical support, financial management, procurement, and environmental and social safeguards. It oversees the Bank Group’s Corporate Scorecard; manages interactions with the Bank’s oversight units; and co-leads the results measurement and evaluation stream in the Bank Group. OPCS teams provide advice and support to World Bank management and staff as well as hands-on assistance to help teams leverage the Bank’s policies, processes, and risk management tools for our country clients. Working in OPCS helps World Bank professionals gain broad exposure to strategic operational issues and develop a deeper understanding of the Bank’s business. OPCS’s staff are organized in four departments:
• Operations Standards, Environment and Social (OPSES) is responsible for Environmental and Social Standards and Safeguard Policies, including support to operations, learning and training, knowledge management, reporting, interface with the Inspection Panel, and management of the Grievance Redress Service (GRS).  
• Operations Standards, Procurement, Financial Management (OPSPF) is responsible for ensuring technical excellence in the financial management and procurement, and manages selected aspects of the anticorruption in operations agenda and the UN agencies engagement in operation program;
• Operations Policy and Quality (OPSPQ) consolidates the corporate support and oversight of country strategies and all financing instruments as well as managing operational learning and the Operations Help Desk;
• Operations Strategy, Risk and Results (OPSRR) supports Bank staff and Management in strengthening the focus on results and risk to achieve the Bank’s strategic objectives.

Duties & Accountabilities

The GRS is seeking to incorporate a highly motivated Social Development Specialist (ETC) as a core member of its team.  He/she will support the GRS team and collaborate with Bank task teams to address complaints received directly or through task teams. The Social Development Specialist will report to the Manager for Environmental and Social Standards and Grievance Redress (OPSGR), and work under the direct supervision of one or more regional GRS focal points.
As part of GRS regional team, his/her specific duties include:
• Provide support to the Intake and Evaluation of new complaints, by reviewing all complaints that are submitted to the GRS, preparing draft GRS Intake reports, and where necessary communicating with complainants or Bank task teams to gather sufficient information to ascertain admissibility.
• Ensure prompt updates of cases in the GRS Case Management System, including filing of correspondence and supporting records. 
• Support preparation of monthly Corporate and CMU-specific logs of current GRS cases.
• Provide support to the GRS regional focal points with monitoring of active GRS cases, including monitoring of the GRS service account to ensure communications from complainants and the Bank task teams are responded to in a timely manner. 
• Provide data and technical inputs to GRS reports (e.g., intake, evaluation, monthly logs, annual report and other relevant reports).
• Draft case meeting minutes under the supervision of the regional Focal points.
• Support the regional focal point with drafting communications with Task Teams and complainants.
• Support the systematization of case data.

Selection Criteria

The Social Development Specialist (ETC) must be a team-oriented professional with proven ability to carry out tasks as a member of a multi-disciplinary team; he/she should possess capacity to work under pressure, produce quality deliverables and meet strict deadlines; and ability to work with task teams and key stakeholders on complaints handling activities.
• Master’s degree in social sciences, law, political science, environmental or natural sciences or other relevant discipline.
• Five years of full-time relevant experience with a sustained record of achieving high quality results; WBG experience preferred.
• Experience in handling complaints by similar mechanisms or through project-level Grievance Mechanisms is an asset.
• Excellent written and verbal communication skills in English combined with full professional proficiency in either (i) Spanish; (ii) French, or (iii) Arabic is mandatory.
• Good knowledge of the either the World Bank’s environmental and social policies and standards or similar environmental and social standards required.
• Demonstrated maturity and sound judgment, attention to detail, ability to handle confidential information, and proven track record in conveying complex messages succinctly and diplomatically in a clear and concise manner to different stakeholders in multi-cultural contexts.
• Capacity to multi-task—working on a variety of tasks simultaneously, adjusting to priorities and achieving results with agreed objectives and deadlines.
• Ability to work independently, i.e. to fully comprehend tasks, to develop a strategy for implementing those tasks and drawing up on a variety of resources to ensure completion.
• Highest personal integrity and ethical standards, with demonstrated ability to handle confidential matters in a discreet and respectful manner.

Required Professional Competencies
• Social Development Policy, Strategy and Institutions - Solid understanding of social development policies, strategies, institutions, and regulations.
• Integrative Skills – Demonstrates ability to think and work across WBG practices and sectors; integrates divergent viewpoints of multiple external and internal stakeholders into a coherent strategy/program/project.
• Knowledge and Experience in Development – Fully understands the Bank’s development initiatives and policies and practices related to lending and non-lending.

World Bank Group Core Competencies

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