African Development Bank (AfDB) - s the premier pan-African development institution, promoting economic growth and social progress across the continent. 

POSITION : Ombudsman, Ombudsman Office

DESCRIPTION

The Hiring Department

• The Office of Ombudsman and Mediator is a Statutory Body of the Bank established by a Board Resolution in 1992. Its role is to facilitate conflict resolution, using mediation and conciliation or other appropriate means for the primary objective of settling grievances on employment matters between staff members and the bank.
• The Office assists Management efforts to improve the working conditions as well as the quality of human and professional relationships at all levels in the Bank.
• As part of the Internal Recourse Mechanism, the Office of Ombudsman and Mediator is a designated neutral responsible for impartial, confidential, independent and informal assistance in all staff grievances and complaints related to work place issues.
• The Office of Ombudsman and Mediator is also responsible for advising on shortcomings and recommending to Management solutions in employment policies, procedures and practices.

The Position
Under the supervision and guidance of the Senior Vice-President, the Ombudsman is to:

• Provide executive leadership and strategic management for the development and delivery the informal conflict resolution program , focusing on all aspects of planning, directing and managing, including; formulating program policies and processes based on agreed criteria with the Senior Vice President
• Design the annual work plans, objectives, deliverables and measurables including but not limited to managing allocated resources, leading the team, coaching and motivating the staff to ensure timely and effective delivery as an early warning mechanism on employment and/or work related grievances
• Drive the process of identification, selection and review of Bank-wide systemic issues in the work place process and offer upward feedback, proscribe solutions and make recommendations.
• Advise Senior Management on Employee Work Related Grievances and facilitate resolutions to Employee Work Related Grievances; Mediate in Employee Work Related Grievances and reinforce change in dealing with Employee Work Related Grievances including advocacy through the use of International Alternative Dispute Resolution Methods

Responsibilities

• Maintain neutrality and impartiality towards all parties and confidentiality within the process, gather information as appropriate, and help parties identify and understand issues and interests, explore options, and generate solutions to which all parties agree.
• Where required, assist in following up with the parties after resolution to receive feedback and to advise clients of further services.
• Draw up a Record of Settlement if the parties reach an agreement
• Lead the process for the selection, vetting and training of the Values Promotion Champions Program.
• Support the Values Promotion Champions by providing conflict management services to staff members in the country and regional offices and travel to field offices to provide training or respond to conflict situations, as required.
• Inform, and where necessary guide, the Values Promotion Champions and parties in potential or active disputes about the informal resolution process and assist them to initiate it.
• Facilitate informal resolution of workplace conflicts helping the Values Promotion Champions formulate options and engage in a voluntary and confidential process, acting as a neutral third-party, facilitate and help conflicting parties to discuss issues and negotiate an agreement.
• Develop and deliver outreach and learning activities on informal resolution and conflict management to help all staff in the Bank to efficiently utilize services of the Office of Ombudsman and Mediator.
• Work collaboratively with relevant actors in the various offices to achieve informal resolution to employment related problems raised by the parties when requested.
• Offer creative and expert advice on the best service or dispute resolution technique to meet the needs and requirements of parties to a dispute.
• Develop surveys, review survey results and provide reports, as necessary.
• Act as an early warning trigger in alerting senior management to potential organisational risks as a result of a conflict related issue.
• Provide leadership to the team of the Ombudsman and Mediator, through the management of resources, conducting performance evaluation, coaching and mentoring of the team.
• Manage the Values Promotion Program and all administrative activities associated with the program.
• Advise Senior Management on employee work related grievances.
• Prepare and submit reports with comments and recommendations on any shortcoming identified in employment policies procedures and practices in the Bank.
• Consider employment related grievances of a staff member including matters pertaining to administration of benefits as well as professional concerns and staff relations.
• Provide advice on any personnel matter or issue referred by Management.
• Participate in the elaboration of Bank Rules, Regulations, Policies or Practices at the request of Management.
• Research and provide facilitated solutions that reduce cost associated with formal resolution of employee work related grievances.
• Review policies, practices and procedures as is necessary to identify and scope areas for improvement in the informal conciliation and mediation process.
• Supplement and collaborate with other Bank Internal Recourse Mechanism in place to improve the working conditions as well as the quality of human professional relations at all levels in the Bank.
• Provide high quality advice that meets International standards in assisting the Bank to maintain and enhance a healthy working environment for the common benefit of the Bank and Staff Members.
• Participate and contribute as a Senior Member of the Complex Management Team.
• Submit reports and make recommendations to Management and the Responsible Organization Unit.
• Submit quarterly reports to the Senior Vice-President on systemic issues affecting the Bank.
• Assist in identifying systemic issues encountered during informal conflict resolution and make proposals of relevant actions to be taken.
• Develop and elaborate programs that assist in improving the working conditions as well as the working environment for the common benefit of the Bank.
• Lead the administration function of the office including management of professionals, support staff and consultants.
• Drive and design the proper implementation and monitoring of the Office of Ombudsman and Mediator policies, strategies and practices.
• Conduct the performance management process of the Office of Ombudsman and Mediator including objective setting, engagement contracts, learning, feedback and development.
• Plan for resource allocation, management of the budget and resources under the Office of Ombudsman and Mediator Office.
• Assist reports with their personal development in order for them to better contribute to the overall goals of the Bank.
• Manage employee work related grievances independently, neutrally, impartially, informally and confidentially to assist with placing any problems in perceptive.
• Conduct informal fact finding and gathering of background information that might be helpful to understand the overall context of the issue.
• Inform, and where necessary guide parties in potential or active disputes about the informal resolution process and assist them to initiate it.
• Facilitate informal resolution of workplace conflicts helping all parties to explore options and engage in a voluntary and confidential process, acting as a neutral third-party, facilitate and help conflicting parties to discuss issues and negotiate an agreement.
• Perform research and analysis and prepare opinions, studies, briefs, reports and correspondence.
• Work collaboratively with relevant actors in the various offices to achieve informal resolution to employment related problems raised by the parties involved when requested.
• Develop relationships with visitors and advise on all aspects of the informal resolution by telephone or meetings with parties.
• Produce an Annual Activity Report on the Office.
• Draw up the Memorandum of Agreement to be signed by the parties prior to the commencement of the process.

Selection Criteria

• Anticipates and resolves conflicts by pursuing mutually agreeable solutions.
• Drives for change and improvements; does not accept the status quo.
• Shows the courage to take unpopular stands.
• Ability to communicate effectively (written and oral) in English or French, with a working knowledge of the other language.
• Competence with standard MS Office Software.
• SAP experience is a plus/would be advantageous.
• Hold at least a Master's degree or its equivalent in alternative dispute resolution, administration, human resources management, law, social sciences or related area.
• Training in mediation, conciliation or negotiations is desirable.
• A minimum of eight years of progressively responsible experience at the international level in legal, managerial or dispute resolution or related field, at least three years of which should be in a management or leadership role.
• It would be desirable to have experience in conflict management and different approaches to informal resolution.
• Experience working within the private sector is highly desirable.
• Professionalism: Ability to establish and maintain confidentiality.
• Communication: Speaks and writes clearly and effectively; Listens to others, correctly interprets messages from others and responds appropriately; Asks questions to clarify, and exhibits interest in having two-way communication; Tailors language, tone, style and format to match the audience; Demonstrates openness in sharing information and keeping people informed.
• Client Orientation:Considers all those to whom services are provided to be "clients" and seeks to see things from clients' point of view; Establishes and maintains productive partnerships with clients by gaining their trust and respect; Identifies clients' needs and matches them to appropriate solutions; Monitors ongoing developments inside and outside the clients' environment to keep informed and anticipate problems; Keeps clients informed of progress or setbacks in projects; Meets timeline for delivery of products or services to client.
• Team working and relations: Ability to develop and maintain high level relationship with senior management, peers and subordinates with high level of integrity.
• Knowledge of alternative dispute and conflict resolution systems.
• Knowledge of the International organizational structure rules and policies.
• Ability to prepare reports, formulate positions on systemic issues, articulate options concisely conveying maximum necessary information.
• Ability to analyse complex situations and identify key issues, in order to propose effective solutions.
• Capacity to absorb relevant information for effective decision making.
• Capacity to apply sound judgement, considering positive and negative impacts of decisions prior to making them.
• Ability to make decisions based on the bigger picture, i.e. with an eye to the impact on others and on the Organization; proposes a course of action or makes a recommendation based on all available information.
• Ability to apply critical thinking in order to make tough decisions when necessary.
• Serves as a role model that other people want to follow.
• Empowers others to translate vision into results.
• Is proactive in developing strategies to accomplish objectives.
• Establishes and maintains relationships with a broad range of people to understand needs and gain support.