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MANAGER, GRIEVANCE (LATIN AMERICA)

The Roundtable on Sustainable Palm Oil (RSPO) is a not-for-profit, international membership organisation that is working to transform markets to make sustainable palm oil the norm. To do this, we have united stakeholders from all sectors of the palm oil supply chain and civil society to develop and implement global standards for sustainable palm oil production and procurement.

Since its inception in 2004, RSPO has enjoyed rapid growth and today has 5,000 members from 101 countries, including oil palm producers, processors, traders, consumer goods manufacturers, retailers, banks, and non-governmental organisations. Thanks to the commitments and actions of these members, nearly 20% of the global supply of palm oil has already been certified as sustainable.

At RSPO, we believe that a not-for-profit organisation is made successful by the passion, skills, and expertise of its members and staff. They are the ones who drive our organisation to new heights and guide us through the next phase of our development.

The Manager, Grievance (LatAm), will be responsible for the administration and communication of the complaints process in Latin America. This includes the responsibility to promote and facilitate the effective resolution of complaints in accordance with the RSPO Complaints and Appeals Procedures and as directed by the Complaints and/or Appeals Panels.

While reporting to the Head of the Grievance Unit, the Manager, Grievance (LatAm) will amongst others be managing the complaints process in Latin America effectively, to ensure that complaints are appropriately recorded, coordinated, and that responses are timely, quality checked and monitored in
line with RSPO’s requirements and related Standard Operating Procedures (SOP).

The location of this role is Latin America.

KEY ROLES & RESPONSIBILITIES

Duties include but will not be limited to the following:

  1. To manage, coordinate and facilitate the work of the Complaints and Appeals Panels, including in organising related meetings and ensuring the timely delivery of required documentations and implementation of the Panels’ decisions;

  2. Manage and advise the complainant(s) on the proper procedures of recording a complaint (as set out in the RSPO Complaints and Appeals Procedures);

  3. To provide support to all parties concerned through a transparent process for resolving complaints which come through the RSPO Complaints and Appeals process. This shall include ensuring reasonable and timely access to information about the procedures and guidance on how to submit complaints;

  4. To enlighten members on the steps required in proceeding with a complaint. This may require the production of appropriate general communication materials as well as direct involvement at the embryonic stage of a complaint;

  5. To identify and communicate to stakeholders the obligations of the different parties towards resolving complaints;

  6. To ensure that all documentation and materials related to a complaint are filed in soft copies at the Secretariat and kept confidential at all times. All information gathering must be transparent, legal and ethical;

  7. To be cognisant in all communications about the need to maintain certain information as confidential particularly in cases where the complainant is fearful of repercussions or involves a whistleblower. The Grievance Manager LatAm will need to work together with the Grievance Unit as a whole and where applicable with other departments within the RSPO Secretariat (while maintaining confidentiality) in the process of facilitating resolution of complaints;

  8. To support in ensuring continued strengthening of the Complaints system and related procedures. In carrying out the above, they shall be cognisant of the objectives and operations of the RSPO and the requirements of its key documents;

  9. Without the express written permission of the CEO of the RSPO, the Manager, Grievance (LatAm) shall not communicate to any other party within or outside of RSPO on any matter related to complaints, except parties directly involved in complaints;

  10. As directed by the Complaints and Appeals Panel, to secure independent and impartial information on each issue and the parties involved. The information (written and/or oral, and/or images) shall be obtained directly from the parties involved in a complaint in line with the requirements of the Complaints and Appeals Procedures and the Standard Operating Procedures;

  11. The Manager, Grievance (LatAm) shall not be in any way associated with the parties involved in a complaint and if there are linkages or reasons to believe of such linkages, he/she must recuse himself/herself from being involved in the particular complaint;

  12. The Manager, Grievance (LatAm) must avoid bias and any perception of bias in the conduct of their work. Thus, to take all appropriate measures to ensure that information relating to complaints and appeals are always presented in a neutral way, without prejudice towards any of the parties involved.

Apart from the duties stated above, to perform any duty or duties reasonably assigned.

THE SUCCESSFUL APPLICANT

  • A Master’s / Bachelor’s Degree in Law.
  • A minimum of 5-8 years working experience in a relevant field.

TECHNICAL & PROFESSIONAL KNOWLEDGE

  • Handling grievances and legal proceedings.
  • Excellent communications skills in order to develop and establish cooperation and rapport with respective users and teams at working levels and of different nationalities.
  • Experience in reviewing, developing, assessing and documenting internal processes, controls and templates.
  • Proficiency in MS Office applications (Excel, Word, PowerPoint).
  • Ability to establish and maintain effective working relationships and interact with different stakeholders.
  • Proficiency in English and Spanish with good communication skills. Familiarity with other Latin American languages will be an added advantage.
  • Ability in establishing cooperation and rapport with internal and external parties of different backgrounds and/or nationalities.
  • Conscientious and willing to take on responsibility.
  • High integrity, ethical, and a good team player.

WHAT’S ON OFFER

Your commitment and passion to drive innovation will be rewarded with an opportunity to work in an international multi-stakeholder organisation, where making a difference to People, Planet and Prosperity is not just a statement, but what we passionately believe in.

Operating within a dynamic and fast-paced environment, you will enjoy functioning within a role that offers the opportunity to broaden your skill set and develop your capabilities.

HOW TO APPLY

Qualified applicants are invited to send in their updated CV giving comprehensive details of educational background, work experience, and related achievements to careers@rspo.org. Please state "Job Application - Manager, Grievance (LatAm)" in your email subject line.

**RSPO is an equal opportunity employer. Due to the volume of applications received, only shortlisted candidates will be notified.

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