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 close to 5,000 members from 100 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. We are committed to developing the highest standards of governance that reflect our multi-stakeholder structures and commitment to consensus-based decision-making through inclusive and participative processes.

The RSPO grievance mechanisms aim to resolve disputes and grievances between communities, RSPO Members, and other actors in the palm oil sector, through shared understanding, dialogue, and amicable and peaceful resolution.

The Head of Grievance leads the Grievance Unit to provide support to all parties concerned through transparent, neutral, and accessible processes for resolving disputes and grievances. S/he oversees and monitors the continuous strengthening and implementation of the grievance mechanisms within the RSPO.

Reporting to the Director, Assurance, the Head of Grievance will be part of RSPO’s fast-growing Assurance Division and will work collaboratively across RSPO’s teams globally.


  • Manage the day-to-day operations of the Grievance Unit, including preparation of strategic plans/budgets. reporting on programme/budget.
  • Design and manage grievance mechanisms in the RSPO that use adjudicative, dialogue-based or other culturally appropriate and rights-compatible processes.
  • Ensure that the RSPO grievance mechanisms are accountable for the fair conduct of processes and are accessible to all stakeholder groups.
  • Maintain and measure compliance with regulatory timelines and notification requirements for case resolution.
  • Ensure that outcomes and remedies accord with RSPO standards, procedures, and guidelines, as well as internationally recognised protocols on environmental, social and governance factors.
  • Draw on monitoring, evaluation and learning indicators to improve the RSPO grievance mechanisms and prevent future grievances, and provide transparency about the RSPO grievance mechanisms’ performance through statistics, case digest etc.
  • In line with the RSPO Principles & Criteria 2018, work with RSPO Members to ensure that internal grievance mechanisms are in place in their own businesses.
  • Ensure that the RSPO grievance mechanisms, and especially the internal grievance mechanisms of its Members, enable remediation through legitimate processes.
  • Lead the development and maintenance of an organisational-wide grievance reporting and tracking system and analyse trends and patterns of systemic problems to enable RSPO to influence policies and improve its standards, procedures and guidelines.
  • Provide effective implementation of the RSPO Complaints & Appeals Procedures and RSPO Dispute Settlement Facility and advise the RSPO senior management on matters related to grievance and dispute resolution.
  • Oversee the selection, development, and performance of staff in the Grievance Unit, and providing coaching and guidance to enable a high performing, cross-cultural team.
  • Work in consultation with other relevant Units and/or Departments within the RSPO Secretariat, whilst facilitating coordination as and when required.
  • Apart from the duties stated above, s/he is required to perform any duty or duties reasonably assigned..


  • A minimum of 10 years of experience in a similar role in an international organisation.
  • University degree in Law or relevant discipline. A graduate degree would be advantageous.
  • Qualification in dispute resolution is preferred but not essential where a candidate has substantial experience in dispute resolution.


  • Experience in mediating disputes in the agribusiness sector other relevant sectors.
  • Experience in conflict management and resolution, strategy design and coaching, and in collaborative decision making.
  • Working knowledge of environmental, human rights and labour laws and regulatory processes in Southeast Asia, Latin America or Africa.  Experience in the oil palm industry is an asset.
  • Demonstrable organisational, analytical, communication and interpersonal skills.
  • High degree of professional ethics and integrity.
  • Strong project management skills with attention to detail and accuracy
  • Strong teamwork and client service skills; experience exercising influence and managing change while having an open and inclusive tone; solution-oriented
  • Demonstrated ability to work in a fast-paced, growth-oriented global or regional organisation
  • Administratively self-sufficient with demonstrated skill with Outlook, Word, Excel and PowerPoint
  • Fluency in English and proficiency in additional major Asian language(s) or Spanish is an advantage.

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


Qualified applicants are invited to send in their updated CV giving comprehensive details of educational background, work experience, and related achievements to [email protected] Please state "Job Application – Head of Grievance" 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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