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 Grievance Manager (Indonesia), will be responsible for ensuring that all complaints by stakeholders are appropriately managed and that resolutions of such complaints are timely, quality
checked and monitored in line with the RSPO Grievance Mechanism system, Complaints and Appeals Procedure, Dispute Settlement Facility (DSF) and other relevant RSPO Standard Operating Procedures (SOPs).

The location of this role is Indonesia.

KEY ROLES & RESPONSIBILITIES

Duties include but will not be limited to the following:

  1. Manage the Grievance Unit operations in Indonesia to ensure that quality of service as well as accurate and timely responsiveness is achieved and consistently maintained;Provide support to all parties concerned through a transparent process for resolving problems

  2. Provide support to all parties concerned through a transparent process for resolving problems and grievances. This shall include ensuring reasonable and timely access to information about the procedures and guidance on how to submit complaints.

  3. Communicate with all relevant parties on the deliverables and decisions necessary for the expeditious resolution of complaints, appeals and disputes, including obtaining independent
    and impartial information, as directed by the available grievance mechanism and the Complaints and Appeals Panel (CAP).

  4. To be cognisant, in all communications, about the need to maintain certain information as sensitive and/or confidential including in cases where the complainant is fearful of
    repercussions or involves a whistleblower.

  5. To work closely with other Grievance Unit members globally, and with other units and divisions for relevant input, in the process of grievance or conflict resolution and follow uP.

  6. To ensure that all documentation and materials related to a complaint are regulated as per the RSPO Standard Operating Procedures.

  7. To ensure continued strengthening and review of the grievance system and relevant complaint system’s related procedures, and provide the necessary support to other departments within the RSPO Secretariat in relation to the grievance mechanism.

  8. To be able to travel as and when required or requested (domestically and internationally) in order to attend meetings / conferences / complaints on related matters, etc.

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

THE SUCCESSFUL APPLICANT

  • Though a  Bachelor's Degree in Law, though a Masters Degree in Law would be advantageous. With a minimum of five years’ relevant working experience will be considered.

TECHNICAL & PROFESSIONAL KNOWLEDGE

  • Excellent written and oral communication skills with the ability to present and communicate with all levels of the organisation.
  • Interpersonal relations skills with the ability of providing critical thinking in resolving issues and conflicts.
  • Proficiency in MS Office applications (Excel, Word, PowerPoint).
  • Ability to establish and maintain effective working relationships and interact with different stakeholders from various nationalities.
  • Proficiency in English with good communication skills is compulsory.
  • 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 and a good team player.
  • Goal-oriented and organised.
  • Self-motivated and self-directed.

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 [email protected]. Please state "Job Application – Manager, Grievance (Indonesia)" 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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