Head of Complaints Mechanism

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  • Posted:
    6 days ago
  • Category:
    Management and Strategy
  • Deadline:


The EIB, the European Union’s bank, is seeking to recruit for its Inspectorate General (IG), at its headquarters in Luxembourg, the Head of Complaints Mechanism*.

This is a full-time position at grade 7 for which the EIB offers a permanent contract.

Applicants will receive an initial feedback in July 2023.

*Internally referred to as Head of Division.


You will be leading and managing the independent function of the EIB Group (EIBG) which assesses the admissibility of complaints and supervises and manages case handling regarding allegations of maladministration against the EIBG. The Complaints Mechanism Division provides advice to decision makers and monitors the implementation of recommendations.

Would you like to use your operational expertise and help the EIB Group in protecting its reputation? Join us and lead a team of experts.

Operating Network

You will be reporting to the Inspector General and will be managing approximately 20 direct and indirect reports organised in three units.

The Complaints Mechanism has constant interaction with partners within and outside the EIBG including the European Ombudsman, other International Financial Institutions (IFIs), Development Finance Institutions (DFIs) and representatives from Civil Society Organisations.


  • Manage the Complaints Mechanism function in line with its policies and procedures;
  • Facilitate teamwork and create an environment in which team members can achieve optimal performance; ensure learning, knowledge sharing, and communication within and outside the Division;
  • Supervise and ensure adequate and timely handling of complaints, through compliance review or dispute resolution approaches;
  • Represent the Complaints Mechanism in Working Groups and Steering Committees across the EIB Group;
  • Manage the assessment of admissibility of all received complaints;
  • Communicate the approach, findings, conclusions and recommendations of complaints handling to the EIB employees, decision-making bodies and partners;
  • Ensure that the Complaints Mechanism methods are compatible with international best practice in the relevant fields;
  • Foster cooperation within internal services of the EIB Group
  • Ensure effective communication of complaints throughout the EIB Group and formulate an effective communication strategy;
  • Ensure effective communication about case handling and the status of a review throughout the case handling process with the complainants.
  • Lead the review of relevant policies and procedures when and where relevant;
  • Establish and maintain a network of contacts with external stakeholders (e.g. Civil Society Organisations, IAM Network, European Ombudsman).


  • University degree, preferably oriented towards social science, economics, political science, environmental studies and/or law;
  • At least 10 years’ professional experience in a complaints mechanism and/or in project analysis (appraisal, due diligence, monitoring) and/or relevant policy development and/or an independent function;
  • Background in/experience with social and environmental polies and their concrete application in projects would be an asset;
  • Direct experience with a Complaint Mechanism function would be a strong asset;
  • Experience in driving vision, policy and strategy into concrete application;
  • Experience in building and maintaining trusted relationships with senior stakeholders, governing bodies and decision makers;
  • Experience in or proven ability for managing and coaching people ideally in multicultural environments or international organisations (e.g. contribution to: deciding on team resources and skills; establishing objectives; assessing performance; delegating and supervising tasks; guiding, motivating, coaching and providing feedback);
  • Excellent knowledge of English and/or French (*), with a good knowledge of the other. Knowledge of other EU languages would be an advantage.


Find out more about EIB core and managerial competencies here

(*) Unless stated explicitly as a required qualification, a good command of French is not a pre-requisite for hire. As both English and French are however official working languages of the EIB, proficiency in both languages is a pre-requisite for your future career development. Any language clause in your contract must be fulfilled in order for you to be eligible for a promotion (either via the annual appraisal cycle or via an internal selection process). Proficiency is understood to mean the attainment of level 5 of the Inter Institutional language courses, corresponding to B1.2 of the Common European Framework of Reference for Languages (CEFRL). The Bank offers appropriate training support.

“We are an equal opportunities employer, who believes that diversity is good for our people and our business. We encourage all suitably qualified and eligible candidates to apply regardless of their gender identity/expression, age, racial, ethnic and cultural background, religion and beliefs, sexual orientation/identity, disability or neurodiversity.

Applicants with specific needs are encouraged to request reasonable accommodations at any stage during the recruitment process. Please contact the EIB Recruitment team Jobs@eib.org who will ensure that your request is handled.”

By applying for this position, you acknowledge the importance of maintaining the security and integrity of the Information of the EIB Group. In case of selection for the position you agree to comply with all measures (policies, controls, document classification and management) implemented by the EIB Group to prevent unauthorised disclosure of any information or any damage to the EIB Group reputation.

Deadline for applications: 29thJune 2023.