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The World Bank Group’s multi-access, multi-option Conflict Resolution System (CRS) includes three core services: Ombuds; Mediation; and the Appeals Committee. The CRS coordinates closely with other elements of the WBG’s internal justice system, the World Bank Administrative Tribunal and the Office of Ethics and Business Conduct.   The CRS also liaises with a range of associated institutional services such as Human Resources, the Legal Department, the Department of Institutional Integrity and the Staff Association.   The CRS supports staff through provision of specialized services—from informal counseling to formal adjudication of cases.  These services are available to both present and former staff located in Washington D.C. and over 100 locations around the world.  

The Manager of Mediation Services will be responsible for managing the Mediation Services of the WBG and report to the Office of the President.  For administrative purposes, Mediation Services works in coordination with the other units of the Conflict Resolution System (CRS).  The Manager of Mediation Services will, for the most part, oversee mediation cases and ensure quality standards; he/she will conduct mediation as the need arises. .  Mediations will largely be conducted by external mediators assigned from a roster of qualified mediators from the different regions of the WBG.

Duties and Accountabilities

1.	Manage mediation services to facilitate resolution of conflicts and grievances between and among staff and managers in all Bank Group offices.  
2.	Develop and maintain a roster of qualified external mediators,  with the skills profile required for Bank Group mediations;
3.	Provide training to external mediators to familiarize them with Bank Group policy, procedure and culture; 
4.	Assign cases to, assure quality of and provide oversight and administrative support to , external mediators; 
5.	Manage the Mediation Services team and office;
6.	Periodically review the procedures and performance criteria for the mediation process and make or propose changes as necessary; 
7.	Work collaboratively with other CRS services in addressing work place conflict; 
8.	Monitor implementation of mediation agreements;
9.	Identify and flag systemic issues emerging from successive mediations for management’s attention;
10.	Provide periodic and analytical reports to management on trends, institutional issues, and emerging themes;
11.	Contribute to CRS-sponsored projects and activities; 
12.	Develop and deliver outreach and learning activities on mediation and conflict management to help staff and management efficiently utilize mediation as part of the CRS.
13.	Develop, adapt and disseminate mediation practices that are appropriate for the various cultures and countries in which the Bank Group works.
14.	Remain informed of best practices and state-of-the-art approaches in the field of mediation and continually seek improvement in the quality and array of professional services provided by the unit.

Selection Criteria

a.	Advanced degree in relevant discipline (Law, Organization Behavior, Psychology, Counseling, Conflict Resolution, Education or other social sciences) with a minimum of  12 to 15 years of relevant experience.  
b.	Professionally trained in workplace mediation which includes at least five years in a multinational organization and/or a multi-cultural environment, an administrative tribunal, or a state or national court system, as a mediator involving various types
of employment disputes, including termination, performance, discrimination,
sexual harassment, compensation and benefits cases. Experience with the public sector in countries with high mediation norms would be useful.
c.	Proven skills in managing people and resources in a team-based environment.
d.	Excellent oral and written communication skills in English; knowledge of other languages would be desirable.
e.	Ability to maintain confidentiality, to inspire trust and to demonstrate high personal integrity.
f.	Experience with dealing with people from multiple cultures..


Bankwide Managerial Selection Criteria:

•	Selecting, coaching and appraising staff.  Attracting and selecting highly effective staff, to build a team diverse in gender and nationality.  Appraising accurately their ability and potential; giving candid performance feedback; rewarding desirable behaviors; providing support for professional development efforts linked to business objectives.
•	Planning and managing staff to achieve quality results.  Developing realistic plans with available human resources; establishing high standards of performance and demonstrating a commitment to excellence; empowering staff by removing obstacles to achieving business goals; focusing on results and delivering what is promised, on time and within budget.
•	Encouraging innovation in an open, team-based environment.  Creating an environment conducive to teamwork and continuous learning; building alliances and promoting open communication and collaboration to achieve joint objectives.
•	Inspiring trust.  Maintaining high standards of personal integrity, establishing straightforward, productive relationships, treating all individuals with fairness and respect; demonstrating sensitivity for cultural and gender differences.
•	Influencing and resolving differences across organizational boundaries.  Gaining support and commitment from others even without formal authority; resolving differences by determining needs and forging solutions that benefit all parties; promoting collaboration and facilitating teamwork across organizational boundaries.

This is a 5 year term appointment with the possibility of one five-year renewal, subject to a rigorous review of past performance by a panel comprising representatives of management and staff.

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