Disputes Manager(m/w/x)

Description

You will safeguard system integrity by managing complex dispute cases and complaints. Your day-to-day involves everything from conducting deep-dive investigations to refining the tools that drive policy improvements.

Requirements

• •Degree in law, governance, or equivalent
• •At least 5 years professional experience
• •Experience managing complaints and disputes
• •Strong stakeholder management skills
• •Knowledge of UN Guiding Principles
• •Experience managing procedures and workstreams
• •Excellent analytical and organizational skills
• •Ability to manage multiple priorities
• •Project management experience
• •Excellent communication skills
• •Fluency in English
• •Spanish and/or French as an asset
• •Confident use of MS Office
• •Experience with databases and CRM
• •Experience in multicultural environments
• •Background in NGOs or non-profits
• •Alignment with FSC mission and values
• •Cultural sensitivity and respect
• •Professional integrity and credibility

Tasks

• •Manage dispute cases under the Policy for Association
• •Conduct initial assessments and investigations
• •Lead stakeholder engagement and decision-making processes
• •Oversee the company's complaints mechanism
• •Ensure alignment with normative frameworks and international standards
• •Handle assigned general complaints and appeals
• •Analyze cases to identify systemic gaps
• •Contribute to policy and procedural improvements
• •Perform stakeholder mapping for inclusive engagement
• •Develop risk screening and case tracking tools
• •Collaborate with experts to resolve disputes
• •Strengthen overall system integrity
• •Prepare structured reports and briefings for leadership
• •Support additional case management projects and initiatives

Tools & Technologies

Benefits