Principal Strategy and Operations Officer

Washington D.C.

Organization: World Bank Group
Location: Washington D.C.
Grade: 2359
Occupational Groups:
- Operations and Administrations
Closing Date: 2025-06-05

IFC — a member of the World Bank Group — is the largest global development institution focused on the private sector in emerging markets. We work in more than 100 countries, using our capital, expertise, and influence to create markets and opportunities. Our mission is to leverage the power of the private sector to end extreme poverty and boost shared prosperity on a livable planet.

The CAO’s mandate is to assist the International Finance Corporation (IFC) and the Multilateral Investment Guarantee Agency (MIGA)—the private sector lending and insurance arms of the World Bank Group—to address complaints from people affected by IFC and MIGA activities in a manner that is fair, objective, and constructive and to enhance the E&S outcomes of activities in which these institutions play a role. For more information visit www.cao-ombudsman.org.

CAO’s Strategy and Operations Unit (SOU) is responsible for the strategic planning, monitoring and evaluation of CAO’s operations. CAO’s SOU also drives the digital transformation of CAO’s operations (case and non-case) through data analysis and use of technology; and leads CAO’s complaint intake and reporting to the IFC and MIGA Boards.

IFC is the largest global development institution focused on the private sector in emerging markets. Working with more than 2,000 businesses worldwide, IFC uses its capital, expertise, and influence to create markets and opportunities where they are needed most.

MIGA promotes cross-border investment in developing countries by providing guarantees (political risk insurance and credit enhancement) to investors and lenders.

The Role: Working under the direction of CAO’s Director General, the Principal Strategy and Operations will lead CAO’s Strategy and Operations Function and be responsible for planning and monitoring of its strategic priorities, annual work plan, budget and workforce plan, as well as the evaluation of CAO’s effectiveness and efficiency of operations through the tracking of specific productivity, efficiency and effectiveness indicators. The principal technical leader will drive CAO’s digital transformation, data management strategy and business process improvement initiatives for efficiency and represent the Director General in key meetings and events.

Role & Responsibilities

• Strategy Formulation: in consultation with key stakeholders, lead the preparation of CAO’s strategic priorities, annual work plan, budget and workforce plan for Board consideration and approval.
• Monitoring and Evaluation: Lead the implementation of CAO’s monitoring and evaluation framework by ensuring timely deployment of data capturing activities, collecting information, drawing insights and identifying trends and lessons from CAO’s case and non-case work. Lead the dissemination and integration of CAO’s M&E framework with other IAMS and WBG departments.
• Reporting: in coordination with CAO’s functional teams, lead the preparation, quality review, editing and submission of quarterly and annual report of activities to the Board of Directors as required by CAO policy. Design and continuously improve CAO reports of activities to CODE based on CAO’s monitoring and evaluation framework.
• Complaints Intake: Supervise the screening of new complaints against eligibility criteria set out in the CAO Policy, and recommendations to the Director General on whether the complaint should be deemed eligible. Manage interactions with other relevant World Bank Group departments and accountability mechanisms and serve as secretariat to the CAO Eligibility Committee.
• Data Management, Analysis and Visualization: Formulates CAO’s data management strategy by driving a substantial primary data collection and analysis research program which contributes to the understanding of CAO operations. Oversees CAO’s data management, analysis and visualization process ensuring its reliability and use for decision making.
• Stakeholder Management: serve as primary contact for Board members and the Office of the Board’s Secretariat regarding CAO operations. Define strategies for effective engagement with key CAO stakeholders such as complainants and parties involved in CAO processes, IFC and MIGA management, Civil Society Organizations and other accountability mechanisms.
• Digital Transformation: Direct the digital transformation of CAO operations (case and non-case) by championing the use and improvement of CAO’s case management system, an increased implementation of data-driven decisions and the use of Artificial Intelligence and related tools to leverage efficiencies.
• Business Process Improvement: lead ongoing identification and documentation of opportunities to make CAO operations more efficient and effective through business process analysis and leverage of technology.
People Leadership: actively contribute to the development and effective functioning of CAO’s Leadership Team. Define work planning activities, manage performance, coach and mentor the four SOU staff. Manage the function’s allocated budget. Lead and motivate the staff in SOU.

We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.

Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.

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