Mediation and Resolution Lead

CONTEXT

Médecins Sans Frontières’s mission is to alleviate suffering, promote health, and save lives in increasingly complex, unpredictable humanitarian scenarios. Our programs require strategic support and an agile surge response; to achieve these goals, our People and Workforce posture is becoming integrated, context adapted and future oriented.

In 2025, the MSF Operational Center Brussels (OCB) resolved to move from an administrative HR approach to a more strategic People and Workforce model, strengthening the collaboration with the operations department.

As of January 2026, the People and Operations Delivery (POD) model will be introduced: a structure built on clear interfaces with Operations, HR Officers, and back-office. It will bring key people-related expertise such as workforce planning, administration and compliance, duty of care, and emergency readiness closer to MSF OCB programs and projects realities.

The model will continue to evolve throughout 2026 - 2031 to improve workforce planning, retention, learning, safeguarding, and overall operational support.

As Mediation and Resolution Lead, you will lead the Mediation and Conflict Resolution related People and Operations Delivery ensuring MSF capacity to address conflicts and managerial challenges in a neutral, impartial way and MSF OCB values driven way, reporting directly to the People and Workforce Deputy Director for Operations.

You will provide specialized, technical and procedural support to operational HR Teams at headquarters (HRO) and country level (HR Coordinators and/or HR Managers), using resolution and mediation techniques, to effectively address work-related concerns and conflicts in cross-cultural environments.

You will foster constructive workplace relations and contribute to increasing trust in organizational internal systems, staff wellbeing, improving people and leadership management practices across MSF OCB operational contexts and its workforce.

MAIN RESPONSIBILITIES

Lead and guide the Conflict Resolution and Mediation People and Operations Delivery

Prevention and Capacity Building

• Deliver workshops, training, and practical tools for managers and HR teams on behavioural standards, respectful communication, and conflict prevention
• Identify training and peer learning needs in leadership, people management, and communication; collaborate with Learning & Development and Mentoring & Coaching Hubs to strengthen competencies and foster a culture of learning

Cross-functional Coordination

• Coordinate with Duty of Care POD for wellbeing-related cases
• Liaise with Admin POD for disciplinary actions impacting contracts
• Collaborate with Legal and Safeguarding Units where boundaries or overlaps occur
• Work closely with internal services (e.g., Anti-racism, Prevention and Protection at work, People & Workforce Directorate) to ensure integrated support and promote a holistic approach to staff wellbeing and leadership development

Safeguarding and Escalation

• Identify and refer cases, as per MSF Typologies of Abuses and Inappropriate Behaviors, under the Safeguarding Unit’s mandate, ensuring alignment with MSF OCB Safeguarding Framework and timely handling of sensitive cases

Conflict Resolution and Advisory Support

• Use structured methodologies and HR tools to support operational HR teams at both headquarters and program/country level in managing workplace conflicts
• Ensure consistent, impartial, and values-driven resolution aligned with MSF OCB policies and frameworks
• Offer hands-on guidance to HR teams on managing workplace concerns (e.g., disciplinary vs grievance), analysing operational contexts, and applying MSF frameworks
• Facilitate mediation sessions directly or through third-party mediators, when internal resolution and channels stalls, ensuring neutrality, confidentiality, and psychological safety throughout the process

Institutional Learning and Policy Development

• Monitor, evaluate, and report on conflict trends; implement case tracking and feedback mechanisms
• Produce anonymized trend briefs highlighting systemic issues and lessons learned to inform leadership training and HR policy improvements
• Contribute to the design and revision of HR policies and conflict resolution procedures, ensuring consistency, fairness, and alignment with MSF OCB values

REQUIREMENTS

Education & Experience

• University degree in Human Resources management, Law, Labour Relations, Social Work, Counselling, Psychology or similar or 8 years equivalent professional experience
• Minimum 5 years professional experience in Human Resources management, Law, Private or Public Administration, Social Work, Counselling or related area preferably in international, non-profit, cross-cultural contexts and/or INGO settings
• Mandatory formal training/certification or equivalent experience in workplace mediation, mediation skills and/or HR Coach & Mediator certification within public/private and/or non-profit and/or humanitarian sector
• MSF professional experience is an asset

Competencies

• Emotional and Cultural Awareness: emotional intelligence and cultural sensitivity across multicultural environments
• Communication and Interpersonal: active listening and report writing
• Facilitation and Training: facilitation and delivery of workshops and trainings on conflict resolution for staff
• Legal and Ethical: strong understanding labour laws, workplace rights and grievance/disciplinary procedures
• Conflict Management: conflict resolution and mediation, problem-solving and decision-making
• Digital and Technical: proficient in standard software tools and application (e.g., MS Office, internal systems for database)

Languages

• Proficient level in English written and spoken is mandatory
• Proficiency or good knowledge in French, Spanish, Arabic, or Portuguese written and spoken is an asset

CONDITIONS

• Expected starting date: 26 January 2026
• Location:  Brussels (Belgium)
• Contract type: Open ended contract – Full time
• Mobility: 20-30% visits to the projects/year
• Homeworking possible 50% per week
• Salary:  according to MSF-OCB HQ salary grid
• Meal vouchers – Hospital Insurance (DKV) – Pension Plan – 100% reimbursement for public transportation costs
• Adhere to the MSF principles and to our managerial values: Respect, Transparency, Integrity, Accountability, Trust and Empowerment
• Adhere to the MSF Behavioral Commitments

Deadline for applications: 28/12/2025

How to apply?

• Submit your application via the 'Apply here' button
• You will be directed to the online application form for this position
• It should take 5-10 minutes to complete. Thank you in advance for having your CV and motivation letter, in PDF format, ready to upload

Only shortlisted candidates will be contacted

MSF values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates regardless of disability, gender identity, marital or civil partnership status, race, color or ethnic and national origins, religion or belief, or sexual orientation.

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