Appeals And Grievance Handling

Contract: Permanent
Salary: Confidential
Status: Active

Job information

Sectors:
Industry:
Town/City:
HR
HR
Nairobi

Job Description

Job Purpose

  • The job holder is responsible for the management of Appeals and Grievance Handling in the Authority.

Key Responsibilities / Duties / Tasks

Managerial / Supervisory Responsibilities:

  • Enforce the Code of Conduct;
  • Examine grievances/complaints and determine adherence to grievance handling procedure;
  • Build sustainable and mutually beneficially relationships for all stakeholders with the aim of furthering the goals and vision of Kenya Revenue Authority;
  • Advise the management on issues/matters appeal;
  • Notify concerned parties of outcome and initiate any necessary action arising from the grievance/complaint
  • Liaise with Departments on grievance matters;
  • Examine grievances/complaints and advice on the way forward;
  • Ensure adherence to grievance handling procedure;
  • Ensure accurate and timely reporting of activities in the section;
  • Ensure compliance with legislative and statutory obligations;
  • Oversees research, investigation, negotiation and resolution of all types of appeals and grievances
  • Plans, organizes, and directs the work activity of the appeal and grievance in line with organizational policies and procedures
  • Ensure implementation of regulations, policies and measures; tracking appeals; identifying appropriate modifications to processes and developing required reports.

Operational Responsibilities / Tasks:

  • Receive analyze and forward appeal requests to appeal committee
  • Ensure the appeals and grievance committee are properly constituted
  • Analyze and review of issues raised in appeals in a timely manner
  • Prepare position papers on cases under review /appeal
  • Provide secretariat services to appeal panels and maintain records of appeals
  • Prepare communication to officers regarding the outcome of their appeals and reviews
  • Notify concerned parties of outcome and initiate any necessary action arising from the grievance/complaint;
  • Review appeal case analysis reports and submit to relevant authorities;

Job Dimensions

Financial Responsibility:

  • Development  of budgets

Responsibility for Physical Assets:

  • Responsible for physical assets assigned by the institution.
  • Provide oversight for all departmental physical assets.

Decision Making:

  • Make strategic, operational and financial decisions
  • Plans the work of subordinates
  • Assigns work to subordinates
  • Monitors subordinates work performance
  • Appraises/evaluates subordinates performance

Working Conditions:

  • Works predominantly in a comfortable environment

Job Competencies (Knowledge, Experience and Attributes / Skills).

Academic Qualifications

  • Bachelor’s degree Human Resource Management/Relevant field

Professional Qualifications / Membership to professional bodies

  • Higher Diploma in Human Resource Management/ Certified Human Resource Professional (CHRP)
  • Membership to a Professional Body (IHRM)

Previous relevant work experience required.

  • At least five (5) years’ overall work experience, two (2) years’ of which should have been in a first level managerial role.

Functional Skills:              

  • IT Proficiency 

Behavioral Competencies/Attributes:

  • Effective interpersonal and communication skills
  • Strong analytical and problem solving abilities
  • Interpersonal skills
  • Public Relations
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