Manager – Appeals & Grievance Handling

Contract: Permanent
Salary: Confidential
Status: Active

Job information

Sectors:
Industry:
Town/City:
HR
HR
Nairobi

Job Description

Job Description/Requirements

Department:      Corporate Support Service

Division:               Human Resource

Section / Unit:   Employee Relations

Location / Work station: Times Towers, Haile Selassie Avenue, Nairobi or Other Regional Office

               

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

Note:

  • All applications from interested and qualified candidates must be submitted online via the process below.
  • ONLY shortlisted candidates will be contacted.
  • All applications should be submitted online by 22nd June 2021.
  • KRA is an equal opportunity employer committed to gender and disability mainstreaming. Persons with Disability are encouraged to apply.
  • KRA does not charge for application, processing, interviewing or any other fee in connection with our recruitment process.
  • Job Application Guidelines

    Registration:

    • Go to https://erecruitment.kra.go.ke/login and then click on the ‘Register’ button to start the application process.
    • After registration, you will receive an email enabling you to confirm your email address and complete your registration.

    Log on:

    • After registration go to https://erecruitment.kra.go.ke/login
    • Key in your username and password then click on ‘Log in’ to access your account.
    • After successful log in, the system will open the ‘Applicant Cockpit’.

    Candidate Profile (To create or update applicant detail):

    • On the ‘Applicant Cockpit’ page, go to the tab ‘Candidate Profile’.
    • Click on ‘My Profile’ to create and update your profile.
    • Follow the instructions to complete your profile.
    • The process will end by clicking the tab “Overview and Release”.
    • Ensure you click the check box on the page to complete the profile.

    Application process:

    • To view the open job postings, click on the tab ‘Employment Opportunities’ on the ‘Applicant Cockpit’ page.
    • Under the heading ‘Job Search’ click the ‘Start’ button to view all available vacancies.
    • Click on the Job posting to display the details of the position.
    • To apply for the position, click ‘Apply’ button at the top of the page.
    • Follow the instructions to complete and submit your application.
    • Kindly note that all mandatory fields must be completed.
    • To complete the process of application, click the ‘Send Application Now’ button after reviewing and accepting the ‘Data Privacy Statement’.

    In case of any challenges, please send your email query to [email protected]

     

    If you experience any delay in receiving an email notification at the end of the e-recruitment registration process, please refresh your email. In case of any challenge, please send your query to [email protected]

     

    Kenya Revenue Authority does not charge any fee at any stage of the recruitment process (application, shortlisting, interviewing, and/or offer)

    Other HR jobs that you might like