Grievance Manager (Litigation Background)

An attractive Grievance Manager (litigation background) role is now open at one of the not-for-profit organisations in Jakarta.

About the Grievance Manager (Litigation Background) Role:
The Grievance Manager (Indonesia) is responsible for the administration and communication of the complaints process in Indonesia and/or as assigned. This includes the responsibility to promote and facilitate the effective resolution of complaints, in accordance to the Organisation Complaints and Appeals Procedures and as directed by the Complaints and/or Appeals Panels.

While reporting to the Head of the Grievance Unit, the Grievance Manager (Indonesia), will amongst others be managing the complaints process in Indonesia and/or as assigned effectively, to ensure that complaints are appropriately recorded, coordinated, and that responses are timely, quality checked and monitored in line with organisation requirements and related Standard Operating Procedures (SOP).

Key Responsibilities:

• Manage, coordinate and facilitate the work of the Complaints and Appeals Panels, including in organising related meetings and ensuring timely delivery of required documentations and implementation of the Panels’ decisions
• Manage and advise the complainant(s) on the proper procedures of recording a complaint (as set out in the organisation Complaints and Appeals Procedures)
• Provide support to all parties concerned through a transparent process for resolving complaints which come through the organisation Complaints and Appeals process. This shall include ensuring reasonable and timely access to information about the procedures and guidance on how to submit complaints
• Enlighten members on the steps required in proceeding with a complaint. This may require the production of appropriate general communication materials as well as direct involvement at the embryonic stage of a complaint; identify and communicate to stakeholders the obligations of the different parties towards resolving complaints; ensure that all documentation and materials related to a complaint are filed in soft copies at the Secretariat and kept confidential at all times. All information gathering must be transparent, legal and ethical
• Be cognisant in all communications about the need to maintain certain information as confidential particularly in cases where the complainant is fearful of repercussions or involves a whistle blower. The Grievance Manager (Indonesia) will need to work together with the Grievance Unit as a whole and where applicable with other departments within the organisation Secretariat (while maintaining confidentiality) in the process of facilitating resolution of complaints
• Support in ensuring continued strengthening of the Complaints system and its related procedures. In carrying out the above, the Grievance Manager (Indonesia) shall be cognisant of the objectives and operations of the organisation and the requirements of its key documents
• Without the express written permission of the CEO of the organisation, the Grievance Manager (Indonesia) shall not communicate to any other party within or outside of organisation on any matter related to complaints, except parties directly involved in complaints
• As directed by the Complaints and Appeals Panel, to secure independent and impartial information on each issue and the parties involved. The information (written and/or oral and/or images) shall be obtained directly from the parties involved in a complaint in line with the requirements of the Complaints and Appeals Procedures and the Standard Operating Procedures
• The Grievance Manager (Indonesia) shall not be in any way associated with the parties involved in a complaint and if there are linkages or reasons to believe of such linkages, you must recuse yourself from being involved in the particular complaint
• The Grievance Manager (Indonesia) must avoid bias and any perception of bias in the conduct of your work. Thus, to take all appropriate measures to ensure that information relating to complaints and appeals are always presented in a neutral way, without prejudice towards any of the parties involved

To succeed in this Grievance Manager (litigation background) role, you must be able to demonstrate a good understanding of how to grow the business and have strong business acumen.

Key Requirements:

• Minimum of five years working experience in relevant field
• Handling grievances and legal proceedings
• Excellent communications skills in order to develop and establish cooperation and rapport with respective users and teams at working levels and of different nationalities
• Experience in reviewing, developing, assessing and documenting internal processes, controls and templates
• Proficiency in MS Office applications (Excel, Word, PowerPoint)
• Ability to establish and maintain effective working relationships and interact with different stakeholders
• Proficiency in English and Bahasa Indonesia with good communication skills
• Ability in establishing cooperation and rapport with internal and external parties of different backgrounds and/or nationalities
• Conscientious and willing to take responsibility
• High integrity, ethical and a good team player

This company needs no introduction and is recognised as the leader in their field of expertise. The culture is demanding, but if you are confident and have a can-do attitude, the potential rewards are significant.

If you are looking to elevate your career and be part of the pioneering team of the company, this Grievance Manager (Litigation Background) role is highly fit for you.

Apply now or contact me to learn more.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.