IPOA Head of Complaints Management Jobs in Kenya

IPOA Head of Complaints Management Jobs in Kenya

Job Purpose

To coordinate receipt and processing of complaints against members of the Service as provided under Section 6 and 24 of the IPOA Act.

Key Responsibilities/ Duties / Tasks

Managerial / Supervisory Responsibilities

Coordinate development and implementation of policies, strategies, manuals, plans, procedures and standards pertaining to complaints management services;

Coordinate receipt and processing of complaints against members of the Service;

Develop controls for deployment and application of complaints management tools and equipment;

Manage development and implementation of complaints management work plans, data, information, records and resources;

Coordinate the review of patterns and trends of police misconduct;

Coordinate development of efficient complaints management systems;

Coordinate handling, resolution, tracking, referrals and feedback of complaints as necessary;

Guide, coach and mentor the complaints management and call centre officers;

Coordinate employee performance management and competency development plans in the Department.

Operational Responsibilities / Tasks

Provide leadership to the Complaints Management and Call Centre Officers;

Provide working tools and equipment for Complaints Management and Call Centre functions;

Provide leadership in registration, categorization and assessment of complaints;

Liaise with internal and external stakeholders on complaints management function;

Assess operational risks for effective management of complaints;

Organize meetings to discuss complaints management strategies, tools, assignments and reports;

Appraise procurement requisitions for effective complaints management operations;

Advice on complaints management and call centre operations to the Management;

Initiate redress of operational risks and audit processes for purposes of effective complaint management mandate;

Review and forward complaint management and call centre operational work plans for approval;

Review and forward complaint management and call centre reports;

Review complaints management and call centre data, information, files, records, reports and processes for quality assurance;

Review

and forward Departmental annual budget, work plan and procurement plan;

Supervise and appraise direct reports and identify their training needs;

Job Competencies (Knowledge, Experience and Attributes / Skills)

Academic Qualifications

A Master’s degree in any of the following disciplines:- Law, Public Policy Development, Dispute Resolution, Counselling Psychology, Social Sciences or equivalent qualifications from a recognized institution;

Professional Qualifications / Membership to Professional Bodies

Certificate in either Corporate Governance or Strategic Leadership Development Programme from a recognized institution;

Registered with a relevant Professional Body where applicable;

Certificate in computer application skills;

Previous Relevant Work Experience Required

Served for a minimum period of three (3) years in the grade of either Principal Complaints Management Officer or for a period of twelve (12) years in Complaints services, three (3) of which must have been in a management level in the Public Service or Private Sector;

Functional Skills, Behavioral Competencies/Attributes:

Functional Skills:

Complaint Management Skills

Leadership Skills

Financial Management Skills

Planning Skills

Decision Making Skills

Interpersonal Skills

Communication Skills

Counselling skills

Dispute resolutions skills

Analytical Skills

Report writing skills

Behavioral Competencies/Attributes:

Transparency and accountability

Ethics and Integrity

Team player

Creativity and innovation

Resilience

Independence

How to Apply

For more information and job application details, see; IPOA Head of Complaints Management Jobs in Kenya

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