National Identity Management Commission Grievance Redress Manager Jobs in Nigeria
National Identity Management Commission Grievance Redress Manager Jobs in Nigeria
ObjectivesA Grievance Redress Manager shall be engaged to support NIMC and ID4D in the development and implementation of a Grievance Redress Mechanism (GRM) for the ID4D project.
The objective of the position is to ensure the implementation of an effective Grieve Redress Mechanism, aligned with best practice and World Bank policy.
The Grievance Redress Manager will be accountable and report to the PIU Project Coordinator and cooperate with other PIU team members, implementing agencies, and relevant stakeholders, including colleagues in the ECSU working on citizen engagement.
Scope of Services
The main scope of work for The Grievance Redress Manager shall be to:
Manage Grievance Mechanism
Lead the development and implementation of an effective GRM that will timely resolve grievances, including by:
Providing inputs into the scope of work for a consulting firm to design and develop an appropriate grievance redress mechanism for the ecosystem ID4D project which takes into account NIMC’s existing Customer Care infrastructure, incorporates multiple channels, and is able to manage the expected volume of complaints under the ecosystem model;
Providing inputs in the development of a best-practice GRM manual, containing standards and methods of handling grievances under the ecosystem GRM;
Analyse grievance trends, and provide regular reports to the Project Coordinator;
Manage multiple accessible channels through which complaints and grievances concerning the ID4D project can be resolved appropriately;
Follow up with complaints to ensure complaint resolution is advancing in a timely manner and using a fair process;
Monitor resolutions to grievances to ensure they are implemented;
Implement regular monitoring and evaluation of the GRM with support from the PIU and ECSU M&E staff; and
Carry out any other relevant periodic duties that may be assigned by the PIU Coordinator.
Engage Ecosystem Partners and Stakeholders
Liaise with ecosystem partners to address grievances arising from their operations in order to effectively monitor and improve the experience of the general public across the ecosystem;
Provide information about the grievance mechanism to partners and stakeholders and ensure they adhere to agreed messaging, training, and procedures;
Inform PIU and Project Coordinator of any serious concerns and complaints received by the grievance mechanism;
Work with relevant partners' staff to notify general public of activities that
may lead to concerns or complaints before the project activities are undertaken;
Work with ecosystem partners' staff tasked with customer engagement to understand issues before, during, and after interface or engagement events.
Provide Capacity Building Support
Identify capacity needs in NIMC Customer Care Department, for efficiently handling grievances, provide capacity building, and suggest training programs.
Qualification
The Grievance Redress Manager shall have the following minimum educational qualifications and experience:
First degree in relevant discipline (e.g. Law, Business Administration, Social Sciences, Marketing, etc) with minimum 6 years’ post-graduate experience with grievance redress management, service management and operations in Nigeria;
Must have a minimum of 5 years work experience on Grievance Redress of World Bank funded projects or in customer care/complaints position of a major telecommunication company, bank, or equivalent institution.
Demonstrate experience in development and applications of Grievance Redress Mechanisms or experience in the fields of customer care and customer relations field with understanding of managing a large department and system (e.g. large call center, sophisticated CRM software, multiple channels, etc.).
Demonstrate experience in creating beneficial relationships with stakeholders of a project.
Duration
The duration of the assignment is initially for 12 months but will renewed subsequently on an annual basis subject to satisfactory performance.
The contract type is Time Based.
How to Apply
For more information and job application details, see; National Identity Management Commission Grievance Redress Manager Jobs in Nigeria
Find Latest Jobs in Nigeria Today - Recruitment in Nigeria Job - Nigerian Jobs - in Nigeria - Job Vacancies in Nigeria
Search our career portal & find the latest Nigerian job positions,career opportunities & jobs in Nigeria.
Jobs in Nigeria - banking jobs in Nigeria, IT jobs in Nigeria,accounting jobs in Nigeria, NGO jobsin Nigeria, business administration in Nigeria, ICT jobs in Nigeria, UN jobs in Nigeria,procurement jobs in Nigeria, education jobs in Nigeria, hospital jobs in Nigeria, human resources jobs in Nigeria, engineering jobs in Nigeria, teaching jobs in Nigeria, and other careers in Nigeria.
Oil and Gas job vacancies in Nigeria, MTN jobs in Nigeria, job vacancies in Nigeria for fresh graduates.
Federal government jobs in Nigeria, job vacancies in Nigeria Federal Civil Service.
Find your dream job from 1000s of vacancies in Nigeria posted and updated daily - click here!
Click here to post comments
Join in and write your own page! It's easy to do. How? Simply click here to return to NGO Jobs in Africa.
