Appeals and Grievance Handling

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

Apply via :

www.kra.go.ke