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Assistant Manager, Complaints Management & Corruption Reporting at Kenya Revenue Authority

Department: Intelligence & Strategic Operations

Division: Operations & Business Transformation office Reports to: Manager, Complaints Management & Corruption Reporting

Direct reports:

Supervisors, Complaints Management & Corruption Reporting (6)

Responsible for

Management of complaints & Corruption reports in accordance with practice, policy and law.

Tasks and Outputs:

  • Develop and implement policies, procedures and strategies on management of corruption reports and public complaints.
  • Manage complaints and corruption reporting processes, systems, people and other resources.
  • Ensure compliance with legal requirements on complaints management.
  • Support the manager in development and operationalization of the Corporate Complaints Management Framework.
  • Create and maintain a database of complaints and corruption reports.
  • Provide complaints and corruption trends and communicate lessons learnt for continuous improvement.
  • Develop and deliver education and training in relation to complaints management and corruption reporting.
  • Ensure adherence to all quality management standards in complaints management and corruption reporting.
  • Overseeing preparation of management and operational reports.
  • Coordinate staff training to address knowledge gaps.
  • Maintain the CIC office leave and training schedules.
  • Liaise with the Manager to ensure adequate staff capacity in the CIC at all times.
  • Support the Manager in implementation of Departmental programs and initiatives geared towards improvement of corporate complaints handling.

Minimum qualifications

  • Bachelor degree from a recognized university.
  • Evidence of training for a cumulative period of not less than two months in the areas of administration, reporting, quality assurance.
  • Training in Tax and customs administration will be an added advantage.
  • Professional qualification in the areas of administration, project management, reporting or quality assurance is an added advantage.

Work Experience

  • 4 years of progressive work experience in the areas of marketing, customer experience complaints management or quality assurance one (1) of which should be leading teams.
  • Experience in Customs and Tax administration is an added advantage.

Competencies required for this Role

  • Honesty and integrity of character.
  • Good decision making capabilities
  • Good planning, organizational and analytical skills
  • Resilient, focused and results oriented
  • Excellent oral and written communication, presentation and interpersonal skills
  • Motivated, dynamic and dedicated team player
  • Ability to work under pressure
  • Ability to build and maintain strong relationships

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