Complaints And Feedback Manager
Job Description
Title: Complaints And Feedback Manager
Company Name: Action Contre la Faim (ACF)
Vacancy: Not specific
Job Location: Dhaka
Employment Status: Contractual
Educational Requirements:
∎ Minimum Bachelor's degree from Arts, Social Science, Business Administration or any other relevant field.
∎ A Master's degree in similar category will be an added advantage.
Experience Requirements:
∎ At least 3 year(s)
Job Context:
∎ DURATION: 7 MONTHS
∎ START DATE: ASAP
∎ CONTRACT TYPE: FIXED TERM
∎ The Complaints And Feedback Manager will ensure smooth management and coordination of the operation of Feedback and Complaint Management for the Action Against Hunger in Bangladesh. The person will be a self-starter and can work on their own initiative to work with our all levels and nature of stakeholder (beneficiaries, ACF staff, partners, vendor suppliers etc.). The Position will have considerable autonomy to work and key role in shaping the Complaint and Feedback management of the organization.
∎ The Complaints And Feedback Manager has to manage and develop the portfolio of complaints, feedback, resolution and responses linked to ACF`s internal and external affair in Bangladesh. This role offers huge scope for development within a growing, dynamic organization. The Manager will act as the focal person in the organization and will roll out the entire Complaint Management Committee of Action Against Hunger in Bangladesh.
Job Responsibilities:
∎ Your detailed responsibilities in this position will be:
∎ Objective 01: Complaint & Feedback Reception.
∎ Keep all mode of commination active, to ensure appropriate reception of Complaint/feedback.
∎ Maintenance and where necessary adjustment of a complaints/feedback tracking system.
∎ Development and management of procedures and policies for complaints.
∎ Objective 02: Complaint & Feedback Management.
∎ Define a plan of action in accordance with the nature of the complaint/feedback.
∎ Maintain a Communication procedure with the complainant or feedback giver until the issue is resolved / closed
∎ Develop TORs and support CFMC to initiate investigations.
∎ Undertake complex investigation as appropriate to strengthen complaints handling and monitor performance.
∎ Coordinate with relevant departments and / or bases to ensure successful investigation of complaints and information channels for feedback
∎ Provide expert advice and support to staff on the handling of complaints; on investigation techniques and carrying out root cause analysis and writing statements
∎ Facilitation of complaint resolution meeting.
∎ Objective 03: Information Dissemination. Coordination & Reporting.
∎ Organizing training and orientation event in relation to the complaint handling processes and guidelines.
∎ Analysis of complaints activity in terms of quality, scope and methodology and making appropriate recommendations
∎ To lead the development of specific delegated policies, procedures or guidelines relating to complaints
∎ Ensure timely reporting to CFMC and HQ as per the agreed schedule.
∎ To monitor trends, highlight risk factors etc. to include production of an annual report on complaints, monitoring trends, response times, outcomes and action arising from complaints
∎ Objective 04: Management Responsibilities.
∎ Coordination with Complaints and Feedback Management Committee in order to any management of complaint / feedback.
∎ To ensure that managed Complaints gets adequate support from all departments.
∎ To ensure that the quality of work leaving the Department is to a high standard and is appropriately disseminated throughout the organization.
Additional Requirements:
∎ Minimum 3 years' experience in an INGO/Development Sector/NGO, from which at least 2 years of relevant working experience in similar managerial positions.
∎ Experience of investigating and responding to complex complaints.
∎ Experience of working within a complaints process of several stages.
∎ Skills:
∎ Ability to analyze complex complaint and feedback issues and evidence findings.
∎ Understanding of the needs of vulnerable older and disabled people.
∎ Ability to communicate effectively and sensitively with vulnerable people.
∎ Proven ability to 'self start' and organize a complex workload and work to strict deadlines.
∎ Strong communication skills, written and verbal. (preferably: Chittagong region dialect)
∎ Excellent written & spoken in both Bangla and English; good communication skills.
∎ Computer literacy, comfortable with basic MS office (Bangla DTP skills will be highly valued).
∎ Highly mature interpersonal skills and experience in managing strategic relationships.
∎ Ability to operate deliver effectively in high paced, multi-cultural work environment.
∎ Understanding of emergencies/humanitarian and development sectors in Bangladesh.
∎ Proactive information gathering skills.
∎ Honest & accountable.
∎ Comprehension of ACF Charter, Child Protection Policy and understanding of humanitarian principles.
Salary:
∎ Gross monthly Salary BDT 93,699/;
Compensation & Other Benefits:
∎ Festival Bonus: 02 basic salary per year.
∎ Provident Fund: 7.5% of Basic Salary.
∎ End of Contract Benefits: As per organization policy.
∎ Medical coverage: 80% hospitalization coverage medical expenses (max limit BDT 120,000 per year).
∎ Group Life insurance and Group Personal Accidental Insurance
∎ Maternity Benefit: 3 (three) basic salary.
∎ Birth Allowance, Marriage Allowance, etc.
∎ 18 days of paid annual leave per year.
∎ 10 days of paid casual leave per year.
∎ Upto 01 month of paid sick leave per year.
∎ Upto 26 calendar week's maternity leave.
∎ Free and unlimited access to the certifying e-learning platform (online base) Cross knowledge.
∎ Participation to external training upon eligibility of the request
Application Deadline: 13 Aug 2020
Company Information:
∎ 6 Aug 2020
∎ Action Contre la Faim (ACF)
Category: NGO/Development
Deadline Expired on 13th Aug 2020
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