Deputy General Manager–Complaint Management

Job Description

Title: Deputy General Manager–Complaint Management

Company Name: Friendship

Vacancy: 1

Job Location: Anywhere in Bangladesh

Employment Status: Full-time

Educational Requirements:
∎ Master of Law (LLM)
∎ Skills Required: Critical and analytical thinking, Decision making, Leadership and interpersonal skills, MS Office

Experience Requirements:
∎ 10 to 12 year(s)
∎ The applicants should have experience in the following area(s): Bangladesh labor law 2006 and new rules 2015, Criminal Law, Legal Affairs, Legal Aid & Services, People Management

Job Context:
∎ Overall complaint & feedback management process in the organization.
∎ Effectively Manage complaint reporting channels throughout the organization.
∎ Management of Complaint Inventory in a systematic way.
∎ Handle Employee Grievance Management and ensure effective solution.
∎ Follow Employment law, rules, and regulations throughout the process.
∎ Effectively manage the investigation process.
∎ Train & aware employees on disciplinary matters.

Job Responsibilities:
∎ Review & update “Complaint & Feedback Management Policy” and “Disciplinary & Grievance Management Policy” to keep the mentioned policies up to date with changing laws that may affect the organization.
∎ Coordinate/Consult with DGM - HR & OD and Safeguarding In Charge, while dealing with Safeguarding related complaints i.e. Sexual Exploitation Abuse & Harassment (SEAH), Child Protection, Fraud and Gender related complaints.
∎ Dealing with the Employees Grievances and guiding them accordingly as per the organizational policies.
∎ Design investigation process in accordance with applicable country law and participate in the investigation process, also lead the investigation if asked by the management.
∎ Dealing with all sorts of different disciplinary actions/process i.e. advice, warning, termination/separation, dismissal etc, as per the country’s law.
∎ Guide management to reduce the organization's exposure to any possible lawsuits and litigation that may arise from the management of any complaint.
∎ Continually informed on employment legal developments and shifts that will have an impact on the organization and advise management on how to mitigate any risks.
∎ Provide mentorship, guidance, and support to staff in complaint management.
∎ Review & update the Complaint Management Inventory i.e. incident register in coordination with the DGM - HR & OD and Safeguarding In Charge.
∎ Make sure complaint management inventory is updated and share quarterly report with Senior Director & Head of HR and OD.
∎ Keep grievance records properly with necessary corrective action.
∎ Assess the legal risk that may arise during complaint management and ensure that organizations’ activities comply with applicable laws and regulations.
∎ Motivate employees & volunteers about employment related laws, rules, and regulations.
∎ Analyze the root cause of any complaint and try to remove any complications so that this can be used as a lesson learned.
∎ Maintain liaise with different Govt. and non-govt legal agencies to get required support as & when required.
∎ Provide support in designing the training module on Complaint & Feedback Management Policy” and “Disciplinary & Grievance Management Policy.
∎ Conduct regular training on complaint management, disciplinary & grievance management to aware staff.
∎ Review & update the complaint reporting channels and make sure reporting channels are functional accordingly.
∎ Guide the different reporting focal person on how they should manage a complaint as soon as they receive it.
∎ Regular Field visit to see & monitor the compliant reporting system as well as to motivate staff & stakeholders to report incidents, if any.
∎ Update DGM (HR & OD) – the Safeguarding In Charge if any Safeguarding related complaint reported to ensure the Donor/Partner timely reporting.
∎ Any other task as & when assigned by management.

Additional Requirements:
∎ Age 35 to 45 years
∎ Only females are allowed to apply
∎ Must be trained in Bangladesh Labor Law 2006 (as amended) and Bangladesh Labor Rules 2015
∎ Well conversant with Legal Affairs, Legal Aid & Services and Criminal Law.
∎ At least 10-12 years of experience in managing legal matters out of which at least 5-6 years in managing complaints
∎ Excellent in English language skills
∎ Only Females are allowed to apply

Salary: Negotiable

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 18 Jul 2023

Company Information:
∎ 4 Jul 2023
∎ Friendship
∎ Address : K-14/2A, Baridhara North Road (Kalachadpur), Dhaka - 1212, Bangladesh
∎ Web : www.friendship.ngo

Category: Law/Legal

: "FRIENDSHIP is committed to safeguarding children, young people, and adults, and employees, Donors, visiting Doctors, visiting Journalists, visitors, beneficiaries including communities where we work and volunteers/interns. We believe every stakeholder and every member of the communities we work with, has the right to be protected from all forms of harm, abuse, neglect, harassment, and exploitation - regardless of age, race, religion, and gender, status as an individual with a disability or ethnic origin. Therefore, our recruitment policy and procedure fully include background checks and disclosure of criminal records in order to ensure safeguarding.FRIENDSHIP is an equal opportunity employer and will do everything possible to ensure that those who are suitable to work within our values and beliefs are recruited to work for us. Any personal persuasion will result in a disqualification of candidature".