KRA Manager - Appeals & Grievance Handling Jobs in Kenya

KRA Manager - Appeals & Grievance Handling Jobs in Kenya


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 managerial role.

    Functional Skills

  • IT Proficiency.

    Behavioral Competencies/Attributes

  • Effective interpersonal and communication skills.

  • Strong analytical and problem solving abilities.

  • Interpersonal skills.

  • Public Relations.

    How to Apply

  • For more information and job application details, see; KRA Manager - Appeals & Grievance Handling Jobs in Kenya



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