Senior Manager, Grievance Management and Investigations

Key Responsibilities: 

Improving Policies and Procedures

• Support in developing BRAC International’s grievance management protocols and guidelines to govern the investigations and grievance management unit’s processes.
• Support in drafting policies and updating investigation guidelines to ensure alignment with international standards and best practices.

Capacity Building and Development

• Support to further the expertise of Safeguarding focal/managers, Audit, Finance and HR staff and build investigation skills to further develop the pool of internal investigators.  
• Support in capacity development of investigator’s pool by maintaining strong communications and organising training/ refreshers.
• Support all BI countries on capacity development including policy implementation, conflict management, grievance management, incident reporting and case documentation.
• Arrange training, refreshers and facilitate orientation sessions for capacity and skill development of BI HR representatives, HRCC members and others.

Case Management

• Provide case management support in the development of an organisational-wide grievance reporting and tracking system for managing and reporting on cases at all stages.
• Maintain the case management system for non-safeguarding complaints, investigations and grievances, ensuring follow-up actions with countries.
• Maintain detailed records of all grievances and investigations, including case summaries, findings, and outcomes.
• Analyse case trends; prepare reports and presentations for internal stakeholders to reflect analysis of cases.
• Maintain the highest level of confidentiality regarding data and information.
• Ensure organisational reporting and response mechanisms are functional and practical.

Building Relationships with Internal Stakeholders

• Organise activities such as focus group discussions with internal stakeholders to obtain data on current grievance management systems/practices and identify improvement areas.
• Act as a reporting avenue for grievance related issues, be a resource to complainants, HR managers and other internal stakeholders to ensure and promote transparency, accountability and compliance by ensuring policies and processes are enforced.
• Support with the administration of the Inquiry Review Committee (IRC).
• Continue to utilise expertise of Safeguarding focal/managers, Audit, Finance and HR staff and build investigation skills to further develop the investigators’ pool.
• Liaise with Audit and Finance to review the Fraud Management policy and update to meet BI processes and needs.  
• Collaborate with CMTs/ HRCCs and AIM management to identify areas which require most investigation support/capacity building.
• Maintain clear communication with stakeholders, including employees/complainants, management, and other departments teams, regarding the status and outcomes of investigations or grievances.

Safeguarding Responsibilities:

• Implement programme decisions keeping the safety and dignity of programme participants/clients at the center, mitigate safeguarding risks and contribute to a safe working environment where staff are respected and feel confident to voice concerns without fear of retaliation.
• Receive mandatory training on the safeguarding policies and reporting channels and have access to policies.
• Participate in discussions on the safeguarding agenda in monthly meetings and actively voice concerns without fear.
• Report safeguarding incidents witnessed or experiences to the Safeguarding department. For known cases, maintain neutrality, be sensitive and non-judgemental to victims/survivors, and cooperate with organisational investigations providing accurate information as needed.

Academic Qualifications: 

• Bachelor's degree from a reputed university preferably in Law/ Human Resources Management or other relevant discipline. 

Required Skills, Competencies & Knowledge:

• Knowledge of international standards of law and investigation and ability to implement best practices.
• Knowledge of international standards of safeguarding and best practices.
• Experience of conducting complex and sensitive investigations and preparing investigation reports.
• Demonstrated experience in case/ grievance management and complaint handling.
• Excellent relationship management and communication skills and ability to communicate in all forms (written, verbal, negotiation, facilitation and presentation skills).
• Clear communication and public speaking skills, capable of delivering messages appropriately to a variety of audiences.
• Ability to prioritise and deal with competing demands to deliver results.
• Excellent MS Excel and PowerPoint skills.
• Capable of working both individually and as part of a team.
• Ability to maintain the highest level of confidentiality and sensitivity
• Demonstrated ability to work in a fast-paced organisation in a multi-cultural context
• Ability to prioritise tasks and manage time efficiently.
• Mobile and flexible mindset to travel to project site when required.
• Possess high ethical and moral standards and committed to safeguarding issues.
• Sensible and adaptive to diverse work culture.
• Experience in designing and delivering training to a diverse and international audience is an asset.
• Experience in financial integrity investigations and fraud investigation or law enforcement is an advantage. Certification in a relevant area of practice is preferrable but not essential.

Experience Requirements:  

• At least 05 years’ experience in the development or legal sector.
• At least 03 years of experience working in the areas of case management, labour relations and/or grievances, workplace investigations in any reputed organisation.