Manager – Appeals & Grievance Handling at Kenya Revenue Authority

Managerial / Supervisory Responsibilities:

1. Enforce the Code of Conduct;
2. Examine grievances/complaints and determine adherence to grievance handling procedure;
3. Build sustainable and mutually beneficially relationships for all stakeholders with the aim of furthering the goals and vision of Kenya Revenue Authority;
4. Advise the management on issues/matters appeal;
5. Notify concerned parties of outcome and initiate any necessary action arising from the grievance/complaint
6. Liaise with Departments on grievance matters;
7. Examine grievances/complaints and advice on the way forward;
8. Ensure adherence to grievance handling procedure;
9. Ensure accurate and timely reporting of activities in the section;
10. Ensure compliance with legislative and statutory obligations;
11. Oversees research, investigation, negotiation and resolution of all types of appeals and grievances
12. Plans, organizes, and directs the work activity of the appeal and grievance in line with organizational policies and procedures
13. Ensure implementation of regulations, policies and measures; tracking appeals; identifying appropriate modifications to processes and developing required reports.

Operational Responsibilities / Tasks:

1. Receive analyze and forward appeal requests to appeal committee
2. Ensure the appeals and grievance committee are properly constituted
3. Analyze and review of issues raised in appeals in a timely manner
4. Prepare position papers on cases under review /appeal
5. Provide secretariat services to appeal panels and maintain records of appeals
6. Prepare communication to officers regarding the outcome of their appeals and reviews
7. Follow up of Top management and Audit reports
8. Notify concerned parties of outcome and initiate any necessary action arising from the grievance/complaint;
9. Review appeal case analysis reports and submit to relevant authorities;

Financial Responsibility:

Development of budgets.

Responsibility for Physical Assets:

1. Responsible for physical assets assigned by the institution.
2. Provide oversight for all departmental physical assets.

Decision Making:

1. Make strategic, operational and financial decisions
2. Plans the work of subordinates
3. Assigns work to subordinates
4. Monitors subordinates work performance
5. Appraises/evaluates subordinates performance

Working Conditions:

• Works predominantly in a comfortable environment.

Job Competencies (Knowledge, Experience and Attributes / Skills).

• Bachelor’s degree in Human Resource Management/Relevant field.
• Higher Diploma in Human Resource Management/ Certified Human Resource Professional (CHRP)
• Membership to a Professional Body (IHRM).
• At least seven (7) years’ overall work experience, three (3) years’ of which should have been in a managerial role.
• IT Proficiency.
• Effective interpersonal and communication skills
• Strong analytical and problem solving abilities
• Interpersonal skills
• Public Relations.

Application Guidelines

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1. Click on ‘My Profile’ to create and update your profile.
2. Follow the instructions to complete your profile.
3. The process will end by clicking the tab “Overview and Release”.
4. Ensure you click the check box on the page to complete the profile.

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