Job Description

 TASKS AND RESPONSIBILITIES

General Responsibilities:

• Lead the implementation and continuous improvement of the community grievance management processes, supervising Community Grievance Officers and other field teams to ensure consistency and alignment across Project functions
• Drive performance monitoring, data analysis, reporting, and strategic improvements of the Community Grievance Mechanism, ensuring compliance with Project requirements and stakeholder commitments
• Promote awareness, accessibility, and effective use of the community grievance mechanism among internal and external stakeholders, including contractors, government authorities, Project affected communities, community-based organizations, and others.
• Supervise, mentor, and provide technical guidance to Community Grievance Officers and field personnel, including capacity building, coaching, and professional development
• Maintain accurate and up-to-date community grievance records and support documentation within designated information management systems, ensuring data integrity, traceability, and timely reporting.

Specific Responsibilities:

a) Stakeholder engagement and awareness

• Establish and maintain strong working relationships with community stakeholders to promote awareness of the community grievance mechanism and lodging channels
• Ensure effective, transparent, and timely communication regarding grievance processes and outcomes to stakeholders
• Develop fit-to-purpose stakeholder engagement plans and lead engagement activities related to sensitive, complex, or escalated grievances
• Manage stakeholder feedback and responses, ensuring alignment with Project policies,

procedures, and communication protocols

• Promote ongoing dissemination of the grievance mechanism through community engagement activities, awareness campaigns, and refresher training sessions
• Oversee community awareness campaigns, stakeholder outreach initiatives, and perception assessments related to the grievance management process.

b) Grievances management strategy and coordination

• Oversee implementation, effectiveness, and continuous improvement of the community

grievance mechanism across all Project sites ensuring consistency, quality, and compliance with Project standards and commitments.

• Ensure grievance reporting channels remain functional, accessible, and well understood by stakeholders throughout the Project area
• Lead grievance investigations, coordinating with internal functions, contractors, and external stakeholders as required
• Manage complex, sensitive, or high-risk grievance cases, ensuring appropriate escalation and visibility to Project leadership

c) Coordination and cross-functional alignment

• Monitor contractor and third parties’ compliance with Project grievance management

requirements and standards

• Align grievance management practices with neighboring operator and stakeholders within the Project area, as appropriate
• Coordinate with internal teams to ensure timely grievance resolution and alignment on

corrective and preventive action plans

• Maintain awareness of evolving community dynamics, emerging concerns, and stakeholders’ expectations
• Conduct preliminary assessments of reported concerns and direct non-Project-related matters to appropriate stakeholders or entities
• Coordinate and support the operation of the Project Grievance Review Committee

d) Monitoring, Reporting, and Analysis

• Oversee maintenance and administration of the grievance database and ensure data accuracy, integrity, and confidentiality
• Analyze grievance trends, recuring issues, root causes, and emerging risks to support informed decision-making
• Prepare and present regular reports to management covering grievance status, closure rates, resolution timelines, performance indicators, and emerging community concerns
• Support internal and external audits, assessments, and assurance processes related to

stakeholder engagement and grievance management

• Facilitate grievance management training and awareness programs for employees, contractors, and relevant stakeholders

QUALIFICATIONS AND EXPERIENCE

• Degree in socioeconomics, external affairs, law, sustainability, or a related field
• 5 - 8 years’ relevant experience in community relations, grievance management, or social performance
• Proven leadership experience managing teams in complex operational environments
• Experience working with government, community leadership, CSO, and vulnerable groups
• Excellent written and verbal communication skills
• Fluency in English and Portuguese; knowledge of local language (Swahili, Kimwane, Makonde or Makua) is an advantage
• Demonstrated initiative, coordination, and planning abilities, with strong organizational skills
• Strong interpersonal skills and work ethic
• Self-motivated and able to manage tasks effectively