Job Description
Position: 5 x PMU iGMS Focal Points (Business Support Assistants)
Unit / Division: Programme
Duty Station: Provincial level (one position each in Sindh, Punjab, Khyber Pakhtunkhwa, Baluchistan, and AJK/GB)
Duration:12 months (extendable)
Remarks: This Vacancy Announcement is for Pakistan Nationals Only.
ORGANISATIONAL CONTEXT:
The iGMS Focal Points will be based at the BISP Provincial Offices and will provide administrative and operational support to the BISP integrated Grievance Management System (iGMS).
The position will report to the BISP Project Management Unit, ensuring effective handling, tracking, and reporting of grievances related to programme implementation.
JOB PURPOSE:
To support the effective functioning of the BISP Integrated Grievance Management System (iGMS) at the provincial level by ensuring timely resolution, follow-up and reporting of BNP related cases and complaints, in line with approved Standard Operating Procedures (SOPs) and accountability requirements.
KEY RESPONSIBILITIES (not all-inclusive, nor exhaustive):
- Receive beneficiary and management cases and complaints and ensure timely resolution through defined channels.
- Coordinate with relevant provincial stakeholders, implementing partners, and field teams for verification and resolution of complaints.
- Lodge cases and complaints received from and on behalf of field teams into iGMS and ensure their progress until closure.
- Ensure all grievances are accurately recorded, updated, and closed in the system within agreed timelines.
- Maintain regular follow‑up on pending cases and flag overdue or complex cases for escalation through defined channels.
- Prepare and share periodic updates on complaints received, resolved, and pending with provincial management and PMU.
- Respond to routine queries related to grievance handling and escalate sensitive or complex issues as appropriate.
- Maintain proper records, filing systems, and documentation related to grievances at the provincial level.
- Support orientation of field staff and partners on grievance handling processes and use of iGMS, where required.
- Identify simple discrepancies or trends in grievance data and report to supervisors to support informed decision‑making.
- Ensure strict confidentiality, secure handling, and restricted sharing of grievance‑related data in line with applicable data protection policies.
- Perform any other GMS‑related duties as assigned by the supervisor in line with programme requirements.
OTHER POST REQUIREMENTS (details to be determined by Post Managers):
The iGMS Focal Points will primarily support grievance redress activities linked to programme implementation at the provincial level and will:
- Liaise with district, field, and partner teams to collect and verify grievance‑related information.
- Assist in consolidating provincial grievance data for regular reporting and analysis.
- Support adherence to agreed grievance handling timelines and escalation protocols.
- Assist in maintaining provincial‑level iGMS records, trackers, and system logs.
- Ensure coordination between provincial offices and PMU for consistent grievance management practices.
FUNCTIONAL CAPABILITIES:
- Proficiency in Microsoft Word, Excel, Outlook, and routine data entry tasks.
- Ability to maintain accurate records, files, and databases.
- Understanding of administrative procedures and basic reporting requirements.
- Ability to handle routine queries with tact, discretion, and professionalism.
- Experience working in multicultural and multi‑stakeholder environments.
- Strong coordination, follow‑up, and communication skills.
- Residence in the province/region where the position is posted.
DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE:
- Minimum three (3) years of relevant work experience providing support in nutrition, public health, social protection, or related programmes.
- Experience with UN agencies, government programmes, or NGOs is preferred.
- Prior exposure to community feedback mechanisms, grievance handling, or accountability systems is desirable.
STANDARD MINIMUM ACADEMIC QUALIFICATIONS:
Education:
First level university degree (Bachelor) in Social Sciences, Public Administration, Development Studies, Public Health, or a related field.
Language:
Fluency in both oral and written English and Urdu is required.
Knowledge of the relevant provincial/local language is highly desirable.
