Consultant / Contract

<p>Job Purpose</p><p>The Grievance Officer is responsible for receiving, investigating, resolving, and closing employee and/or customer grievances in a fair, timely, and compliant manner. The role ensures adherence to company policies, legal requirements, and regulatory standards while maintaining confidentiality.</p><p><br /></p><p>Key Responsibilities</p><p><br /></p><p>Receive, acknowledge, and register grievances through defined channels (email, portal, written complaints, verbal reports).</p><p>Conduct impartial and confidential investigations into grievances.</p><p>Interact with complainants, respondents, and witnesses to gather facts and evidence.</p><p>Facilitate mediation and resolution discussions where appropriate.</p><p>Recommend corrective and preventive actions based on findings.</p><p>Ensure grievances are resolved within defined timelines (TAT).</p><p><br /></p><p>Key Performance Indicators (KPIs)</p><p><br /></p><p>Timely grievance resolution (TAT adherence)</p><p>Quality and accuracy of investigations</p><p>Reduction in repeat grievances</p><p>Compliance and audit observations</p>