Assistant Manager – Appeals & Grievance Handling At Kenya Revenue Authority (Kra)

The job holder is responsible for assisting in the management of Appeals & Grievance Handling in the Authority.
Key Responsibilities / Duties / Tasks
Managerial / Supervisory Responsibilities:
Prepare summary of appeals and grievance cases;
Receive and forward appeal requests and notification letters to the Manager
Oversee research, investigation, negotiation and resolution of all types of appeals and grievances.
Maintain a positive image of the authority at all times;
Any other duties as may be assigned from time to time.
Prepare formal briefs and appears at hearings
Work with HR colleagues in development of integrated appeal and grievance solution
Ensure that all staff members know what steps to follow and whom to contact in case of a grievance
Work with line managers to ensure compliance to labour and other statutes relating to staff issues
Liaise with key stakeholders and external bodies shaping future policy in areas of employee relations and policy.
Liaise with the Legal Department on cases of appeal arising from the disciplinary process
Ensure performance and development of staff under their supervision;

Operational Responsibilities / Tasks:
Review and update of the grievance procedure
Assist the Manager in Planning, organizing, and directing the work activity of the appeal and grievance team which are consistent with the Authority’s policies and procedures
Assist in Carrying out research, investigation, negotiation and resolution of all types of appeals and grievances
Coordinate and facilitate grievance procedures
Ensures safe custody that information and records are
Conduct regular refresher training for current employees, updating them on revisions to the process.
Job Dimensions
Financial Responsibility:
Development of budgets
Responsibility for Physical Assets:
Responsible for physical assets assigned by the institution.
Provide oversight for all departmental physical assets.
Decision Making:
Make strategic, operational and financial decisions
Plans the work of subordinates
Assigns work to subordinates
Monitors subordinates work performance
Appraises/evaluates subordinates performance
Working Conditions:
Works predominantly in a comfortable environment.
Job Competencies (Knowledge, Experience and Attributes / Skills).
Academic Qualifications
Bachelor’s degree in a relevant field
Professional Qualifications / Membership to professional bodies
Higher Diploma in Human Resource Management/ Certified Human Resource Professional (CHRP)
Membership to a Professional Body (IHRM)
Previous relevant work experience required.
At least four (4) years’ relevant work experience, one (1) of which should have been in a supervisory role.
Functional Skills:
IT Proficiency
Behavioral Competencies/Attributes:
Effective interpersonal and communication skills
Strong analytical and problem solving abilities
Interpersonal skills
Public Relations