Manager - Complaints Management & Corruption Reporting

Minimum qualifications
Bachelor degree in Business Administration or Management – related fields from a recognized university.

Master’s Degree in Business Administration, Strategy or Management is an added advantage

Product knowledge - Training in Tax and customs administration will be an added advantage.

Working knowledge of MS Office and other relevant computer applications.

Professional Qualification in the areas of administration, marketing, sales, customer service delivery or quality management is mandatory.

Work Experience
5 years of progressive work experience in the areas of administration or management (2) of which should be at entry level management of complaints.

Experience in Customs and Tax administration is an added advantage.

Competencies required for this Role
Honesty and integrity of character.

Good decision making capabilities

Good planning, organizational and analytical skills

Resilient, focused and results oriented

Excellent oral and written communication, presentation and interpersonal skills

Motivated, dynamic and dedicated team player

Ability to work under pressure

Ability to build and maintain strong relationships

Responsibilities

Tasks and Outputs:
Management of the Complaints Information Centre (CIC) and implementation of the corporate complaints management framework.

Coordinate the management of the Web-based Anonymous Reporting System for corruption reporting

Handling and following up all correspondence, complaints and corruption cases with Commission of Administrative Justice (CAJ), Office of the Ombudsman within the stipulated CAJ timelines.

Initiate, escalate, monitor and follow-up finalisation of all corruption cases reported.

Recommend measures to unlock and finalise longstanding complaints and corruption cases.

Development and implementation of corruption awareness campaigns to educate customers and whistle blowers on their rights, obligations and additional information required for initiating corruption cases reported.

Drive revenue growth through follow-up of tax evasion cases reported through the corruption reporting system.

Job Requirements
Required education
: Bachelor's degree

Required relevant work experience
: 5 years

Required languages:
English (Spoken: fluent | Written: fluent)
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