Job Purpose

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