Appeals and Grievance Handling at Kenya Revenue Authority (KRA)

Job Purpose

• The job holder is responsible for the management of Appeals and Grievance Handling in the Authority.

Key Responsibilities / Duties / Tasks

Managerial / Supervisory Responsibilities:

• Enforce the Code of Conduct;
• Examine grievances/complaints and determine adherence to grievance handling procedure;
• Build sustainable and mutually beneficially relationships for all stakeholders with the aim of furthering the goals and vision of Kenya Revenue Authority;
• Advise the management on issues/matters appeal;
• Notify concerned parties of outcome and initiate any necessary action arising from the grievance/complaint
• Liaise with Departments on grievance matters;
• Examine grievances/complaints and advice on the way forward;
• Ensure adherence to grievance handling procedure;
• Ensure accurate and timely reporting of activities in the section;
• Ensure compliance with legislative and statutory obligations;
• Oversees research, investigation, negotiation and resolution of all types of appeals and grievances
• Plans, organizes, and directs the work activity of the appeal and grievance in line with organizational policies and procedures
• Ensure implementation of regulations, policies and measures; tracking appeals; identifying appropriate modifications to processes and developing required reports.

Operational Responsibilities / Tasks:

• Receive analyze and forward appeal requests to appeal committee
• Ensure the appeals and grievance committee are properly constituted
• Analyze and review of issues raised in appeals in a timely manner
• Prepare position papers on cases under review /appeal
• Provide secretariat services to appeal panels and maintain records of appeals
• Prepare communication to officers regarding the outcome of their appeals and reviews
• Notify concerned parties of outcome and initiate any necessary action arising from the grievance/complaint;
• Review appeal case analysis reports and submit to relevant authorities;

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 Human Resource Management/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 five (5) years’ overall work experience, two (2) years’ of which should have been in a first level managerial role.

Functional Skills:              

• IT Proficiency 

Behavioral Competencies/Attributes:

• Effective interpersonal and communication skills
• Strong analytical and problem solving abilities
• Interpersonal skills
• Public Relations