Assistant Manager, Complaints Management & Corruption Reporting at Kenya Revenue Authority (KRA)

Department: Intelligence & Strategic Operations

Division: Operations & Business Transformation office   Reports to: Manager, Complaints Management & Corruption Reporting

Direct reports:

Supervisors, Complaints Management & Corruption Reporting  (6)

Responsible for

Management of complaints & Corruption reports in accordance with practice, policy and law.

Tasks and Outputs:

• Develop and implement policies, procedures and strategies on management of corruption reports and public complaints.
• Manage complaints and corruption reporting processes, systems, people and other resources.
• Ensure compliance with legal requirements on complaints management.
• Support the manager in development and operationalization of the Corporate Complaints Management Framework.
• Create and maintain a database of complaints and corruption reports.
• Provide complaints and corruption trends and communicate lessons learnt for continuous improvement.
• Develop and deliver education and training in relation to complaints management and corruption reporting.
• Ensure adherence to all quality management standards in complaints management and corruption reporting.
• Overseeing preparation of management and operational reports.
• Coordinate staff training to address knowledge gaps.
• Maintain the CIC office leave and training schedules.
• Liaise with the Manager to ensure adequate staff capacity in the CIC at all times.
• Support the Manager in implementation of Departmental programs and initiatives geared towards improvement of corporate complaints handling.

   Minimum qualifications

• Bachelor degree from a recognized university.
• Evidence of training for a cumulative period of not less than two months in the areas of administration, reporting, quality assurance.
• Training in Tax and customs administration will be an added advantage.
• Professional qualification in the areas of administration, project management, reporting or quality assurance is an added advantage.

  Work Experience

• 4 years of progressive work experience in the areas of marketing, customer experience complaints management or quality assurance one (1) of which should be leading teams.
•  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