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  • Posted: Feb 19, 2021
    Deadline: Mar 4, 2021
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    The Kenya Revenue Authority (KRA) was established by an Act of Parliament, Chapter 469 of the laws of Kenya , which became effective on 1st July 1995 . The Authority is charged with the responsibility of collecting revenue on behalf of the Government of Kenya. A Board of Directors, consisting of both public and private sector experts, makes policy decisio...
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    Manager – Appeals & Grievance Handling (Re-advertisement)

    Department:      Corporate Support Service

    Division:            Human Resource

    Section / Unit:     Employee Relations

    Location / Work station: Times Towers, Haile Selassie Avenue, Nairobi or Other Regional Office     

    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 managerial role.

    Functional Skills:               

    • IT Proficiency   

    Behavioral Competencies/Attributes: 

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

    Method of Application

    Send your application to

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Average Salary at Kenya Revenue Authority (KRA)
KSh 71K from 35 employees

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