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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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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:
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:
Behavioral Competencies/Attributes:
- Effective interpersonal and communication skills
- Strong analytical and problem solving abilities
- Interpersonal skills
- Public Relations