Manager- Complaints & Corruption Reporting at Kenya Revenue Authority (KRA)

Job Summary

The jobholder shall be responsible for the provision of administrative support, reports preparation and review, and coordination of corporate complaints and corruption reports while maintaining customer service excellence, and the detection of tax fraud in order to enhance taxpayer compliance and foster confidence in the business of the Authority.

Duties & Responsibilities

• Manage the Authority’s Complaints Information Centre (CIC) and implement the corporate complaints management framework.
• Manage & coordinate the Web-based Anonymous Reporting System and all the corruption reporting channels as may be utilised, and be the first point of contact for anonymous corruption reporting for the Authority.
• Develop and implement corruption awareness campaigns, materials, and programs to educate customers and whistleblowers on their rights, obligations, and additional information required for initiating reported corruption cases.
• Drive revenue growth through follow-up of reported tax evasion cases through the corruption reporting system and recommend process improvements for process re-engineering and excellent service delivery.
• Collect & provide accurate, timely, and reliable data for preparation of management reports as may be required, be it monthly, quarterly, or annual reports on corporate complaint handling.
• Prepare and submit quarterly reports to the Commission for Administrative Justice (CAJ) and manage all related correspondence with the CAJ and Office of the Ombudsman.
• Develop and review prescribed technical templates for complaint handling and maintain the corporate complaints and corruption reporting databases.
• Initiate, monitor and follow up on the finalisation of all corruption case reports and escalate complaints and corruption cases requiring intervention through the recommended service escalation channels.
• Implement the following corporate initiatives in the Unit: Performance Management, Audit, Integrity, Quality Management Systems, and Risk Management.

Person specifications

For appointment to this job, the candidate must have:

• A Bachelor’s degree in business administration, economics, finance, accounting, forensic science, criminology or any other relevant qualification from a recognised institution.
• A Master’s degree in business administration, economics, finance, accounting, forensic science, criminology, or any other relevant qualification from a recognised institution will be an added advantage.
• Relevant professional qualification(s) will be an added advantage.
• Successfully completed Tax Administration training from a recognised institution.
• Minimum of five (5) years’ relevant work experience with at least two (2) years at first-level management or a comparable position.
• A Leadership Course lasting not less than four (4) weeks from a recognised institution will be an added advantage.
• Membership in a relevant professional body will be an added advantage.

Key Competencies

• Leadership and people management skills
• Technological ability and Good decision-making capabilities
• Resilient, focused, results-oriented, with expertise in risk management and analysis
• Excellent oral and written communication, good planning, presentation, analytical and organisational skills.
• Knowledge of legal frameworks and expertise in investigation, informer/source and complaints management
• Knowledge in Tax Legislation, compliance, Tax Policy & Governance