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

Responsible for providing administrative support, reporting and coordinating of the corporate complaints and corruption reporting office

Tasks and Outputs:

1. Management of the Complaints Information Centre (CIC) and implementation of the corporate complaints management framework.
2. Coordinate the management of the Web-based Anonymous Reporting System for corruption reporting
3. Handling and following up all correspondence, complaints and corruption cases with Commission of Administrative Justice (CAJ), Office of the Ombudsman within the stipulated CAJ timelines.
4. Initiate, escalate, monitor and follow-up finalisation of all corruption cases reported.
5. Recommend measures to unlock and finalise longstanding complaints and corruption cases.
6. Development and implementation of corruption awareness campaigns to educate customers and whistle blowers on their rights, obligations and additional information required for initiating corruption cases reported.
7. Drive revenue growth through follow-up of tax evasion cases reported through the corruption reporting system.

Minimum qualifications

• Bachelor degree in Business Administration or Management – related fields from a recognized university.
• Master’s Degree in Business Administration, Strategy or Management is an added advantage
• Product knowledge - Training in Tax and customs administration will be an added advantage.
• Working knowledge of MS Office and other relevant computer applications.
• Professional Qualification in the areas of administration, marketing, sales, customer service delivery or quality management is mandatory.

Work Experience

• 5 years of progressive work experience in the areas of administration or management (2) of which should be at entry level management of complaints.
•  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