Specialist, Operations, Ombudsperson Office at World Wide Fund for Nature (WWF) Kenya

Major Duties and Responsibilities

• Support the strategy of the Office to deliver effectively on its mandate;
• Build and maintain a strong working relationship with relevant WWF and external constituencies/stakeholders, as identified by the Office;
• Liaise across the WWF network with relevant staff, across different levels of seniority, and clearly communicate and engage with them;
• Manage the administration of the Office, including activities across a decentralized team, including event management, logistical support, and budget and contract management;
• Serve as the intake officer for complaints received by the Office, managing an effective complaint intake and eligibility process within prescribed timelines;
• Serve as the first point of contact with complainants, engaging with them and facilitating the intake and eligibility process;
• Support the operation and improvement of the Office’s website, intranet site and case management system, including data management, data analytics and reports, both formal and informal for internal and external stakeholders;
• Help establish reporting protocols to track Office communication and case handling;
• In close collaboration with the Advisory Head, contribute to the identification, design and delivery of advisory products, lessons learned, capacity building and knowledge management products;
• In close collaboration with the Dispute Resolution Head, support the problem-solving processes, including production of milestone reports;
• In close collaboration with the Ombudsperson, contribute to communication and outreach strategies and products that help promote the Office within WWF, and with external constituencies and stakeholders;
• Assist in the collection of data or information, and preparation of reports to help operationalize the Office;
• Identify and contribute to operational improvements that allow the Office to be more effective and efficient.

PROFILE

Required Qualifications.

• University degree in social or development studies or related field;
• 5-7 years’ experience in NGO operations, complaint management, communications, knowledge management or other relevant field;
• Previous experience in an international NGO, national or high-profile organization;
• Previous experience in a network structure.