Community Listening and Response Mechanism Supervisor

Duties

• Reporting directly to the Monitoring and Evaluation Manager and the VP Social Performance, the main activities of this role include: recruiting, hiring, and onboarding new team members with strong listening, communication, and critical thinking skills
• Evaluating and providing performance feedback to team members regularly; be the custodian of the community listening and response mechanism process by identifying improvement opportunities and facilitating its implementation and use; be the “One Maestro” driving the appropriate functioning of the CLRM framework (Community Listening and Response Mechanism framework) by ensuring the people responsible for its individual components perform accordingly; monitoring the overall performance of the listening and response mechanism, including response times, resolution rates, and customer satisfaction
• Identifying and analyzing trends in incoming inquiries and responses to identify areas for improvement and implement recommendations to improve the efficiency and effectiveness of the system
• Reviewing and auditing responses to ensure they are accurate, timely, courteous, and professional; developing and implementing quality control procedures to maintain high standards of the system; to develop with the participation of other departments action plans to address issues, complaints, grievances, and appraisals captured on the system, ensuring compliance on delivering it
• Generating reports and making presentations on the performance of the listening and response mechanism, including key metrics and trends to different stakeholders; ensuring compliance with all relevant laws, regulations, and company policies; developing and maintaining knowledge bases and FAQs
• Collaborating with other departments to ensure a seamless customer experience; manage the hotline services ensuring compliance with company rules, Mozambique Legislation, and industry best practice; ensure knowledge and awareness about the system to relevant stakeholders

Requisites

• Minimum of a Bachelor's degree in a relevant field (business, communication, economics, sociology, etc.) or equivalent experience
• Minimum of 8 years of relevant working experience with Social Performance and Grievance Mechanisms particularly in Extractive Industry/ Oil and Gas in Mozambique or other countries in Africa's sub-Sahara region
• Experience in collaborating effectively with internal and external stakeholders, including management, team members, and implementation partners
• Solid knowledge of the applicable International Performance Standards and Mozambican Legislation
• Fluency in English and Portuguese (written and spoken)
• Living in the local area of the job will be an advantage

Benefits

• The possibility of working in a Company that offers salary conditions compatible with the level of experience and level of responsibility of the role, as well as opportunities for personal development

Notes

• Only shortlisted applicants will be contacted