Heading is looking for his client in oil & gas, a Community Listening and Response Mechanism Supervisor (M/F) for Cabo delgado
Key activities 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.
– 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.
– 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.
The main purpose of the position is to:
– Build and lead a high-performing team: Recruit, onboard, and manage talent with strong listening,
– communication, and critical thinking skills. Foster a positive and collaborative work environment.
– Ensure operational excellence: Implement and refine the Community Listening and Response Mechanismprocess.
– Monitor performance, identify trends, and implement improvements. Maintain high-quality responses through rigorous quality control.
– Effectively communicate and report: Analyze data, generate reports, and present findings to stakeholders.
– Ensure clear communication internally and externally. Develop knowledge bases and FAQs.
– Guarantee compliance and best practices: Adhere to relevant laws, regulations, and company policies.
– Benchmark against industry standards and implement best practices. Manage the hotline service in compliance with Mozambique legislation and industry best practices
Qualifications/Experience required
– Min. 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 sub-Sahara
– Solid knowledge of the applicable International Performance Standards and Mozambique Legislation.
– Experience collaborating effectively with internal and external stakeholders, including management, team members, and implementation partners.
– Min. Bachelor's degree in a relevant field (business, communication, economics, sociology, etc.) or equivalent experience.
Key HSE Requirements
– Prepare and present safety moments whenever required (at the beginning of meetings)
– Use of the Stop Card whenever required to prevent any accident or incident
– Carry out safety visits in the place of work
– Identify and report all anomalies in the workplace and making proposal for correction.
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