Responsibilities:

Stakeholder engagement and awareness

• Establish and maintain strong working relationships with community stakeholders to promote awareness of the community grievance mechanism and lodging channels.
• Ensure effective, transparent, and timely communication regarding grievance processes and outcomes to stakeholders.
• Develop fit-to-purpose stakeholder engagement plans and lead engagement activities related to sensitive, complex, or escalated grievances.
• Manage stakeholder feedback and responses, ensuring alignment with Project policies, procedures, and communication protocols.
• Promote ongoing dissemination of the grievance mechanism through community engagement activities, awareness campaigns, and refresher training sessions.
• Oversee community awareness campaigns, stakeholder outreach initiatives, and perception assessments related to the grievance management process.

Grievances management strategy and coordination

• Oversee implementation, effectiveness, and continuous improvement of the community grievance mechanism across all Project sites ensuring consistency, quality, and compliance with Project standards and commitments.
• Ensure grievance reporting channels remain functional, accessible, and well understood by stakeholders throughout the Project area.
• Lead grievance investigations, coordinating with internal functions, contractors, and external stakeholders as required.
• Manage complex, sensitive, or high-risk grievance cases, ensuring appropriate escalation and visibility to Project leadership.

Coordination and cross-functional alignment

• Monitor contractor and third parties’ compliance with Project grievance management requirements and standards.
• Align grievance management practices with neighboring operator and stakeholders within the Project area, as appropriate.
• Coordinate with internal teams to ensure timely grievance resolution and alignment on corrective and preventive action plans.
• Maintain awareness of evolving community dynamics, emerging concerns, and stakeholders’ expectations.
• Conduct preliminary assessments of reported concerns and direct non-Project-related matters to appropriate stakeholders or entities.
• Coordinate and support the operation of the Project Grievance Review Committee.

Monitoring, Reporting, and Analysis

• Oversee maintenance and administration of the grievance database and ensure data accuracy, integrity, and confidentiality.
• Analyze grievance trends, recuring issues, root causes, and emerging risks to support informed decision-making.
• Prepare and present regular reports to management covering grievance status, closure rates, resolution timelines, performance indicators, and emerging community concerns.
• Support internal and external audits, assessments, and assurance processes related to stakeholder engagement and grievance management.
• Facilitate grievance management training and awareness programs for employees, contractors, and relevant stakeholders.

Qualifications:

• Degree in socioeconomics, external affairs, law, sustainability, or a related field.
• 5 – 8 years’ relevant experience in community relations, grievance management, or social performance.
• Proven leadership experience managing teams in complex operational environments.
• Experience working with government, community leadership, CSO, and vulnerable groups.
• Excellent written and verbal communication skills.
• Fluency in English and Portuguese; knowledge of local language (Swahili, Kimwane, Makonde or Makua) is an advantage.
• Demonstrated initiative, coordination, and planning abilities, with strong organizational skills.
• Strong interpersonal skills and work ethic.
• Self-motivated and able to manage tasks effectively.