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.

COMO CANDIDATAR-SE

Para candidatar-se, aceda ao link:

5662 – Community Listening and Response Mechanism Supervisor (M/F) for Cabo delgado