Program Manager Grievance Redress Mechanism at Institute of Human Virology, Nigeria

Job Description

• Under the supervision of the Project Director Malaria Impact Project, the Grievance Redress Mechanism (GRM) Manager will be responsible for overseeing the management and resolution of grievances received from community members, beneficiaries, and other stakeholders related to the Malaria IMPACT project in Lagos, Nigeria.
• He/She will be responsible for ensuring that all grievances are handled in a timely, fair, and effective manner and that feedback is provided to the relevant stakeholders.

Responsibilities:

• Coordinate the grievance redress mechanism of the IMPACT Malaria program in Lagos state.
• Establish/adopt/adapt a grievance mechanism, process, or procedure to receive concerns and complaints and allows stakeholders and beneficiaries to denounce the shortcomings in the program implementation.
• Prompt analysis/review of concerns/complaints and dissemination/utilization of findings to generate strong support and stakeholder/beneficiary engagement.
• Follow up concerns/complaints until adequately resolved/redressed.
• Work in close collaboration with the NMEP, SMEP, other stakeholders, and beneficiaries of the IMPACT Malaria program to address all reported concerns/complaints.
• Keep the Project Leadership informed of progress, constraints, and other issues regularly and assist with identifying appropriate responses.
• Represent IHVN in presenting periodic reports to relevant stakeholders through meetings, conferences, etc.
• Produce weekly and monthly project updates and reports and monthly activity plans for community-based malaria interventions.
• Any other function that the COP and IHVN Executive Management may assign.

Requirements

• Good communication (oral and written) and facilitation skills with proficiency in computer programming – Word processing, spreadsheet, presentation skills and video conferencing are required.
• Proficiency in data analysis and utilization.
• Proficiency in program narrative and proposal writing.
• Ability to work under pressure to meet organizational targets/goals.
• Ability to evaluate data and prepare quality reports, often under pressure and in complex situations.
• Being goal oriented with the ability to plan and organize, make decisions, manage time, and practice critical thinking.
• Good interpersonal skills and ability to work effectively in a team.
• High impact influencing and persuasive skills, and able to represent the organization to donors and other stakeholders.

Education and experience

Academic training:

• A degree in a relevant field such as social sciences, development studies, or related fields
• Relevant Masters’ degree is required.    

Experience

• Minimum of 7 years of experience in a similar role, with a proven track record of successfully managing grievance mechanisms.
• Strong understanding of accountability principles and mechanisms for community-based programs
• Excellent communication, interpersonal, and team management skills
• Ability to work independently with minimal supervision.
• Fluency in English, both written and spoken.
• Excellent personal communication skills in written and verbal English,
• Fundamental skills in project planning, implementation, and monitoring.
• Ability to work independently and deliver quality work on time.
• Good interpersonal skills and ability to work effectively in a team.
• Stakeholder management skills and ability to appropriately represent the organization by engaging with donors and other stakeholders.
• Good experience using Ms. Word, Excel, or PowerPoint applicable software related to the position.