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.
