Complaints Management Assistant Manager Jobs, Administration Jobs 2020, KRA Jobs

Position: Assistant Manager, Complaints Management & Corruption Reporting

Department: Intelligence & Strategic Operations

Division: Operations & Business Transformation office   Reports to: Manager, Complaints Management & Corruption Reporting

Direct reports: Supervisors, Complaints Management & Corruption Reporting  (6)

Job description

Management of complaints & Corruption reports in accordance with practice, policy and law.


  • Develop and implement policies, procedures and strategies on management of corruption reports and public complaints.
  • Manage complaints and corruption reporting processes, systems, people and other resources.
  • Ensure compliance with legal requirements on complaints management.
  • Support the manager in development and operationalization of the Corporate Complaints Management Framework.
  • Create and maintain a database of complaints and corruption reports.
  • Provide complaints and corruption trends and communicate lessons learnt for continuous improvement.
  • Develop and deliver education and training in relation to complaints management and corruption reporting.
  • Ensure adherence to all quality management standards in complaints management and corruption reporting.
  • Overseeing preparation of management and operational reports.
  • Coordinate staff training to address knowledge gaps.
  • Maintain the CIC office leave and training schedules.
  • Liaise with the Manager to ensure adequate staff capacity in the CIC at all times.
  • Support the Manager in implementation of Departmental programs and initiatives geared towards improvement of corporate complaints handling.


  • Bachelor degree from a recognized university.
  • Evidence of training for a cumulative period of not less than two months in the areas of administration, reporting, quality assurance.
  • Training in Tax and customs administration will be an added advantage.
  • Professional qualification in the areas of administration, project management, reporting or quality assurance is an added advantage.
  • 4 years of progressive work experience in the areas of marketing, customer experience complaints management or quality assurance one (1) of which should be leading teams.
  •  Experience in Customs and Tax administration is an added advantage.
  • Honesty and integrity of character.
  • Good decision making capabilities
  • Good planning, organizational and analytical skills
  • Resilient, focused and results oriented
  • Excellent oral and written communication, presentation and interpersonal skills
  • Motivated, dynamic and dedicated team player
  • Ability to work under pressure
  • Ability to build and maintain strong relationships

How to apply

Click here to apply

  1. All applications from interested and qualified candidates must be submitted online via the process below.
  2. ONLY shortlisted candidates will be contacted.
  3. All applications should be submitted online by 30th June 2020.
  4. KRA is an equal opportunity employer committed to gender and disability mainstreaming. Persons with Disability are encouraged to apply.
  5. KRA does not charge for application, processing, interviewing or any other fee in connection with our recruitment process.