FEEDBACK AND COMPLAINTS MANAGER

Duración : Indefinido
Fecha de inicio : Inmediatamente

Las principales actividades que desempeñaras son las siguientes:

• To act as the “Functional Responsible” of the two newly developed digital tools (OPINION ADS & ETICA ADS) in front of the digital transformation department and perform relevant duties and responsibilities. oFeedback and Complaints Management Platform (OPINION ADS) oEthical Incident Management Platform (ETICA ADS))
• Provide technical guidance & proposal from the functional point of view in the functional analysis and design of platforms based on the needs and existing best practices.
• Ensure that the implementation of platform in our Missions carried out with proper analysis steps, smooth coordination with digital transformation department and Missions through constant monitoring.
• Support in development of manual and guides for enhancing our employees’ capabilities at all levels for usage of these platforms and provide workshop and trainings. Draw communication, training and implementation plans for the two platform and provide direct support to pilot and scale-up of these two new tools in our offices across the world.
• Provide regular update to international network on the status of the project and ensure all the key discussions during the “International Risk Project” implementation is documented through meeting notes, presentation, and SharePoint update.

¿Esta descripción encaja contigo?

• Essential: •Knowledge or degree preferably about law, politics, international relations, Business Administration or similar. •Technical knowledge on various aspects of ethics and accountability and relevant policies and protocols governs organizational operation. •High knowledge of feedback and complaints concepts handling and management of respective incidents. •Proven experience of working with and relating to people at all levels, and to deal with senior management and a range of external stakeholders with confidence
• Desirable: •Knowledge of humanitarian sectors accountability and compliance including management of ethical incident in humanitarian sector. •Working experience in Information Systems/Platforms for receiving and/or management of complaints incidents. •Experience in crafting procedures, training modules and conduct of awareness and capacity building sessions •Thorough understanding of fraud, safeguarding concepts •Good understanding of confidentiality and General Data Protection Regulation (GDPR).
• Other skills: •Able to assess, analyses, digest and apply contextual information to the work. •Excellent ability to communicate effectively both verbally and in writing. •Able to produce reports based on analyses of data to assess competency and identify areas of improvement. •A high level of accuracy and attention to detail. •Effective relationship building skills. •Resilient with the ability to remain calm under pressure. •Highly IT literate, knowledge of Microsoft 365 with the ability to learn how to use new systems as required •Fluent in Spanish & English (French is an added value).

Nuestro paquete retributivo:

Incorporación a una organización multicultural, profesional e innovadora y posibilidad de participar en proyectos de alto impacto social.

• Contrato Indefinido
• Basado en Madrid.
• Retribución competitiva en función de la valía del candidato/a.
• Acceso a planes de retribución flexible (seguro médico, transporte, tickets guardería y comida).
• Carrera profesional adaptada a ti donde el talento y la motivación son reconocidos.
• Formación continua tanto en habilidades técnicas como en competencias blandas.
• Conciliación entre la vida personal y profesional, con opción de flexibilidad horaria, jornada intensiva y posibilidad de acogerte a nuestro programa de teletrabajo.
• 25 días laborables de vacaciones al año con posibilidad de organizarlas a discreción e incluso tomar medios días.