Director Complaints Resolution and Compliance GMG/SEG 5 - (Vacant) (Contract) - Salary Range (Pay Band 11): $7,716,512 - $10,377,851 per annum

KEY OUTPUTS

• Effective collaboration is maintained with investigators and stakeholders;

• High ethical standards, confidentiality and integrity are maintained in the conduct of professional and personal business;

• Consultation strategy reflect high level of inclusiveness;

• Cases are closed in a timely manner;

• Established policies, standards and procedures are adhered;

• Report submitted are clear, concise and accurate;

• Confidentiality, dependability and sensitivity are evident in the conduct of duties;

• Integrity is exercised.

• Manages the complaints resolution and compliance branches of the OIC;
• Determines whether complaints justify criminal or disciplinary charge;
• Develops and maintain complaints register;
• Tracks complaints and provide advice to Deputy Commissioner on any gaps in legislative provision;
• Develops mechanisms to improve compliance with legislation and regulations;
• Participates in public education events to improve understanding of compliance requirements;
• Provides support/information to legal officer in the preparation of legal advice to the OIC;
• Manages the process by which complaints are received; 
• Supervises the investigation of complaints; 
• Records complaints under prescribed form and furnishing a copy to the complainant;
• Cause an investigation into complaints to be made forthwith;
• Reports on investigative findings with recommendations for further actions; 
• Conducts informal hearings pursuant to the statute; 
• Maintains a register of complaints and their resolutions;
• Provides statistical data as required from time to time;
• Guides the research programme required for the review and reform of relevant laws being the responsibility of the Commission;
• Provides advice and assistance in the preparation of reports by the Commissioner;
• Identifies trends based on data emanating from the investigation that will require legislation to address emerging issues;
• Ensures the annual budget of the unit is prepared in accordance with relevant guidelines;
• Reviews and assess the output of the unit against corporate/operational plans and makes recommendations for adjustments where changes are indicated;
• Establishes and maintain systems for making complaints and conducting investigations;
• Provides guidance and advice on matters relating to the work of the unit;
• Ensures training and other development needs of employees are adequately identified and addressed;
• Participates in the recruitment of staff for the unit;
• Approves vacation leave for staff in the unit in keeping with established human resource policies;
• Recommends/administers disciplinary action in keeping with established human resource policies;
• Prepares reports on investigations as required by statute;
• Performs any other related duties as assigned.

Human Resource Responsibilities

• Monitor and evaluate the performance of direct reports;
• Prepare performance appraisals and recommend strategies for personal development;
• Provide leadership and guidance to direct reports through effective planning, delegation, communication, mentorship and coaching;
• Establish and maintain a culture of teamwork and employee empowerment.

PERFORMANCE STANDARDS

• Performance evaluation reports prepared within agreed time frame to agreed standards;

• Compliance with the standards of investigation;

• Compliance with the requirements of the Act;

• Establish deadlines, targets and quality standards are consistently met;

• Confidentiality, integrity and professionalism are displayed in the execution of duties and personal contact.

INTERNAL AND EXTERNAL CONTACTS