Complaints and Grievance Coordinator

About This Role:

• Develop, administer and implement the Complaints and Grievance Process at the Newmont Ghana Gold Limited (NGGL) Ahafo Mine following the standard operating procedures and guide the Ahafo South site in applying the Human Rights standard.
• The position has the ability to provide early warning signals, department spending profiles and to identify issues before they escalate into conflict situations.

In This Role You Will:

Complaints and Grievances Management.

• Collate all complaints received, acknowledge receipt to the Complainant, and enter complaints received in Enablon. 
• Assign a Resolving Officer and review progress made in resolving the complaint received. 
• Undertake locus on the Mine Take Area and Mine Lease Area / Concession to ascertain the legitimacy of complaints and grievances. 
• Conduct investigations into the complaints with the Resolving Officer(s) and engage Complainant with resolving Officer to ensure complaints are resolved within 30 days and / or escalated. 
• Prepare and submit regular reporting of the status of grievances and complaints and action planning for resolution by management. 
   

Issue Management.

• Lodge issues/community events received into Enablon and assign actions for resolution. 
• Develop a strategy for feedback engagement on community issues and update the community heat map regularly. 
• Track traditional authority and regulatory payments to minimize complaints. 
• Participate in Resettlement Negotiation Committee meetings to identify and resolve issues. 

Representation and Mediation. 

• Receive, acknowledge, and support investigation of all cases against NGGL.
• Submit chronology of issues to legal department for advice and engagement.
• Represent NGGL at the Commission on Human Rights and Administrative Justice (CHRAJ) / Traditional Council mediations to manage complaints escalated by community members.

Auditing and Reporting. 

• Coordinate and support all regulatory auditing processes on complaints and grievances, providing data and responses to queries.
• Facilitate community visits to authenticate audit findings and write and submit mediation proceedings/reports to management.
• Submit weekly and monthly reports on community issues heat map and complaints and grievances.
• Coordinate the Social Responsibility Department’s basis of estimate for business planning. 
• Track Social Responsibility Department budget and cost to advise on spend profile.  
• Support land access project cost controls, including budgeting, forecasting and accruals management.
• Track Social Responsibility Audit actions in Enablon against due dates and ensure action implementation by responsible officers ahead of due dates.

Human Rights Management and Support. 

• Work with the Regional Human Rights Lead and Site SR Manager to develop Human Rights implementation plan. 
• Coordinate all human rights related complaints using the human rights lenses to establish NGGL’s complicity in the reported complaint for escalation.  
• Provide chronology of event of complaint of this nature to the Site Human Rights working group.
• Undertake bi-monthly human rights working group meetings to identify human rights reported complaints for Leadership attention.

Team Leadership.

• The leadership team reviews and advises on the complaints and grievance management process, and coordinates the setting up of an internal committee to review escalated complaints.

Safety.

• Safety Reporting: All incidents and accidents in the work group must be reported to management for improvement in work practices.
• Safety Leadership: Compliance with Newmont Ghana Health, Safety and Loss Prevention (HSLP) policies and procedures is required for safety leadership. 
• Safety Meetings: Accurate information must be presented at safety/environment meetings. 

Your Training, Skills and Experience Checklist:

Formal Qualification (including Professional Registrations).

• First degree in Sociology / Law, Social Sciences or related disciplines such as Finance, Human Rights, Social Audits, Monitoring and Evaluation and Systems Management etc.

Additional Knowledge.

• Negotiation and mediation skills.
• Good understanding of the local culture.
• Knowledge in budget preparation, cost control and business planning. 
• Proficient in the use of “Enablon”, Newmont database management system.
• Proficient in use of SAP to track cost and commitments.

Experience. 

• At least 5 years’ relevant experience in grievance management, cost control and budget preparation (basis of estimate) and in issues and conflict management in a mining environment. 
• Stakeholder engagement and use of Enablon
• Minimum of 2 years’ experience in a leadership role.

Technical Skills.

• Good interpersonal skills (interacting with diverse functional and cultural backgrounds).
• Strong communication (written and verbal) skills.
• Strong analysis, problem-solving and reporting skills.
• Strong reporting skills.
• Strong planning, prioritizing and coordination skills.
• A strong conflict resolution skill a must.

Behavioural Attributes.

• Strong leadership.
• Detail focused.
• Efficient.
• Honest and Integral in dealings.
• High level of transparency.
• Ability to multitask.
   

Working Conditions:

• The position is located at the Ahafo mine site.
• Daily activities are determined by emerging business needs and priorities as dictated by Management, leading to performing different tasks at the same time.