The Grievance Redress Mechanism (GRM) Manager for the Famkris Healthcare Initiative’s Support to the Malaria Elimination Program is responsible for establishing and overseeing an effective system that ensures stakeholder grievances are addressed promptly, transparently, and equitably. The role requires creating an accessible and fully operational GRM system for all stakeholders, including marginalized groups, and leading a team to handle complaint intake, resolution, and escalation while ensuring compliance with project safeguards and legal frameworks. The GRM Manager will also support stakeholder engagement, conduct community sensitization, and produce monthly, quarterly, and biannual grievance tracking reports for project management and the donor.

This position emphasizes maintaining a secure grievance database with comprehensive documentation of resolved, pending, and escalated complaints, categorized by resolution status. Additionally, the GRM Manager is expected to provide training for project staff and stakeholders on GRM operations and ensure the system undergoes periodic reviews to assess its efficiency and stakeholder satisfaction. With strong leadership, communication, and organizational skills, the GRM Manager will serve as a key liaison between communities, and project staff, to uphold the highest standards of grievance redress and safeguard compliance.

Specific Job Responsibilities:

Grievance Management:

• Oversee the design, implementation, and management of the Grievance Redress

Mechanism (GRM) for the program.

• Ensure the GRM process aligns with project objectives, national policies, and international standards.
• Establish and manage systems to receive, register, and track grievances from project stakeholders and affected individuals.
• Lead the review and resolution of complaints in a fair, timely, and transparent manner.

Stakeholder Engagement:

Develop and maintain relationships with communities, SMOH, LGAs, and other stakeholders to foster trust and awareness of the GRM process.

Conduct community sensitization campaigns to ensure stakeholders are informed about grievance channels and procedures.

Data Management and Reporting:

• Maintain a secure grievance database, documenting complaints, investigations, resolutions, and outcomes.
• Generate periodic reports on grievance trends, resolution timelines, and lessons learned for project management and donors.

Team Leadership and Capacity Building:

• Supervise and guide a team of GRM officers and focal points across project locations.
• Train project staff, contractors, and partners on GRM principles, procedures, and reporting requirements.

Monitoring and Evaluation:

• Monitor the effectiveness of the GRM system and propose improvements based on feedback and evaluations.
• Conduct periodic audits to ensure compliance with grievance protocols and safeguards.

Compliance and Safeguards:

• Ensure grievances are addressed in compliance with environmental, social, and legal safeguards.
• Liaise with independent verification agents and relevant bodies to ensure external validation of the GRM process.

Escalation and Appeals:

• Manage escalation pathways for unresolved grievances, ensuring they are addressed at appropriate levels (e.g., independent third-party review, judicial processes).

Qualifications and Skills:

The GRM Manager should possess:

• A minimum of a graduate degree in relevant social sciences or equivalent with at least 5years of practical experience in national and/or international environmental and social safeguard assessments. A Postgraduate degree will be an added advantage.
• A good understanding and/ or experience working with government institutions in Nigeria.
• Expertise in conflict resolution, including setting up grievance mechanisms and negotiating solutions.
• Expertise in participatory approaches to conflict resolution, specializing in social risks and issues related to conflicts over land use, natural resources management, and services provision/utilization.
• Understanding of traditional or customary means of conflict resolution and/ or grievance redress at the service provision/utilization and the community levels in Nigeria.
• Understanding of the project development objective and Implementation.
• Understanding of World Bank Operational policies and Grievance Redress guidelines.
• Experience in litigating conflicts arising from natural resources conflicts.
• Understanding of legislative processes and legal systems of Nigeria.
• Experience in high-level legal analysis through different legal analytical frameworks,
• Solid experience in policy and socio-economic analysis.
• Experience in social and environmental assessment, in the application of safeguards policies, and a firm understanding of Nigeria’s institutional system and actors.
• Strong communication skills (oral and written) in English. Knowledge of other Nigerian languages will be an asset.
• Ability to work both in a team and independently and ability to transfer knowledge through formal and informal training.
• Experience with, and a demonstrated commitment to a community-based approach to development.
• Experience with the implementation of donor-funded programs is a plus.
• Ability to interface with multiple stakeholders, representatives, and partners professionally on an ongoing basis.
• Excellent analytical and information-seeking skills, and good decision-making skills.
• Experience with participatory planning and evaluation methods preferred.
• Strong interpersonal and public relations skills.
• Willingness and ability to travel regularly and at short notice.
• Strong communication skills (oral and written) in English. Knowledge of other Nigerian languages will be an asset.
• Proficiency in MS Office, including Word, PowerPoint, Excel, and Outlook.