Senior Manager: Complaints & Investigations at City of Johannesburg

Minimum Requirements: 

• Grade 12 plus a Bachelors degree in Law (NQF level 7) plus a post-graduate qualification in Law (LLB). A Masters degree or higher qualification can be advantageous; 
• Relevant certificate in conflict resolution, mediation or investigations can be beneficial; 
• 7 – 9 years of proven experience in a complaints resolution environment and 5 years of which should be at a managerial or leadership position within a complaints handling or investigate environment; 
• Demonstrated ability to lead, mentor and manage team effectively; 
• Substantial experience managing complex and high profile cases, including own instance complaints and public complaints; Proven track record of handling sensitive issues with discretions and professionalism; 
• Experience in strategic planning and execution including the development of strategic initiatives to improve unit operations which align with organisational goals; 
• Hands-on experience in overseeing the daily operations of a complaints or investigations unit which should includes management resources, prioritising tasks and ensuring compliance with policing and regulations; 
• Demonstrate experience in engaging with various stakeholder, including complainants, respondents and external entities; 
• Experience in contributing to the creation, revision and implementation of policies and procedures with knowledge of how to align policies with legal standards and best practices; 
• Experience in analysing data to guide strategic decisions and improve operational effectiveness; 
• Extensive experience in managing a complaints resolution processes, including investigative methodologies, case management and adherence to legal and ethical standards; and 
• Experience in providing guidance and professional development opportunities to team members ensuring high standards of practices and performance. 

Primary Function: 

• Oversee the management and resolution of complaints, including high profile cases. This position requires a combination of strategic vision, operational oversight and hands-on management to ensure that all complaints are handled with fairness, efficiency and integrity. The Senior Manager will supervise a team of investigators, drive strategic initiatives, manage high profile complaints and collaborate with the Executive Manager to align unit operations with organisational goals.  

Key Performance Areas: 

• Leadership and Team Management; 
• Strategic Planning and Implementation; 
• Operational Oversight; 
• High profile complaints management; 
• Stakeholder engagement; 
• Reporting and analysis; 
• Policy development and review; 
• Strategy articulation and administration; 
• Policy Coordination; 
• Project Management; 
• Planning organising and budgeting; 
• Financial Management; 
• Departmental performance management and reporting; and 
• People Management.