The ideal candidate will have experience leading a team and managing the daily operation of the business. They will be responsible for maintaining the standard of work from employees as well as onboarding and hiring new team members.

Responsibilities

• Contribute to development and implementation of strategic objectives and targets for Human Rights Commission Deputyship for Human Rights Protection by providing inputs related to General Department of Complaints.
• Establish strategic objectives and action plans for General Department of Complaints and Supervise implementation thereof to participate in achievement of Human Rights Commission Deputyship for Human Rights Protection objectives.
• Cooperate with relevant departments and leaders at HRC to prioritize projects and initiatives supporting achievement of HRC future objectives.
• Identify and assess risks, and establish recovery and mitigation plans in line with risk management framework.
• Manage General Department of Complaints annual budget preparation.
• Manage General Department budget and ensure efficient use thereof.
• Develop service-level processes, frameworks, and agreements for Complaint Examination Department.
• Supervise development of mechanisms and procedures followed by General Department to receive, examine, verify, and address complaints.
• Provide support and guidance to beneficiaries.
• Provide and update technology solutions and aids to receive, register, categorize, and follow up complaints and respond to inquiries in several languages in coordination with relevant organizational units.
• Supervise complaint receipt from individuals, institutions, organizations, and others in human rights-related matters.
• Categorize and validate complaints, and make recommendations to identify complaints falling within HRC jurisdiction.
• Monitor complaints receiving and processing within HRC branches and offices and other organizational units.
• Supervise identification of beneficiaries of urgent cases to provide support needed and refer thereof when necessary to General Department of Follow-up and Investigation.
• Examine complaints including data analysis, evidence evaluation, and all information relevant to complaints.
• Supervise preparation of a detailed report for each complaint received (may be made directly by an electronic system), including complaints examination recommendations and outcomes.
• Ensure continuous communication with complainants to keep them updated with status of their complaint in coordination with HRC departments to investigate, follow up, and close already handled complaints.
• Supervise complaint-based visits to interview complainants in correctional and penal institutions, shelters, and other facilities to examine and address complaints.
• Provide support needed by beneficiaries of urgent cases in coordination with relevant authorities.
• Review periodic human rights protection reports.
• Supervise design and development of policies, processes, and procedures of Beneficiary Services Department and ensure alignment with best standards and practices.
• Supervise implementation of procedures and controls to ensure efficiency, transparency, and accountability in all areas of work within public administration.
• Foster an environment of innovation and excellence while maintaining knowledge and awareness of leading practices, and identifying areas for improvement.
• Review leading practices and new trends in the field of General Department work, and identifying areas for improvement.
• Provide assistance in fostering a culture of development, direction, and performance within General Department.
• Identify talent requirements for key positions within General Department.
• Identify performance targets and indicators, provide necessary support, and evaluate/assess work team.
• Foster a high-performance work environment that reflects HRC values..

Qualifications

• Bachelor degree in Law
• Demonstrated ability to lead
• 10+ years of Experience in similar field