New
2 weeks ago
Grievance Mitigation Committee (GMC) Chairperson ( consultancy)
BrighterMonday Consulting
Consulting & Strategy
Banking, Finance & Insurance
Confidential
Easy Apply
Job Summary
The main objective of the consultancy is to lead and oversee the effective functioning of the GMC within ASA International Kenya Ltd, ensuring that all grievances and appeals are resolved fairly, transparently, and in alignment with ASA’s policies, ethical standards, and Kenyan labour laws.
- Minimum Qualification : Masters
- Experience Level : Senior level
- Experience Length : 10 years
Job Description/Requirements
Reports to: Group GMC Chair
Direct reports: None initially
Location: Nairobi, Kenyatta
Industry: Microfinance
WHO WE ARE
ASA International is one of the world’s largest and fastest-growing international microfinance institutions, with a premium listing on the London Stock Exchange. We operate across 13 countries in Asia and Africa, providing socially responsible financial
services to underbanked, low-income entrepreneurs — the majority of them women. We are in the midst of a strategic and digital transformation program, modernizing our systems, data infrastructure, and ways of working to build the next generation of inclusive financial services. Our renewed leadership team is driving this change with a clear focus on growth, professionalism, and disciplined execution.
ASA International combines the social impact of microfinance with the governance, technology, and ambition of a listed commercial bank. We are building a culture that values innovation, accountability, and excellence — attracting leaders who want to shape a modern, scalable, and data-driven financial institution.
Scope of Work
3.1. Leadership and Oversight
Preside over all GMC meetings and hearings in Kenya, ensuring adherence to the GMC Policy 2025.
Provide leadership, direction, and impartial guidance to all GMC members.
Review and approve investigation frameworks, evidence, and final reports before submission to the Entity Head and Group GMC.
Career at ASA International Career at ASA International
Ensure that grievances, appeals, and direct complaints are handled within prescribed timelines and procedures.
3.2. Case Review and Decision-Making
Examine all grievance case files, witness statements, and findings to ensure due process.
Lead deliberations on resolutions and make final recommendations on disciplinary or corrective measures.
Ensure all appeal decisions are communicated transparently and documented appropriately.
3.3. Compliance and Policy Enforcement
Ensure that all GMC activities comply with ASA International policies, national labour laws, and international standards of grievance handling.
Safeguard confidentiality and protection of all complainants, appellants, and witnesses.
Ensure non-retaliation and equitable access to grievance channels for all employees.
3.4. Coordination and Reporting
Coordinate with the Entity Head, Human Resources Department, and Group
GMC Secretariat for the submission of periodic reports.
Ensure the preparation and timely submission of the following to the Group GMC:
Monthly GMC Meeting & Appeal Reports
Quarterly Grievance Summary Reports
Action Taken Reports (ATR)
Annual GMC Performance Review
Provide advisory notes and policy improvement recommendations based on case trends.
3.5. Capacity Building and Awareness
Mentor GMC members and HR teams on best practices in grievance handling, mediation, and ethics.
Promote awareness among employees on their rights and grievance resolution processes.
Recommend refresher training and sensitization sessions to improve organizational grievance culture.
3.6. Advisory and Governance Role
Advise the Entity Head and Group CEO on systemic or recurring grievance patterns that require structural or policy interventions.
Recommend policy updates or procedural reforms in line with the NEW GMC
POLICY GROUP 2025.
Participate in the periodic review of the GMC Manual to ensure continuous improvement.
QUALIFICATIONS, SKILLS, AND EXPERIENCE:
- Master’s or Bachelor’s degree in Human Resource Management, Law, Industrial Relations, Governance, or a related field.
- Minimum of 15 years of progressive experience in HR, ethics, or dispute resolution.
- Proven experience chairing disciplinary, grievance, or ethics committees in corporate or institutional settings.
- Comprehensive knowledge of Kenya’s Employment Act, Labour Relations Act, and relevant international labour standards.
- Demonstrated leadership, impartiality, and ability to manage confidential and sensitive matters.
- Excellent analytical, communication, and report-writing skills.
Skills and Competencies
- Integrity and Impartiality; upholds objectivity in all decisions.
- Analytical Thinking; assesses evidence and provides sound judgment.
- Leadership and Team Coordination; Guides committee members effectively.
- Communication; clear and professional in verbal and written exchanges.
- Confidentiality; strictly maintains the privacy of grievance information.
- Ethical Awareness; promotes transparency, fairness, and non-retaliation.
Personal Attributes
- Ability to analyze and interpret financial statements
- Clear understanding of microfinance/banking industry is an added advantage.
- Good interpersonal & communication skills with excellent customer service.
- A team player with the drive to improve performance.
- Persuasive with strong recognition skills,
- Self-driven and possess the ability to work with minimum supervision
- Ability to work independently under minimum supervision.
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