Grievance Mitigation Committee (GMC) Head job at ASA Microfinance Tanzania Limited

About ASA Microfinance Tanzania

ASA Microfinance (Tanzania) Limited is a subsidiary of ASA International, an international microfinance institution focused on providing financial services to underserved and low-income communities. The company promotes financial inclusion and supports the social and economic development of its clients and their communities.

In Tanzania, the organisation operates across multiple regions through its branches and business centres, serving customers with access to financial services.

ASA International operates across Africa and Asia, providing socially responsible loans to underbanked, low-income female microentrepreneurs. The group is listed on the main market of the London Stock Exchange and has corporate head offices in Amsterdam, the Netherlands, and Dhaka, Bangladesh.

Job Description

ASA Microfinance (Tanzania) Limited is seeking a suitably qualified and experienced professional to fill the position of Grievance Mitigation Committee (GMC) Head.

The GMC Head will operate independently and be responsible for addressing unresolved employee grievances that may affect the effective functioning of the organisation. The successful candidate will ensure that the grievance mitigation process is transparent, thorough, and consistent with applicable policies, procedures, and labour laws.

The position requires a high level of confidentiality, integrity, impartiality, and professionalism when handling employee complaints, appeals, and sensitive documentation. The successful candidate must also protect employee privacy and ensure that no employee faces retaliation for participating in the grievance process.

Key Duties and Responsibilities

1. Employee Complaints and Appeals

• Open and register employee complaints, appeals, and direct complaints received through the Grievance Mitigation Committee.
• Immediately forward all appeals, direct complaints, and complaints reported within the respective entity to the Group GMC for further guidance.
• Follow Group GMC guidelines throughout the grievance mitigation process.
• Maintain confidentiality in all GMC activities.
• Ensure compliance with the relevant entity manuals and applicable national labour laws.
• Handle employee grievances impartially, transparently, and professionally.

2. Monthly and Quarterly GMC Reporting

The GMC Head will prepare and submit reports to the Group GMC using the prescribed formats and within the required deadlines.

Monthly Meeting and Appeal Report (Annex 1)

• Prepare two monthly meeting reports in accordance with the prescribed reporting format.
• Scrutinise and summarise complaints and appeals received.
• Submit the reports to the Group GMC.

Monthly Complaints Follow-up Report (Annex 3)

• Prepare reports detailing employee complaints and their updated status.
• Monitor the progress of outstanding grievances and appeals.

Punishment Report (Annex 2)

• Review disciplinary actions taken by management against employees.
• Assess whether the actions comply with the relevant entity’s policies and procedures.

Quarterly Reports on Appeals and Direct Complaints

• Prepare quarterly reports detailing the final status of appeals and direct complaints received.

Review of HR Manuals and Labour Laws

• Examine differences between the HR manual and applicable labour laws concerning:
• Termination.
• Demotion.
• Promotion.
• Salary increment holds.
• Penalties and disciplinary actions.
• Transfers.
• Other related employment matters.

3. Training, Orientation and Employee Support

• Lead GMC sessions as a resource person during employee orientation programmes, training sessions, exit interviews, and online training organised by HR.
• Follow GMC policies, procedures, and instructions issued by the Group GMC Chairperson.
• Participate in relevant training and orientation activities to promote awareness of grievance procedures.
• Conduct physical visits to the relevant entity’s branches to address grievance-related matters when necessary and upon receiving instructions from the Group GMC.

4. Confidentiality and Compliance

• Protect employee privacy when handling complaints, appeals, documents, and sensitive information.
• Ensure all grievance records and disclosures are handled confidentially.
• Maintain high ethical standards and impartiality throughout the mitigation process.
• Follow applicable policies, procedures, labour laws, and instructions issued by the Group GMC Chairperson.
• Support a fair and transparent grievance resolution process without fear of retaliation against employees.

Qualifications and Experience

• A Bachelor’s or Master’s degree in Management, Law, Human Resources, or a related field.
• Extensive professional experience of 10–15 years in management, human resources, legal services, employee relations, grievance management, or related fields.
• Preference may be given to retired female professionals with strong managerial and/or employee relations experience.
• Excellent written and verbal communication skills in English.
• Ability to handle stressful situations with professionalism, composure, and discretion.
• Strong interpersonal and communication skills.
• Excellent problem-solving, mediation, and conflict-resolution abilities.
• A proven record of achieving results in leadership positions and earning professional respect.
• Ability to analyse data and identify trends in employee complaints.
• Knowledge of relevant laws and regulations applicable to the organisation.

Required Skills, Values and Competencies

• Self-motivation and a proactive approach to work.
• Strong teamwork skills and a positive attitude.
• Meticulous attention to detail and the ability to meet deadlines.
• Good understanding of national labour laws and employment regulations.
• High moral and ethical standards, integrity, and sound professional judgement.
• Strong confidentiality and discretion when handling sensitive employee matters.
• Excellent communication, mediation, and interpersonal skills.
• Ability and willingness to visit branches when required.
• Professionalism and the ability to work independently.

Work Arrangements and Conditions

Part-Time Office Attendance

The successful candidate will work on a part-time basis and must be physically present at the office for:

• Four (4) hours per day.
• Two (2) working days per week.

Online Availability

The GMC Head must remain reasonably available online outside scheduled office days to address urgent grievance matters or provide supporting information when necessary.

Branch Visits

The successful candidate may be required to visit entity branches to address grievance-related matters when necessary and upon guidance or instructions from the Group GMC.

Monthly Allowance

The position offers a monthly allowance ranging from USD 200 to USD 500, depending on the candidate’s qualifications and experience.

The approved allowance is intended to cover transportation, sustenance, and other applicable costs.

Additional Remuneration and Benefits

• No additional remuneration, fees, or employee benefits will be provided beyond the approved monthly allowance.
• No additional payment will be made for extra hours worked beyond the agreed part-time schedule.

• Open and register employee complaints, appeals, and direct complaints received through the Grievance Mitigation Committee.
• Immediately forward all appeals, direct complaints, and complaints reported within the respective entity to the Group GMC for further guidance.
• Follow Group GMC guidelines throughout the grievance mitigation process.
• Maintain confidentiality in all GMC activities.
• Ensure compliance with the relevant entity manuals and applicable national labour laws.
• Handle employee grievances impartially, transparently, and professionally.
• Prepare and submit reports to the Group GMC using the prescribed formats and within the required deadlines.
• Prepare two monthly meeting reports in accordance with the prescribed reporting format.
• Scrutinise and summarise complaints and appeals received.
• Submit the reports to the Group GMC.
• Prepare reports detailing employee complaints and their updated status.
• Monitor the progress of outstanding grievances and appeals.
• Review disciplinary actions taken by management against employees.
• Assess whether the actions comply with the relevant entity’s policies and procedures.
• Prepare quarterly reports detailing the final status of appeals and direct complaints received.
• Examine differences between the HR manual and applicable labour laws concerning: Termination, Demotion, Promotion, Salary increment holds, Penalties and disciplinary actions, Transfers, Other related employment matters.
• Lead GMC sessions as a resource person during employee orientation programmes, training sessions, exit interviews, and online training organised by HR.
• Follow GMC policies, procedures, and instructions issued by the Group GMC Chairperson.
• Participate in relevant training and orientation activities to promote awareness of grievance procedures.
• Conduct physical visits to the relevant entity’s branches to address grievance-related matters when necessary and upon receiving instructions from the Group GMC.
• Protect employee privacy when handling complaints, appeals, documents, and sensitive information.
• Ensure all grievance records and disclosures are handled confidentially.
• Maintain high ethical standards and impartiality throughout the mitigation process.
• Follow applicable policies, procedures, labour laws, and instructions issued by the Group GMC Chairperson.
• Support a fair and transparent grievance resolution process without fear of retaliation against employees.

• Excellent written and verbal communication skills in English.
• Ability to handle stressful situations with professionalism, composure, and discretion.
• Strong interpersonal and communication skills.
• Excellent problem-solving, mediation, and conflict-resolution abilities.
• A proven record of achieving results in leadership positions and earning professional respect.
• Ability to analyse data and identify trends in employee complaints.
• Knowledge of relevant laws and regulations applicable to the organisation.
• Self-motivation and a proactive approach to work.
• Strong teamwork skills and a positive attitude.
• Meticulous attention to detail and the ability to meet deadlines.
• Good understanding of national labour laws and employment regulations.
• High moral and ethical standards, integrity, and sound professional judgement.
• Strong confidentiality and discretion when handling sensitive employee matters.
• Excellent communication, mediation, and interpersonal skills.
• Ability and willingness to visit branches when required.
• Professionalism and the ability to work independently.

• A Bachelor’s or Master’s degree in Management, Law, Human Resources, or a related field.
• Extensive professional experience of 10–15 years in management, human resources, legal services, employee relations, grievance management, or related fields.
• Preference may be given to retired female professionals with strong managerial and/or employee relations experience.