Company Ombuds
On-siteNairobi, Nairobi County, Kenya
Job Summary
Serve as the named point of intake for whistleblowing reports and grievances from employees, contractors, agents, suppliers, and customers across all markets. Receive, log, and formally open each matter as a tracked case, assess urgency and risk, and acknowledge receipt to the reporter. Own every case end-to-end, determining the appropriate handling route—informal resolution, referral, or investigation—and conduct fact-finding personally or assign it to relevant functions. Coordinate with managers and internal teams to implement remedies and corrective actions, escalating directly to the CEO or Board when serious risk or independence is required. Identify recurring themes and systemic risks to inform policy improvements and publish periodic reports on case volumes and trends. Ensure channels remain fit for purpose while adapting intake to diverse cultural and legal contexts.
Required Qualifications
- Bachelor's degree
- 8+ years' experience in employee relations, grievance or case management, ethics and compliance, mediation, or a related field
- at least 3 years in a senior or standalone capacity
- Demonstrated experience managing sensitive cases end-to-end, including whistleblowing and grievance matters
- coordinating investigations conducted by others
- Strong command of confidentiality management, data protection, and secure record-keeping
- ability to operate with independence from the structures under review
- Fluency in English
- Unimpeachable integrity, discretion, and personal credibility at all levels, from factory floor to Board
- Exceptional listening and facilitation skills
- calm and effective in emotionally charged situations
- Strong organization and case-management discipline
- reliable follow-through on timelines and commitments
- Sound judgement on how a matter should be routed - informal resolution, management action, or investigation
- Analytical ability to detect patterns and translate individual concerns into systemic insight
- Cultural intelligence and humility
- able to build trust across diverse workforces and hierarchical settings
Desired Qualifications
- advanced degree in law, human resources, organizational psychology, conflict resolution, or a related field
- Experience working across multiple countries and cultures
- familiarity with African labour and workplace contexts
- French and/or Swahili
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