Job Announcement

Feedback & Grievance Redress Mechanism Manager

with Wildlife Alliance

BTDC-ID: 39653
Closing Date:

Announcement Positions

Announcement Description

Wildlife Alliance is a leading international conservation organization that strives to protect the human and indigenous rights of forest-dependent communities and indigenous peoples. The organization accomplishes this through comprehensive, community-led livelihood improvement activities and cutting-edge conservation programs that offer direct protection to forests and wildlife. Wildlife Alliance provides technical assistance and critical support to government forest rangers, with a focus on achieving stakeholder consensus to address multiple environmental threats. These threats include economic land concessions for agro-industrial plantations and mining, illegal encroachment on forestland, and wildlife trafficking. Through its commitment to upholding human rights, promoting sustainable development, and preserving biodiversity, Wildlife Alliance contributes significantly to the protection of the unique and fragile ecosystems of the Cardamom Rainforest Landscape. Our organization is an equal opportunity employer committed to diversity, gender equality, and inclusion. We thank all applicants for their interest and look forward to welcoming a new Khmer Communications Officer to our team.

Announcement Positions

Feedback & Grievance Redress Mechanism Manager

Position Circumstances
  • Career Category: Exec. / Management, Community Development, Rural development
  • Schedule:Full-time
  • Salary: Negotiable
Position Summary

Wildlife Alliance is recruiting an FGRM Manager to run the grievance system serving local communities. The role ensures grievances are received, handled, resolved, and documented in a consistent and credible manner.

Overview

The FGRM Manager operates and strengthens a structured grievance system across local communities. The role combines case management, team supervision, and periodic work in rural areas, while based in Phnom Penh. It works closely with senior management and coordinates with community-facing, governance, and safeguards functions, and contributes to reporting and review processes within the organization.

Duties & Responsibilities:
  • Manage the full grievance lifecycle: intake, logging, classification, investigation, resolution, and closure
  • Maintain a clear case system with defined workflows, timelines, and accountability
  • Supervise grievance staff
  • Ensure all grievances are recorded, tracked, and followed through to resolution in line with established procedures and relevant international standards
  • Apply and enforce standards for response times, escalation, and closure
  • Ensure accessibility of all grievance channels
  • Maintain complete and audit-ready records of cases and outcomes
  • Produce clear reporting on trends, resolution rates, and recurring issues
  • Support grievance-related audits and external reviews
  • Refer cases to relevant external authorities where required, with proper documentation and follow-up
  • Identify recurring issues and support corrective action
Expected Profile of Candidates
Languages:
  • Khmer - Fluent
  • English - Fluent
Skills & Knowledge:
General & Technical Skills
  • Khmer national with professional fluency in Khmer and written and verbal communication skills in English
  • Experience handling complaints, disputes, or case-based processes
  • Ability to follow structured procedures and maintain clear documentation
  • Experience supervising staff and enforcing process discipline
  • Strong organization and attention to detail
  • Ability to engage directly with community members in a clear and neutral manner
  • Sound judgment in handling sensitive issues
Soft Skills
  • Strong communication skills, including the ability to explain processes and manage expectations
 

How to Apply

All interested candidates, particularly women, are encouraged to apply for this unique opportunity. Please submit a cover letter, curriculum vitae with photo and contact details to email provided in the contact details. Only shortlisted candidates will be contacted for an interview.

 

Contact Details

Office Address
  • House No. 9AB, St. 21, Village 7, Sangkat Tonle Basak, Khan Chamkar Mon, Phnom Penh, Cambodia
 
Contact Name
  • Wildlife Alliance
 
Email
 
Website