Feedback & Grievance Redress Mechanism Manager
- Career Category: Exec. / Management, Community Development, Rural development
- Schedule:Full-time
- Salary: Negotiable
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.
- 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
- Khmer - Fluent
- English - Fluent
- 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
- Strong communication skills, including the ability to explain processes and manage expectations