Grievance Focal Person

Position Summary:

The Grievance Focal Person is responsible for managing, investigating, and resolving grievances and complaints in a fair, timely, and confidential manner. This includes matters related to workplace misconduct, performance management issues, employee complaints, termination disputes, and Prevention of Sexual Exploitation and Abuse (PSEA). The role ensures that all concerns raised by employees are addressed in accordance with organizational policies, Pakistan Labour Laws, and best practices in employee relations and safeguarding.

Key Responsibilities:

• Serve as the primary point of contact for all formal and informal employee grievances.
• Receive, document, and assess complaints or concerns related to misconduct, performance, harassment, discrimination, PSEA, and other workplace issues.
• Conduct thorough, fair, and confidential investigations into complaints, following established protocols and procedures.
• Prepare clear and comprehensive investigation reports with findings and recommendations.
• Collaborate with relevant departments (e.g., Legal, HR) to ensure appropriate actions are taken following investigations.

• Mediate conflict between employees or between staff and management to foster a healthy and respectful work environment.
• Monitor grievance trends and provide analysis and recommendations to management for preventive action.
• Ensure consistency, equity, and legal compliance in the handling of employee relations cases.

• Act as a designated focal point for PSEA concerns, ensuring survivors receive appropriate support and that allegations are responded to promptly and sensitively.
• Ensure compliance with organizational policies, particularly as they relate to investigations.

• Support managers in managing underperformance cases, including providing guidance on documentation and process.
• Participate in or oversee termination-related investigations and ensure due process is followed.
• Ensure all decisions are in line with Pakistan Labour Laws, internal policies, and standards of fairness and integrity.

Qualifications:

• Bachelor’s degree in Human Resources, Law, Psychology, Social Sciences, or related field. Master’s degree preferred.
• Minimum of 5 years of progressive experience in employee relations, investigations, or HR, with a strong background in grievance handling and compliance.
• Demonstrated experience conducting workplace investigations, including sensitive or high-risk cases (e.g., harassment, PSEA, discrimination).
• Solid understanding of Pakistan Labour Laws, HR best practices, and ethical workplace conduct.
• Experience in NGOs, international organizations, or similar settings (highly desirable).

Skills & Competencies:

• Strong interpersonal and conflict resolution skills.
• High level of integrity and confidentiality.
• Excellent verbal and written communication skills.
• Analytical and detail-oriented with strong investigative skills.
• Ability to remain impartial and objective during complex situations.
• Familiarity with safeguarding, PSEA protocols and approaches.

Disclaimer

• MicroMerger reserves the right to reject any or all applications or change the number of positions at any stage without assigning any reason or as per requirements.
• Any Candidate/Applicant who attempts to or influences the recruitment process or the Selection Panel by any means shall be disqualified immediately.
• MicroMerger will not consider applicants not fulfilling the requirements/criteria mentioned above.
• Incomplete applications will not be entertained.
• MicroMerger reserves the right to cancel the whole hiring process at any stage without mentioning any reason.
• Only shortlisted candidates will be invited for tests and/or interviews via call or Email.
• MicroMerger provides equal opportunity to all qualified male & female candidates. Females are encouraged to apply.
• All jobs are of visual nature. Visually impaired applicants cannot be entertained.
• Recruitment will be made on a contract basis, extendable based on rising needs
• By applying to this position, you agree to the use of your CV for MicroMerger's internal Application Tracking System.
• Shortlisted candidates will have to bring their CVs, attested copies of CNIC, certificates, experience certificates and educational qualifications at the time of the interview
• No TA/DA or any expense would be admissible during the whole hiring process including interviews, tests etc.