Complaints and Grievance Officer - AngloGold Ashanti

OBJECTIVE OF THE ROLE

•  The Complaints and Grievance Officer is responsible for establishing, managing, and continuously improving the project’s internal Complaints and Grievance Mechanism (CGM).
• The role ensures that:
  • Complaints and grievances are received, logged, tracked, resolved, and closed in a timely and transparent manner.
  • The project maintains real?time visibility of emerging issues, trends, and risks.
  • Management is equipped to make proactive, evidence?based decisions.
  • The project complies with national laws, company policies, and international standards (World Bank ESS10/ESS5, IFC PS1/PS5).

ROLE ACCOUNTABILITIES

Grievance Management

• Establish and operate a centralized complaints and grievance system (manual and/or digital).
• Receive grievances through multiple channels (walk?ins, phone calls, community representatives, letters, email, etc.).
• Ensure all grievances are logged, categorized, acknowledged, investigated, resolved, and formally closed out.
• Track and enforce adherence to defined service timelines and standards.
• Conduct or coordinate grievance investigations.
• Facilitate dialogue, mediation, and negotiated solutions between parties.
• Ensure resolutions are clearly documented, agreed upon, and implemented.
• Escalate unresolved, sensitive, or high?risk grievances to management.
• Maintain comprehensive, audit?ready grievance documentation.

Compliance & Standards

• Ensure grievance processes align with:
  
  • Company policies and SOPs
  • Ghanaian legal requirements
  • World Bank ESS10 & ESS5
  • IFC Performance Standards PS1 & PS5

System Improvement & Risk Management

• Identify gaps in policies, procedures, systems, or contractor performance.
• Recommend actions to prevent recurrence of grievances.
• Capture lessons learned and implement continuous improvements.
• Support training of employees and contractors on grievance handling procedures.

Data, Reporting & Trends Analysis

• Develop and maintain an up?to?date Grievance Register/Database.
• Produce weekly, monthly, and quarterly grievance reports.
• Analyse data to identify:
  
  • Recurring issues
  • Systemic risks
  • Early warning signs of conflict
  • Provide dashboards, insights, and summaries to Project Management.

ROLE REQUIREMENTS

Education & Qualification

• Bachelor’s degree in social sciences, Law, Development Studies, Environmental Management, Public Administration, Conflict Resolution, or a related field.
• Postgraduate qualification in Conflict Management, ADR/Mediation, ESG or Social Performance is an added advantage.

Experience

• A minimum of 5–7 years’ relevant experience in complaints and grievance handling, community relations, social performance, or stakeholder engagement.
• Demonstrated experience managing grievance registers and case?tracking systems.
• Experience in mining, infrastructure, resettlement, or extractive industries.
• Familiarity with World Bank and IFC grievance handling requirements.
• Experience transitioning grievance systems from outsourced to in?house is an added advantage.

Knowledge & Skills

• Strong understanding of grievance and complaints?handling mechanisms.
• Skills in conflict resolution, ADR, and mediation.
• Strong record?keeping and case?management capabilities.
• Ability to analyse grievance data and identify trends.
• Excellent report?writing skills for both technical and management audiences.
• Working knowledge of Excel, databases, or grievance management software.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to explain processes clearly to non?technical stakeholders.
• Strong negotiation, facilitation, and community?engagement skills.
• Ability to work effectively with diverse stakeholders, including communities, contractors, and management.

BENEFITS SUMMARY

• AngloGold Ashanti offers a comprehensive and competitive benefits package designed to support employees’ health, financial security, and overall well-being.
• Medical insurance, employee assistance programmes, and wellbeing initiatives.
• Company-supported pension or provident fund contributions.
• Annual leave, sick leave, and public holidays in line with company policy.

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