Specialist, Operations, Ombudsperson Office - Nairobi, Nairobi County

Job summary

Want to make a positive difference to the future of people and our one shared home, the Earth? Working at WWF could be your opportunity of a lifetime.

Responsibilities

• Support the Ombudsperson and other Office staff to fulfil the functions of the Office;
• Manage the intake process for complaints received by the Office;
• Contribute to the development and delivery of communication strategies and products that promote the Office and its engagement with internal and external stakeholders;
• Support the operation of the Office's website, case management system, intranet site and data analysis and contribute to the production of knowledge management and advisory products;
• Assist the Ombudsperson in the day-to-day management of the team with designated administrative duties;
• Operate and perform to the highest professional standards, with considerable independence, diversified duties using initiative and judgment, high level organizational skills and knowledge of the Office and WWF's policies and procedures.

Qualifications

• University degree in social or development studies or related field;
• 5-7 years' experience in NGO operations, complaint management, communications, knowledge management or other relevant field;
• Previous experience in an international NGO, national or high-profile organization;
• Previous experience in a network structure.

Skills

• Demonstrated experience of working in international and multi-cultural settings is essential;
• Previous experience in an NGO or international organization is preferable, particularly in areas related to accountability, complaint management, or environmental and social standards;
• Meticulous attention to detail and follow-up with excellent organizational and prioritization skills;
• Demonstrated ability to multi-task and work effectively without compromising quality, including working across time zones with decentralized teams;
• At ease dealing with people and tasks at different levels of seniority and complexity';
• Problem solving skills and at ease dealing with ambiguity or other situations where the required course of action may not be immediately evident;
• Capacity and willingness to take initiative and be proactive within a small busy team;
• Experience contributing or leading communications, knowledge management or capacity building initiatives a plus;
• Excellent communications skills, both written and verbal;
• Excellent command of written and spoken English; fluent French strongly preferred;
• Familiarity and experience with data and data analysis;
• Excellent IT skills;
• Experience in dealing with highly sensitive and confidential information, clearly demonstrating the understanding of confidentiality and the role of independence in handling information and information flows;
• Willingness to take on additional tasks within the broad banner of

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  Job description

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