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FEEDBACK AND COMPLAINTS MANAGER

• To act as the “Functional Responsible” of the two newly developed digital tools (OPINION ADS & ETICA ADS) in front of the digital transformation department and perform relevant duties and responsibilities. oFeedback and Complaints Management Platform (OPINION ADS) oEthical Incident Management Platform (ETICA ADS))
• Provide technical guidance & proposal from the functional point of view in the functional analysis and design of platforms based on the needs and existing best practices.
• Ensure that the implementation of platform in our Missions carried out with proper analysis steps, smooth coordination with digital transformation department and Missions through constant monitoring.
• Support in development of manual and guides for enhancing our employees’ capabilities at all levels for usage of these platforms and provide workshop and trainings. Draw communication, training and implementation plans for the two platform and provide direct support to pilot and scale-up of these two new tools in our offices across the world.
• Provide regular update to international network on the status of the project and ensure all the key discussions during the “International Risk Project” implementation is documented through meeting notes, presentation, and SharePoint update.

• Essential: •Knowledge or degree preferably about law, politics, international relations, Business Administration or similar. •Technical knowledge on various aspects of ethics and accountability and relevant policies and protocols governs organizational operation. •High knowledge of feedback and complaints concepts handling and management of respective incidents. •Proven experience of working with and relating to people at all levels, and to deal with senior management and a range of external stakeholders with confidence
• Desirable: •Knowledge of humanitarian sectors accountability and compliance including management of ethical incident in humanitarian sector. •Working experience in Information Systems/Platforms for receiving and/or management of complaints incidents. •Experience in crafting procedures, training modules and conduct of awareness and capacity building sessions •Thorough understanding of fraud, safeguarding concepts •Good understanding of confidentiality and General Data Protection Regulation (GDPR).
• Other skills: •Able to assess, analyses, digest and apply contextual information to the work. •Excellent ability to communicate effectively both verbally and in writing. •Able to produce reports based on analyses of data to assess competency and identify areas of improvement. •A high level of accuracy and attention to detail. •Effective relationship building skills. •Resilient with the ability to remain calm under pressure. •Highly IT literate, knowledge of Microsoft 365 with the ability to learn how to use new systems as required •Fluent in Spanish & English (French is an added value).

Incorporation into a multicultural, professional and innovative organization and possibility of participating in projects of high social impact.

• Indefinite Contract.
• Based in Madrid.
• Competitive remuneration based on the candidate's worth.
• Access to flexible remuneration plans (medical insurance, transportation, childcare tickets and food).
• Professional career adapted to you where talent and motivation are recognized.
• Continuous training in both technical skills and soft skills.
• Reconciliation between personal and professional life, with the option of flexible hours, intensive working hours and the possibility of taking advantage of our teleworking program. 
• 25 working days of holidays per year with the possibility of organizing them at your discretion and even taking half days.