Senior Officer - HR Complaints (OG-II / OG-I)

The Senior Officer - HR Complaints will handle employee complaints and ensure compliance with organizational policies. This is a contractual position for three years, renewable.

• Scrutinize, examine, and process employee complaints received from various quarters in strict compliance with applicable organizational policies, rules, and regulatory guidelines.
• Review and analyze fact-finding reports to identify gaps, inconsistencies, or deficiencies, and raise appropriate queries with investigators for clarification and completeness.
• Prepare concise case summaries, recommendations, and briefing notes for submission to the Competent Authority to facilitate informed decision-making.
• Maintain complete and updated records of complaints, correspondence, and case outcomes in an organized and confidential manner.
• Ensure timely follow-up and monitoring of complaint resolution processes in accordance with defined timelines and service standards.
• Liaise with internal departments, regional offices, and stakeholders for collection of information/documents relevant to complaint handling.
• Ensure confidentiality, impartiality, and procedural fairness during complaint review and investigation processes.
• Assist in preparation of management reports, complaint status updates, dashboards, and regulatory/compliance submissions, as required.
• Perform any other assignment as assigned by the supervisor(s).

Candidates for Senior Officer - HR Complaints should have a Graduation degree, preferably in HR, along with specific work experience.

• Education: Minimum Graduation or equivalent from a local or international university/college recognized by the HEC of Pakistan, preferably in HR. A Master's degree and/or HR certifications are preferred.
• Experience: Minimum 2 years of work experience, with at least 1 year in Human Resources. Experience in similar roles within the financial sector is preferred.
• Skills: Good communication/interpersonal skills, effective team player, service-oriented approach, knowledge of MS Office applications, and a strong understanding of HR functions.