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

The Senior Officer - HR Grievances will be responsible for managing employee grievances and ensuring fair resolution. This is a contractual position for three years, renewable.

• Process and manage all categories of employee grievances received directly from employees or escalated through various organizational channels in accordance with applicable policies, procedures, and service standards.
• Conduct comprehensive fact-finding exercises by obtaining relevant feedback, documentary evidence, and comments from concerned Departments, Regions, Groups, and Stakeholders regarding grievances raised by employees.
• Examine grievance cases critically, identify gaps or discrepancies in responses/information received, and coordinate with relevant stakeholders for clarification and resolution.
• Prepare detailed case summaries, recommendations, and briefing notes for submission to the Competent Authority to facilitate informed and fair decision-making.
• Facilitate and coordinate the review process of individual Annual Performance Appraisal (APA) grievances received through the designated grievance portal/system.
• Process APA-related grievances in accordance with prescribed eligibility criteria, policies, and guidelines, including scrutiny and resolution of discrepant or exceptional cases through to final redressal.
• Maintain complete, accurate, and confidential records of grievances, case proceedings, supporting documents, and decisions for reporting and audit purposes.
• Ensure timely follow-up and monitoring of grievance cases to achieve resolution within defined turnaround timelines.
• Assist in implementation and enhancement of grievance process digitalization initiatives, automation projects, and system improvement measures.
• Coordinate with HR, IT, and relevant departments for effective functioning and continuous improvement of grievance management systems and portals.
• Prepare periodic reports, dashboards, trend analyses, and management updates related to employee grievances and APA cases.
• Ensure confidentiality, impartiality, and procedural fairness in handling employee grievances and related matters.
• Perform any other assignment as assigned by the supervisor(s).

Applicants for Senior Officer - HR Grievances must possess a minimum of a Graduation degree and relevant HR experience.

• Education: Minimum Graduation or equivalent from a local or international university/college recognized by the HEC of Pakistan. 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.