PROGRAM MANAGER - GRIEVANCE MECHANISMS

Company: Elevate Inc
Location: New York
Posted on: November 11, 2024

Job Description:

Role title

Program Manager - Grievance Mechanisms

Grade

n/a

Reports to (title)

Regional Director LRQA Advisory

Version date

October 2024

Business Background

Who are LRQA?

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We've grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training.

While we're proud of our heritage, it's who we are today that really matters, because that's what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.

What do we do?

We help our clients negotiate a rapidly changing world, by working with them to manage and mitigate the risks they face. We serve a wide variety of industries, with a core focus on Food & Beverage, Consumer Goods, Transportation & Mobility, Technology & Telco, Construction & Manufacturing, Energy and Renewables and Chemical & Processing.

Our products and services range from independent third-party auditing to certification and training; we also offer consultancy services, real- time assurance technology and data-driven supply chain transformation programs. our innovative end-to- end solutions help our clients shape their own future, rather than letting it shape them.

LRQA currently operates across 51 countries, has more than 2,500 colleagues, generates around -350m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

The next chapter for LRQA

As the preferred assurance partner for our clients, we are relentless in helping them respond to the era of Assurance 4.0.

Our decades of sector expertise in assuring assets and management systems, ensuring product integrity, responsible sourcing, navigating the energy transition and achieving net zero, and strengthening cybersecurity maturity will help them to anticipate, mitigate and manage risk wherever they operate, freeing them to focus on growth.

With solid expertise and heritage in our sector, coupled with well-timed accelerated investment and a leadership team that is fully committed to delivering our vision, LRQA's next chapter is set to be an exciting, transformational period of growth. We're well placed to build on everything we've done and further our ambitions for the future. At such an exciting time key talent is critical, and this role is a great opportunity to be part of our next chapter.

Role purpose:

LRQA is seeking a dedicated Project Manager with expertise in business and human rights to oversee the regional operations of a worker helpline. The successful candidate will be responsible for managing all aspects of the helpline's operations and customer relationship, ensuring efficient and effective delivery of services in the region. The Project Manager will work closely with a team of operators, coordinators, and support staff to ensure the helpline meets the needs of customers and adhered to organizational goals and standards.

This role will be client-facing and require direct engagement with clients' Sustainability/ESG, Social Compliance, Procurement, and other teams. Youwill work withprivate-sector clients, many of which are major global companies,and other stakeholders, such as workers, civil society, and government authorities, spanning a variety of sectors, including consumer goods, retail, food/agriculture, finance, and manufacturing. You willbepart of the Americas Advisory teamandwillwork with, and learn from, LRQA experts fromteamsacross the globe.

Key Responsibilities:

• Develop and implement operational strategies to ensure the smooth functioning of LRQA worker helplines;
• Coordinate with regional teams to ensure consistent and high-quality service delivery;
• Monitor and evaluate the helpline performance metrics to identify areas for improvement;
• Manage budgets and resource effectively to optimize operational efficiency;
• Collaborate with external stakeholders, such as implementing partners and helpline operators to address and escalate worker grievances in a timely and effective manner, and in adherence with protocols;
• Collaborate with internal stakeholders (e.g. data manager and analysts, case managers, and program lead) to generate customer reports and support escalation and remediation of high-risk issues;
• Ensure compliance with regulatory requirements and organizational policies, and stay up to date with emerging regional/local human and labour rights standards;
• Provide leadership and guidance to the regional case managers and helpline operators to foster a positive and productive work environment;
• Use of LRQA platforms and processes (Wrike, Salesforce, COP and Revenue Recognition, etc.) accurately and in a timely manner;
• Support product and service research and development as directed. Key health & safety responsibilities:
  
  Eliminate or minimise employee exposure to risks by regularly reviewing the health and safety risk register, applying appropriate controls, communicating results of risk assessments, and ensuring health and safety is considered in the planning and execution of all LRQA activities.
  
  Manage your own, and your team's, compliance with health and safety rules, instructions, systems and legal requirements to ensure employees are suitably trained and adequate resources are available to work safely.
  
  Number of direct reports
  
  1-3
  
  Geographic area of impact
  
  Mexico
  
  Key stakeholders
  
  Chief Growth Officer, Director Advisory, Regional Director Advisory, Advisory Leadership Regional Team
  
  Technical / Professional Qualifications / Requirements:
  • At least 5 years of relevant professional experience
  • Bachelor's degree in Business Administration, Social Science, Project Management, or related field
  • Experience with, and understanding of, labor or human rights issues in supply chains, required
  • Proven experience in project management, preferably in a social services or helpline setting, certification in project management (e.g. PMP) is desirable
  • Experience with issues related to forced labor and modern slavery, safe migration, responsible recruitment practices, and grievance mechanisms is a plus
  • Knowledge of worker rights and labour laws, is a plus
  • Relevant experience in food & beverage, agricultural, consumer goods and apparel supply chains, is a plus
  • Strong written and spoken communication and presentation skills
  • Near native / fluent, both spoken and written in: English (required), Spanish (required), Portuguese (preferred)
    
    Our Values:
    
    Expertise
    
    We value our experience, specialist knowledge, and pioneering history within the industry. But we also never stop looking for ways to learn and improve in the future.
    
    Integrity
    
    We always do what's right, in the right way and continually measure our actions and their outcomes against rigorous criteria - both those of stakeholders and our own.
    
    Ambition
    
    We are industry leaders because we combine technology and innovation with the expertise of our people. We help our clients be the best they can be, by being the best we can be.
    
    Vision
    
    We support our clients in the present and prepare them for future success, by using our sharp understanding of social, environmental, technological, and commercial changes to work towards a safer, cleaner, more sustainable future.
    
    Togetherness
    
    We respect the unique skills, expertise and backgrounds of our people and the inclusive culture they create. We believe teamwork and collaboration - internally and with our clients - are the best way to achieve our mutual goals.
    
    Equal Opportunity Employer
    
    LRQA is committed to creating a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by local law. Personal data provided by applicants will be treated as confidential information and will be used exclusively for employment purposes only. Only short-listed candidates will be notified. Applicants who are not invited for an interview may consider their applications filed for future reference.

Keywords: Elevate Inc, Philadelphia , PROGRAM MANAGER - GRIEVANCE MECHANISMS, Executive , New York, Pennsylvania