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.
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 adheres 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. You will work with private-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.
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 resources effectively to optimize operational efficiency; Collaborate with external stakeholders to address and escalate worker grievances in a timely and effective manner; Collaborate with internal stakeholders to generate customer reports and support escalation and remediation of high-risk issues; Ensure compliance with regulatory requirements and organizational policies; Provide leadership and guidance to the regional case managers and helpline operators; Use LRQA platforms and processes accurately and in a timely manner; Support product and service research and development as directed. Key health & safety responsibilities: Eliminate or minimize employee exposure to risks by regularly reviewing the health and safety risk register, applying appropriate controls, and ensuring health and safety is considered in the planning and execution of all LRQA activities.
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 labor or human rights issues in supply chains, required Proven experience in project management, preferably in a social services or helpline setting 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 labor 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.
Integrity: We always do what's right, in the right way.
Ambition: We help our clients be the best they can be.
Vision: We support our clients in the present and prepare them for future success.
Togetherness: We respect the unique skills, expertise and backgrounds of our people.
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.
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