Case Manager, Grievance Mechanisms

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 highly motivated and detail-oriented Case Manager to join our Advisory APAC team and support the development and growth of our grievance mechanism solutions and products.

We are looking for a highly motivated, detailed-oriented case manager/handler who can critically assess situations to identify risk and challenges, oversee regional helpline operators, escalate sensitive issues to appropriate channels, and develop effective remediation plans. This role involves managing and handling caseload of worker inquiries and grievances, ensuring timely and effective resolution of their concerns according to standard protocols. The Case Manager will be responsible for assessing and reviewing information collected by Helpline operators, coordinating with suppliers/buyers, and determining appropriate actions for case resolution.

Key Responsibilities:

• Assess and guide Helpline operators to collect detailed case information, assess the nature and severity of the concerns, and provide appropriate guidance and support for escalation and resolution;

• Facilitate timely and effective resolution of grievances and communicate clear outcomes to customers according to strict protocols;

• Manage caseload on the customer relationship management (CRM) system, keeping records up to date and in line with protocols;

• Coordinate with both internal and external stakeholders, including LRQA project managers, helpline operators, data analysts, and buyers/suppliers to ensure a collaborative and timely approach to case resolution;

• Evaluate evidence and remediation actions submitted by supplier/buyer, guiding Helpline operators to take appropriate follow-up actions;

• Ensure compliance with local laws through close collaboration with NGO partners, while also providing guidance to suppliers/buyers on international best practices;

• Maintain accurate and up-to-date case records and documentation, adhering to confidentiality and data protection guidelines;

• In partnership with the Data Manager and IT Specialist, identify opportunities for system and process improvement to enhance the grievance experience;

• Stay up to date on relevant/applicable human and labour rights practices, policies, and regulations.

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.

Technical / Professional Qualifications / Requirements:

Bachelor's or Master's degree in social work, human rights or a related field

Strong verbal and written communication skills in English. Proficiency on any of the following languages is a plus: Bahasa Melayu, Bahasa Indonesia, Hindi, Urdu, Bangla, Tamil, Odia, Thai, Mandarin

Detail-oriented and client focused

Strong problem-solving and analytical skills to address complex situations and identify appropriate solutions

Takes initiative and is able to work autonomously

Ability to handle sensitive and complex situations with professionalism and discretion

Demonstration a successful collaboration with different parties and stakeholders

Experience in handling complex social and workplace matters preferred

Familiarity with labour rights and/or effective grievance mechanism preferred

Familiarity with customer relationship management (CRM) software preferred

Keywords

Case ManagerGrievance MechanismsLRQAsocial workhuman rightsclient focusedproblem-solvingcollaborationlabour rightsgrievance mechanism