Ombudsman job description
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What does a Ombudsman do?
The Ombudsman serves as a neutral and independent mediator, helping to resolve conflicts and complaints within an organization. By offering unbiased guidance and facilitating communication, this role ensures fairness and transparency, ultimately contributing to improved organizational relationships and trust.
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What are the Key Responsibilities of Ombudsman
- Investigate and address complaints from employees or stakeholders.
- Provide impartial advice and support in conflict resolution.
- Facilitate open communication between conflicting parties.
- Ensure confidentiality and ethical handling of sensitive information.
- Analyze complaint patterns to suggest systemic improvements.
- Maintain detailed records of case proceedings and outcomes.
- Educate employees on conflict resolution and complaint procedures.
What are the Skills and Requirements for a Ombudsman?
- Strong understanding of conflict resolution and mediation techniques.
- Excellent judgment and decision-making abilities.
- Impartiality and strong ethics.
- Proficient communication and listening skills.
- Ability to handle sensitive situations with discretion and professionalism.
What are the KPIs to track for Ombudsman?
The Ombudsman's effectiveness is measured by the resolution success rate, the timeliness of case handling, improvement in stakeholder satisfaction, and reduction in repeat complaints.
Resolution Success
Effectiveness in resolving conflicts and complaints.
Timeliness
Efficiency in handling and closing cases promptly.
Satisfaction Improvement
Enhancement in stakeholder satisfaction ratings.
Reports to
Chief Ethics Officer
Collaborates with
Human Resources, Legal Department
Leads
N/A
Are any specific tools or software required for the Ombudsman role?
- Case Management Software
- Conflict Resolution Frameworks
What is the qualification of Ombudsman?
Bachelor's degree in Conflict Resolution, Law, or related field, with at least 3 years of experience in mediation or dispute resolution.
