Lead, Feedback & Grievance at a Visionary Healthcare Management Organisation - Deloitte Human Capital Consulting

Deloitte Human Capital Consulting - Our client is a visionary healthcare management organisation at the forefront of modernizing and elevating secondary healthcare delivery in Imo State, Nigeria. Recently reconstituted to enhance operational efficiency and administrative excellence, this dynamic institution is committed to ensuring that residents across the state have access to affordable, high-quality healthcare services. By leveraging innovative management practices and strategic oversight, they are reshaping the landscape of public healthcare, fostering an environment where both patients and healthcare professionals thrive.

They are recruiting candidates to fill the position below:

Job Title: Lead, Feedback & Grievance

Location: Owerri, Imo
Job Type: Full-time

Job Summary

• The Lead, Feedback & Grievance is responsible for managing the organisation’s feedback and grievance mechanisms to ensure responsive, transparent, and effective resolution of concerns raised by patients, staff, and stakeholders across Imo State.
• This role oversees the collection, analysis, and reporting of feedback, and ensures grievances are addressed in line with organisational policies and regulatory standards.
• The position is essential for fostering trust, improving service quality, and supporting the organisation’s commitment to accountability and continuous improvement.

Responsibilities

• Develop and manage systems for collecting, tracking, and analysing feedback and grievances from patients, staff, and stakeholders.
• Ensure timely and effective resolution of grievances in accordance with organisational policies and regulatory requirements.
• Prepare regular reports on feedback trends, grievance outcomes, and recommendations for service improvement.
• Collaborate with relevant departments to address systemic issues and implement corrective actions.
• Provide training and support to staff on feedback management and grievance handling procedures.

Qualifications

• Bachelor’s degree in Public Administration, Healthcare Management, Human Resources, or a related discipline
• 6 - 10 years experience in stakeholder management, grievance handling, customer service, or a related field, preferably within healthcare.
• Master’s degree or relevant certification (e.g., CIPD, CHRM) is an advantage.
• Excellent written, verbal, and interpersonal communication skills.
• Strong problem-solving, conflict resolution, and communication skills.
• Proven ability to manage sensitive issues with discretion and professionalism.
• Understanding of grievance management frameworks and regulatory standards.
• Proficiency in data analysis and reporting tools.
• Familiarity with patient rights, service quality improvement, and stakeholder engagement.
• Must be a resident of Imo State or open to relocation.

Application Closing Date
Not Specified.