Manager of Operations, Grievance Mechanisms

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 skilled and experienced Program Lead – Manager of Operations to oversee and manage grievance mechanism solutions on a global scale. The ideal candidate will have experience designing and implementing supply chain and operational-level grievance mechanisms and strong understanding of developments in human rights and environmental due diligence legislation driving demand for effective mechanisms. In this role, the Program Lead will work in a rapidly growing and successful business seeking to provide users and stakeholders, ranging from migrant workers to factory management to major global brands, on-the-ground and trusted solutions to report, detect and remediate supply chain risks.

This is a role that requires proven ESG experience with credible expertise in areas like responsible sourcing practices, human and labour rights, access to remedy, stakeholder engagement, and who is motivated by the opportunity to be part of building something new and ambitious.

Key Responsibilities:
• Oversee grievance mechanism operations in alignment with organizational policies and standards, ensuring timely and effective response to issues raised by stakeholders;
• Manage a team of regional project managers and case handlers, and monitor the performance of helpline operations and external implementing partners to identify areas for improvement and growth;
• Serve as the point of escalation of sensitive, high-risk issues reported through the grievance solutions, and support the helpline operations team to report and propose remedial actions to customers in line with protocols, international best practice and local laws;
• Oversee new customer onboarding and helpline launches globally to ensure alignment across all regional solutions and adherence to the company’s safeguarding policies;
• In partnership with the Director of Operations, conduct screening, due diligence, training, and regular performance evaluations for local implementing helpline partners;
• Collaborate with the Director of Operations and the Product Head to define product strategy, sales and marketing plans, staffing needs, and pricing guidelines;
• Provide regular reports and updates on grievance mechanism operations, budgets, and customer subscriptions to senior management and key stakeholders;
• Act as key account manager for major grievance mechanism customers, maintaining relationships with current clients, as well as finding opportunities for expanding client database and facilitating communication between customers and operations teams;
• Contribute to product development, from high-level marketing materials to detailed SOPs and delivery tools
• Stay informed about best practices and trends in grievance management and emerging regulatory frameworks informing grievance implementation to continuously improve processes and procedures;

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:

5+ years of relevant experience

Professional experience with and expertise in grievance mechanisms, business & human rights topics, and responsible sourcing

Manager-level experience, including project management, team management, and business development experience

Excellent problem-solving abilities and attention to detail

Professional experience and expertise in grievance mechanisms / worker helplines and broader worker engagement solutions is a plus

Outstanding written and spoken communication and presentation skills

Strong collaboration and interpersonal skills

Capacity and willingness to work across different time zones and to hold meetings outside of regular local working hours

Business-level proficiency in a regional language (e.g., Mandarin, Malay, Indonesian, Thai, Vietnamese, etc.) is preferred

Experience in a high-growth company or entrepreneurial environment

Legal background is a plus