JOB DESCRIPTION

Job Title: Organizational Ombudsman Working Relationship: HR Department and external

stakeholders where applicable
Reporting Relationship: General Manager (GM) Responsible for: All employees

Job Summary
To serve as a designated neutral within Cormart/CHI Farms and provides conflict resolution and problem-solving
services to Cormart’s employees. The job holder is expected to provide confidential, informal, independent and
impartial assistance to individuals through dispute resolution and problem-solving methods such as conflict
coaching, mediation, facilitation, and shuttle diplomacy as well as responds to concerns and disputes brought
forward by visitors to the office and may report trends, systemic problems, and organizational issues to high-level
leaders and executives in a confidential manner.

Principal Accountabilities
 Hear and advise employees with problems or grievances relating to the terms and conditions of their
employment, their working conditions and/or their relations with colleagues, supervisors or supervisees,
with a view to enhancing the overall working environment.
 Assist employees’ facing a problem to reach a fair solution through fact finding, mediation, discussion and
involvement of all parties; The Ombudsman will not have decision making authority but will advise and may
make recommendations on issues involved to the parties concerned.
 Intervene where he/she deems necessary ensuring that all reasonable steps have been taken through
normal channels for due process, justice and fairness to prevail.
 Provide information, guidance and referral as may be appropriate.
 Identify systemic issues, including trends, issues and concerns on policies, procedures, overall performance
of duties and responsibilities and work climate, without breaching confidentiality or anonymity.
 Provide upward feedback by advising the General Manager and/or other stakeholders in the company on
corrective and preventive action as may be appropriate, in particular as regards those systemic issues.
 Advise the internal justice mechanism of the company and relevant formal or informal stakeholders in the
formulation of solutions and mechanisms for conflict resolution and relevant preventive measures, including
mediation, counseling and relevant capacity development activities (e.g. trainings)
 In collaboration with the HR Department, manage/coordinate mediations in the company, if required, by
external service providers. The HR Department would provide organizational support by offering advice, and
fostering the exchanges of practices and training.
 Develop an annual work plan which takes account of the needs of the company and is aligned with the
objectives the company hopes to achieve.
 Submit to HR Department and General manager monthly report on his/her activities in the company. The
report will provide information on the number of cases and types of issues addressed, the extent to which
issues were resolved, as well as general comments on any aspect of the company relevant to the functions
of the Ombudsman.
 Submit an annual report of all activities to the GM and the HR department. The annual report should be a
summary of all monthly report.
 Maintain an active understanding of professional developments in their area of work by continuing
professional membership such as the International Ombudsman Association (IOA)).
 Ensure regular evaluation of the impact of the Ombudsman through surveys of the perceptions of staff in
the company
  Educate and raise awareness of the role and function of the Office of the Ombudsman both amongst
employees. Enhance the international visibility and reputation of the Office.

Education Required
 The Organizational Ombudsperson should have an advanced degree combined with relevant dispute
resolution training or ombudsperson experience.

Knowledge, Skills and Abilities Required

 Strong listening, interpersonal and communication skills.
 Effective verbal and written communication.
 Experience working with people of diverse backgrounds and cultures.
 Fair and effective process provision with impartiality.
 Data collection, records maintenance, report preparation.
 Knowledge of customer service standards and procedures.
 Knowledge of laws, regulations, methods, and techniques in area of specialty.
 Development, planning and implementation of short- and long-range goals.
 Conflict resolution skills, including mediation process skills.
 Assessment, referral and advocacy skills.
 Development and delivery of employee training and orientation.
 Use of independent judgment.
 Manage confidential information

Physical Requirements/Working Conditions

 Very limited physical effort required
 No exposure to physical risk
 Work to be performed in a typical office environment- Prolonged period of sitting at a desk and working on
a computer