Head, Grievance Management

FGV Holdings Berhad is Malaysia's leading global agri-business and the world's largest producer of Crude Palm Oil (CPO). FGV's operations stretch across more than 10 countries in Asia, the Middle East, North America and Europe, and are focused on three main business sectors namely Plantation Sector, Logistics & Support Business (LSB) Sector and Sugar Sector. FGV is the world's third biggest oil palm plantation operator, has the world's largest bulking and storage facilities for vegetable oil and is Malaysia's top refined sugar producer.

Job Description

Leadership and Strategic Oversight

• Provide support to GCGO in offering guidance and recommendations to Management and Board Members on grievance-related matters.
• Strategically lead in the development of annual grievance management plan and initiatives, including budgets and KPIs.
• Develop and lead the Grievance Management Department, ensuring efficient and transparent case handling.
• Provide strategic recommendations to top management on grievance trends and systemic issues.
• Track and monitor the effective implementation of planned arrangements for grievance management activities and initiatives.
• Represent FGV Holdings Berhad in grievance-related discussions with industry regulators, NGOs, and sustainability certification bodies.
• Drive engagement with business units, senior management, regulatory bodies, and external stakeholders to strengthen grievance mechanisms.
• Foster professional relationships with co-workers, peers, superiors, consultants, clients, and relevant enforcement authorities related to grievance management matters.
• Foster a culture of accountability and transparency in grievance resolution processes.

Grievance Management and Resolution

• Oversee grievance case management functions, ensuring cases are handled efficiently, ethically, and within regulatory requirements.
• Oversee the intake, assessment, and prioritisation of grievances to ensure timely escalation and resolution.
• Assign cases to the Grievance Case Monitoring and Education Unit and ensure appropriate identification and escalation of Persons-in-Charge (PICs) within relevant departments and ensure proper remediation actions.
• Monitor and evaluate grievance remediation outcomes, ensuring effectiveness and compliance with policy and SOPs.

Grievance Reporting and Analytics

• Review monthly and quarterly reports on grievance case trends, resolution status, and key insights for Group Grievance Committee (GGC), WROTF, SSC, GMC, BGRMC and Board.
• Serve as Secretariat for GGC meeting.

Policy & Governance

• Establish and conduct periodic policy and SOP reviews and updates for grievance management to maintain and align with evolving legal, regulatory frameworks and industry best practices.
• Ensure grievance handling aligns with Malaysia Employment Act 1955, Labour Ordinances (Sabah & Sarawak), RSPO, MSPO, and UNGP on Business & Human Rights.

System Improvement

• Enhance the Grievance Management System by integrating AI-driven analytics, automated case tracking, and advanced reporting tools.
• Develop and maintain comprehensive grievance dashboards to provide top management with real-time insights into case trends and resolutions.
• Implement real-time tracking mechanisms, escalation alerts, and AI-powered analytics to optimise grievance-handling processes.
• Leverage data analytics to identify patterns, root causes, and systemic issues, driving continuous improvement initiatives.

Team Management

• Supervise and guide GMD team members, ensuring adherence to GMD's policies, SOPs and best practices.
• Arrange for leadership training and professional development programs for grievance management personnel.

Awareness and Training

• Spearhead grievance awareness and training programs to educate workers, employees, supply chain partners, and stakeholders.
• Maintain appropriate awareness and knowledge of grievance management across FGV.

Compliance, Confidentiality, and Ethical Handling

• Ensure confidentiality, fairness, and compliance with grievance handling policies, legal frameworks, and sustainability standards (RSPO, MSPO, UNGP on Business & Human Rights).

Others

• Assist in any other task as needed by the GCGO.

Level of Education

• Bachelor's or Master's degree in Law, Business Management, Social Science, Sustainability, or related fields.

Work Experience

• Minimum 10 years of experience in grievance handling, labour rights, sustainability governance, or compliance, with at least 5 years in a leadership role.
• Experience working with commodity policy, sustainability certification bodies (RSPO, MSPO), or international NGOs is an advantage.