Supplier Grievance Senior Expert (SMP)

| Own and manage the end-to-end supplier grievance process, from intake and acknowledgement through assessment, investigation, resolution, communication, and closure. Conduct independent and evidence-based reviews of supplier complaints concerning procurement processes, tender participation, evaluation, communication, contracting, payment interfaces, supplier treatment, or other relevant matters. Classify and prioritize grievances according to materiality, urgency, risk, confidentiality, and potential impact, and escalate critical matters through approved governance channels. Coordinate with Procurement, Legal, Governance, Risk, Finance, Project teams, Ethics and Compliance, and other relevant stakeholders to obtain records, validate facts, and determine appropriate actions. Prepare clear case summaries, findings, recommendations, response letters, and executive reports supported by documented evidence and aligned with policy and procedural requirements. Maintain a complete, secure, and auditable grievance register, including correspondence, evidence, decisions, approvals, actions, and closure records. Monitor corrective and preventive actions, confirm implementation, and identify recurring themes, control gaps, and opportunities to improve supplier experience and procurement practices. Develop and maintain supplier grievance procedures, service standards, templates, guidance, escalation criteria, controls, and management reporting. Provide expert advice and awareness sessions to procurement teams on grievance prevention, procedural fairness, appropriate supplier communication, and lessons learned. Support governance reviews, audits, investigations, and regulatory or external enquiries related to supplier grievances, while preserving confidentiality and avoiding conflicts of interest. | Minimum 15 years of experience in procurement, supplier management, commercial management, contract management, governance, complaints handling, investigations, compliance, or dispute resolution. Extensive experience assessing and resolving sensitive, complex, or high-impact supplier complaints and procurement-related disputes. Strong knowledge of procurement governance, tendering and evaluation processes, supplier relationship management, contract principles, procedural fairness, confidentiality, and records management. Demonstrated ability to conduct objective investigations, analyze documentary evidence, identify root causes, and produce defensible findings and recommendations. Strong stakeholder management, interviewing, facilitation, negotiation, conflict-resolution, and influencing skills. Excellent judgment, integrity, discretion, independence, and ability to manage confidential or contentious matters professionally. Strong analytical, report-writing, communication, presentation, and case-management skills, including the ability to brief senior leadership. Experience using grievance, case-management, ERP, procurement, or supplier-management systems is desirable. | Bachelor's degree in Procurement, Supply Chain Management, Business Administration, Law, Finance, Governance, Compliance, Engineering, or a related discipline. Master's degree in a relevant discipline is preferred. Professional certification in Procurement, Supply Chain Management, Compliance, Audit, Mediation, Contract Management, Commercial Management, or an equivalent field is desirable.