Lead, Feedback & Grievance at Confidential Employer

Job Overview

Deloitte Human Capital is recruiting a Lead, Feedback & Grievance on behalf of a healthcare management organisation in Owerri, Imo State. The role will oversee systems used to receive, track and resolve concerns raised by patients, employees and other stakeholders.

The successful candidate will coordinate feedback analysis and reporting, support timely grievance resolution and identify opportunities for improving service quality. The position also contributes to accountability, stakeholder trust and compliance with organisational policies and regulatory standards.

Job Details

About the Organization

The employer is a healthcare management organisation focused on modernising and improving secondary healthcare delivery in Imo State, Nigeria. The organisation has been reconstituted to strengthen operational efficiency and administrative excellence while supporting access to affordable, high-quality healthcare services for residents across the state.

Its transformation agenda uses modern management practices and strategic oversight to improve the working environment for healthcare professionals and the quality of services available to patients.

Responsibilities

• Develop and manage systems for collecting, tracking and analysing feedback and grievances from patients, staff and stakeholders.
• Ensure the 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.

Requirements and Qualifications

Applicants should have 6–10 years of experience in stakeholder management, grievance handling, customer service or a related field. Experience within healthcare is preferred.

A bachelor’s degree in Public Administration, Healthcare Management, Human Resources or a related discipline is required. A master’s degree or relevant certification, such as CIPD or CHRM, is an advantage.

• Excellent written, verbal and interpersonal communication skills.
• Strong problem-solving and conflict-resolution skills.
• 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.

Quick Eligibility Check

• Minimum qualification: Bachelor’s degree in Public Administration, Healthcare Management, Human Resources or a related discipline
• Preferred qualification: Master’s degree or relevant certification such as CIPD or CHRM
• Required experience: 6–10 years in stakeholder management, grievance handling, customer service or a related field
  Duty station: Owerri, Imo State, Nigeria
• Employment type: Full Time
• Residence requirement: Must reside in Imo State or be willing to relocate
  Core skills: Communication, conflict resolution, discretion, data analysis and reporting
• Preferred experience: Previous healthcare-sector experience

Application Readiness Checklist

• Make the required qualification easy to verify in the education or certification section of your CV.
• If applicable, make the preferred qualification easy to verify in the education or certification section of your CV.
• Show evidence of the required experience through relevant roles, dates and measurable responsibilities.
• Tailor your CV to the verified responsibilities stated in this vacancy.
• Confirm that the vacancy is still open before submitting your application.
• Use your CV to describe grievance cases or feedback systems you have managed, while protecting confidential information.
• Highlight measurable improvements such as faster case resolution, reduced complaint recurrence, stronger reporting or improved stakeholder satisfaction.

Vacancy Verification

AfriJobSpace rechecked this vacancy on September 21, 2026 against Deloitte’s official SmartRecruiters page. The vacancy remained available at the time of review. The employer did not publish an application deadline. View the official vacancy source.

Application Safety

Apply only through the official employer channel provided on this page. Do not pay anyone to submit or process your application, and verify unexpected recruitment messages directly with the employer.

Before You Apply

Applicants should ensure that their CV demonstrates experience managing grievance cases, stakeholder concerns or customer-service escalation systems. Examples should protect confidential information while showing the applicant’s role in case resolution, reporting, corrective action or service improvement. Candidates must reside in Imo State or be willing to relocate. The employer did not specify a salary or application deadline.

How to Apply

Interested and qualified candidates should submit their application through Deloitte’s official SmartRecruiters platform using the Apply for Job button on this page. Deloitte is managing the recruitment process on behalf of a confidential healthcare management organisation.