About us:
ZEP-RE (PTA Reinsurance Company), an institution of the Common Market for Eastern & Southern Africa (COMESA). The
Company was established in 1990 under the Preferential Trade Area, a precursor to COMESA, to develop insurance and
reinsurance industries and support capacity building. The Company is headquartered in Nairobi, Kenya, with regional
hubs in Zimbabwe and Côte d’Ivoire, and country offices in Uganda, Zambia, Ethiopia, Sudan, Rwanda, and the
Democratic Republic of Congo.
About (DRIVE) Project
Pastoralists represent between 33 and 65 percent of the population in the Horn of Africa (HoA). Overreliance on rainfed
agricultural activities makes them particularly vulnerable to climate shocks, including droughts, and they are one of the
poorest communities in the region. Pastoralists tend to keep large herds as protection for anticipated drought shocks. Yet
when drought hits, the animals either die, lose value, or are sold at rock bottom prices to fund immediate needs.
Emergency response can be subject to leakages or arrive too late after the animals have perished. Furthermore,
pastoralists are currently at the bottom of the livestock value chains and are not providing livestock in the required quality
and quantity to livestock processors/exporters.
In this context, the World Bank Group (WBG) is supporting De-Risking, Inclusion and Value Enhancement of pastoral
economies in the Horn of Africa Project (DRIVE), a regional International Development Association (IDA) project
implemented in Djibouti, Ethiopia, Kenya, and Somalia. The Project will support the climate adaptation of pastoralists and
help them extract greater value addition from their livestock. It will protect them against drought with enhanced access
to financial services, strengthen their inclusion in the livestock value chain, and facilitate the regional livestock trade
Job Purpose
The Grievance Readiness Mechanism Officer will play a key role in managing and resolving customer-related queries from
pastoralists participating in the DRIVE project. The officer will ensure a timely response to grievances, support after-sales
services, and contribute to the smooth execution of project-related activities. Additionally, they will assist in data
collection, reporting, and system optimization to enhance service delivery.
Responsibilities and accountabilities
- Working with the Insurance Lead to ensure that after-sales customer services are well executed. This includes, but is
not limited to, supporting activities related to payments of bonuses, claims, and other benefits to insured individuals,
Community Mobilisers, and partners. - Addressing incoming calls from farmers regarding queries and concerns on premiums, bonuses, and any project specific inquiries.
- Making outgoing calls as required and ensuring that beneficiary information is updated in real time.
- Working with the Admin Officer and the Country Relationship Manager in Kenya to coordinate distribution activities
prior to the seasonal selling window, i.e., calling aggregators and other partners for training purposes. - Supporting the M&E expert in generating grievance reports based on the data received
- Assisting in system testing to ensure the USSD and digital platforms are operational.
Being involved in data cleaning, i.e., making calls to collect additional data after the end of season sales.
7. Attending to any other duties that may be assigned.
Minimum requirements
i. Bachelor’s degree in Social Sciences, Business Administration, Communications, Data Science, Statistics, Public
Administration, or a related field.
ii. At least one (1) year of experience in grievance handling, customer support, complaints management, monitoring
& evaluation, or a related role.
Core attributes
i. Strong communication and interpersonal skills, with the ability to interact professionally with diverse stakeholders.
ii. Excellent organizational and time management skills.
iii. Ability to work under pressure and meet deadlines.
iv. High level of integrity, empathy, and attention to detail.
v. Strong analytical and problem-solving skills with the ability to handle and interpret large volumes of data.
vi. Proficiency in Microsoft Office
vii. Experience in USSD and digital platforms for customer engagement is a plus.
Relationships and working contacts
Internal –ZEP-RE DRIVE project team.
Extenal – World Bank, HoA DRIVE team.
Work environment
Location: Nairobi Office.
Work Type: Office-based, with frequent travel to project locations within the Horn of Africa region, as required by the
DRIVE project.
Interested candidates who meet the above requirements are invited to submit their applications by emailing a detailed
cover letter and CV, outlining their suitability for the position to recruitment@zep-re.com by 21 February 2025. Please
indicate ‘GRM Officer’ in the subject line of your email. Only shortlisted candidates will be contacted.
ZEP-RE is an equal opportunity employer. We welcome applications from candidates across Africa, including but not limited
to COMESA member states