Project Manager - Grievance
Redressal Mechanism

Legal Aid Society is looking for a Project Manager - Grievance Redressal Mechanism to lead a high-impact initiative focused on making grievance support more accessible, responsive and inclusive for persons with disabilities. This Manager-level role will own the project from inception to delivery, including planning, team and partner coordination, operational setup, GRM implementation, case tracking, referral pathways, service quality, reporting and continuous improvement. You will work across legal and administrative support, disability inclusion, technology-enabled case management, stakeholder engagement and outreach, while building strong coordination with government departments, public institutions, disability organisations and referral partners. The role also involves overseeing accessible service channels, safeguarding and confidentiality, dashboards and CRM systems, client feedback, project reporting, budgets, risks and multidisciplinary teams. We’re looking for an experienced project professional who combines strong delivery and stakeholder-management skills with a genuine understanding of disability inclusion, grievance or complaint management, public service delivery and rights-based programming, and who can turn systems and partnerships into practical support for people seeking remedies.

The Project Manager, Grievance Redressal Mechanism will lead the setup and delivery of an accessible complaint and grievance support project for persons with disabilities. The role will manage the full project cycle, from inception planning, staffing and partner coordination to launch, service delivery, review and improvement.

The Project Manager will ensure that grievances are received, recorded, followed up and referred through clear service pathways. The role will bring together legal support, administrative facilitation, technology, disability inclusion, reporting and outreach, while maintaining strong working relationships with government departments, public institutions, disability organisations and service partners.

The postholder will coordinate people and systems, remove delivery bottlenecks and help complainants access practical remedies through advice, referrals, follow-up and legal support where required.

1. Project Leadership and Delivery

-  Lead the complete project cycle, including inception, workplanning, staffing, partner onboarding, operational setup, pilot testing, launch, routine delivery and year-end review.

-  Ensure that the main project outputs are delivered on time, including the operational GRM, trained staff, SOPs, accessible service channels, referral pathways, outreach activities, dashboards, reports and learning products.

2. GRM Operations and Case Facilitation

-  Oversee the development and operationalization of the full grievance mechanism, its process, including intake, registration, assessment, assignment, referral, follow-up, escalation and closure, so that cases are handled consistently and do not fall through gaps.

-  Coordinate with legal and service teams to facilitate information, legal advice, documentation, applications, administrative follow-up, representation and referrals according to the needs of each case.

3. Disability Inclusion and Accessible Services

-  Ensure that all services follow a rights-based and respectful approach and are accessible to persons with physical, visual, hearing, intellectual, developmental and psychosocial disabilities, including neurodivergent persons and children or adults requiring supported communication.

-  Coordinate reasonable accommodation, plain-language communication, caregiver-supported processes, sign-language and video-relay support, safeguarding and confidentiality across all service channels.

4. Stakeholder Coordination and Referral Partnerships

-  Serve as the main operational focal person for government departments, public institutions, regional offices, disability organisations, referral partners and specialised service providers.

-  Build practical referral pathways, follow up on pending grievances, resolve coordination issues and support accessible outreach so that communities understand how and where to seek help.

5. Technology, Dashboard and AI Oversight

-  Define programme requirements and work with technology teams to ensure that call-centre systems, CRM, ticketing, dashboards and digital channels support accessible service delivery, case tracking and management decisions.

-  Guide the responsible use of AI-supported tools for transcription, tagging, summaries and trend analysis, with staff review of all outputs and clear protection of client data and confidentiality.

6. Monitoring, Reporting and Learning

-  Work with MERL colleagues to maintain the results framework, indicators, data quality, client feedback and service-quality reviews, and use findings to improve project delivery.

-  Lead timely progress reports, dashboard reviews, management briefs, case-trend analysis, policy and learning products and the annual completion report, ensuring that results, challenges and recommendations are clearly presented.

7. Team, Partner and Resource Management

-  Supervise the project team and coordinate contributions from legal, technology, MERL, finance, HR, operations and communications functions, with clear responsibilities and regular performance follow-up.

-  Oversee the project budget, procurement, partner deliverables, risk management, documentation, compliance and audit readiness in line with LAS policies and the approved project requirements.

Education

-  Master's degree in Project Management, Public Administration, Public Policy, Development Studies, Social Sciences, Human Rights, Disability Studies, Law or another relevant field.

Experience

-  Four to six years of relevant experience in the non-profit, development or public-service sector, including direct responsibility for developing or managing a grievance redressal mechanism, complaint management system, public helpline or citizen facilitation service in close coordination with government or public institutions.

-  Experience managing a multidisciplinary project team, partners, workplans, budgets, reporting requirements and senior stakeholder relationships.

-  Experience working with persons with disabilities is required. Experience involving persons with intellectual, developmental, psychosocial or neurodivergent disabilities, children or caregivers requiring supported communication will be an advantage.

-  Familiarity with call-centre operations, CRM or ticketing systems, referral networks, dashboards, digital service channels and AI-supported programme tools.

-  Experience in access to justice, human rights, disability inclusion or public service delivery will be an advantage. A legal qualification is useful but not required.

Core Skills

-  Strong project planning, delivery, problem-solving and team leadership skills.

-  Ability to manage government and institutional relationships with maturity and follow-through.

-  Strong understanding of disability inclusion, reasonable accommodation and rights-based programming.

-  Clear report writing, data interpretation and presentation skills for management and external stakeholders.

-  Sound budget, compliance, risk-management and partner-management skills.

-  Strong written and verbal communication in English and Urdu. Sindhi language skills will be an advantage.

Values and Personal Attributes

-  Empathetic, respectful and committed to dignity, inclusion and access to justice.

-  Organised and results-oriented, with the ability to manage several workstreams and deadlines.

-  Collaborative and comfortable working across departments, disciplines and partner organisations.

-  Professional, solution-focused and calm when handling sensitive cases or delivery pressure.

The Project Manager, Grievance Redressal Mechanism will lead the setup and delivery of an accessible complaint and grievance support project for persons with disabilities. The role will manage the full project cycle, from inception planning, staffing and partner coordination to launch, service delivery, review and improvement.

The Project Manager will ensure that grievances are received, recorded, followed up and referred through clear service pathways. The role will bring together legal support, administrative facilitation, technology, disability inclusion, reporting and outreach, while maintaining strong working relationships with government departments, public institutions, disability organisations and service partners.

The postholder will coordinate people and systems, remove delivery bottlenecks and help complainants access practical remedies through advice, referrals, follow-up and legal support where required.

KEY SUCCESS OUTCOMES

-  A functional and accessible GRM is established and managed through clear procedures, trained staff and reliable referral pathways.

-  Grievances are tracked and supported through consistent case management, timely follow-up and appropriate legal or administrative facilitation.

-  Disability inclusion and stakeholder coordination are embedded across service delivery, partnerships, communication and outreach.

-  Management receives reliable dashboards, progress reports, client feedback and evidence-based learning products to guide decisions and improvement.

• Lead the end-to-end planning, setup and delivery of the Grievance Redressal Mechanism project.

• Oversee grievance intake, registration, assessment, referral, follow-up, escalation and closure, ensuring cases move through clear and accountable pathways.

• Ensure services are accessible, inclusive and responsive to the needs of persons with disabilities, including reasonable accommodation and supported communication.

• Coordinate with legal, technology, MERL, finance, HR, operations and communications teams to ensure seamless project delivery.

• Build and manage relationships with government departments, public institutions, disability organisations, referral partners and service providers.

• Lead the project team, partner coordination, workplans, deliverables, performance follow-up and operational problem-solving.

• Oversee CRM, case-tracking systems, dashboards and digital service channels, including responsible use of AI-supported programme tools.

• Monitor project performance, client feedback, case trends and service quality, and translate findings into practical improvements.

• Lead progress reporting, management briefs, learning products and project documentation.

• Oversee project budgets, procurement, risks, compliance and partner deliverables in line with LAS policies and approved requirements.

EEO & Non-Discrimination Statement:

Integrated into our shared values is LAS’s commitment to diversity and equal employment opportunity.All qualified applicants will receive consideration for employment regardless of sex, age, race, colour, creed, religion, disability, sexual orientation, gender identity, or any other characteristics or conduct protected by law. LAS is committed to being an inclusive organization where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people.Every individual at LAS has an ongoing responsibility to respect and support a diverse environment.

Safeguarding & PSEA Commitment

Legal Aid Society (LAS) is committed to the prevention and protection from all forms of sexual exploitation and abuse (SEA). LAS explicitly prohibits its staff, associates, partners, consultants, or any other representatives associated with the delivery of its work from:

• Engaging in any form of sexual exploitation or abuse;
• Sexual activity with children (persons below the age of 18) irrespective of a mistaken belief of the age of the child which shall not amount to a defense;
• Exchange of money, employment, goods or services for sex, including sexual favors or other forms of humiliating, degrading or exploitative behavior, is prohibited. This includes any exchange of assistance that is due to beneficiaries of assistance;
• Sexual relationships between LAS staff and beneficiaries of assistance, since they are based on inherently unequal power dynamics, undermine the credibility and integrity of the work of LAS and are strongly discouraged.