Executive Manager : Complaints and Investigations

City of Johannesburg; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A large municipal government is seeking an Executive Manager: Complaints and Investigations in Johannesburg. The role involves directing the Complaints and Investigations Unit to resolve disputes and improve service delivery. The ideal candidate will have extensive legal knowledge and experience in managing complaints, alongside strong leadership abilities. A focus on Human Rights is essential.

Qualifications

• 10 years of experience in Law with 5 years in management.
• Proven track record in the changing legislative environment.
• Ability to manage an executive office effectively.

Responsibilities

• Plan and coordinate operations of the Complaints and Investigations Unit.
• Investigation and resolution of resident disputes.
• Promote awareness of Human Rights among residents.

Skills

Legal research

Mediation techniques

Complaint management

Leadership

Education

B-Degree / NQF level 7 in Law

Job description

Overview

Job title: Executive Manager: Complaints and Investigations

Job Location: Gauteng, Johannesburg

Deadline: October 19, 2025

Qualifications

• A B-Degree / NQF level 7 in Law, preferably an LLB or LLM, Postgraduate in Law;
• 10 years of experience in Law and 5 years' experience at middle / senior management with some level of strategic influence in a large enterprise or local government or sphere of equivalent significance and weight;
• Proven track record of keeping abreast of the changing legislative environment affecting Local Government;
• Excellent legal research and report writing skills, knowledge of contract law, local government By-Laws, general management expertise and the ability to lead one’s professional peers;
• In-depth knowledge of the issues affecting residents and communities broadly in relation to service delivery;
• A proven ability to effectively manage an office of an executive in a complex and demanding environment whilst providing guidance to direct reports and administrative and support staff;
• Demonstrated expertise in complaint management using mediation and conciliation techniques.

Primary Function

To strategically plan, direct, organise, co-ordinate and evaluate the overall functions of the Complaints and Investigations Unit in the Office of the Ombudsman. To investigate and resolve disputes efficiently, effectively, with discretion, exercise good judgment whilst applying proven methods of mediation and conciliation and recommending new policies to Council to improve service delivery and administrative agility, identify systemic risks and blockages and recommend solutions to address those risks and blockages, Generally, to help Council develop policies to address both existing and unprecedented challenges in the area of jurisdiction of the municipality.

Key Performance Areas

• Investigate all complaints by residents relating to alleged acts of maladministration, administrative injustice, discourteous service, indignity, dishonesty, a lack of integrity and a contravention of a Constitutional Right / s by employees and officials of the City of Johannesburg.
• To help promote awareness of Human Rights amongst residents of the City of Johannesburg and generally to investigate complaints of contraventions and violations of Human Rights by the administration and to recommend appropriate redress;
• To work closely with the City Manager and the Ombudsman to promote a culture of respect for Human Rights in the City of Johannesburg.