Incident and Grievance Manager

Key Job Responsibilities

·       Incident Intake and Risk Assessment
Monitor and assess audit reports, grievance channels, media, and third-party alerts to identify high-risk or time-sensitive social and environmental non-compliances across supplier operations.

·       Cross-Stakeholder Remediation Coordination
Serve as the central liaison between CLIENT, those lodging grievances, local community, trade union and political stakeholders, contractors, auditors, and internal experts to ensure clear communication and coordination of appropriate remedial actions.

·       Corrective Action Oversight and Tracking
Oversee the implementation of corrective measures for grievances and audit findings; track progress to closure, ensuring timely resolution aligned with CLIENT’s code of conduct and local laws. This may include carrying out or supporting mediation and dispute resolution processes.

·       Incident Reporting and Trend Analysis
Maintain a detailed incident register; generate periodic reports and insights on issue types, status, and resolution trends to support transparency, learning, and continuous improvement.

·       Program Integration and Lessons Learned
Collaborate with broader monitoring and audit teams to embed incident management into the overall responsible sourcing program and contribute to post-event evaluations and future program design.

Primary Responsibilities:

·       Monitor Incoming Grievances and Incident Alerts

o   Lead a team that continuously reviews audit reports, grievance channels (e.g., hotlines, email, third-party submissions), news outlets, and NGO reports to identify potential violations or high-risk incidents.

o   Design and apply a triage process to assess severity, urgency, and alignment with CLIENT’s risk thresholds and code of conduct.

·       Lead Incident Triage and Prioritization Process

o   Classify reported issues by risk level, type (e.g., labor rights, health & safety, environmental violations), and affected stakeholders.

o   Draft response protocols and escalate incidents to relevant LRQA and Client team members

·       Coordinate Multi-Stakeholder Remediation Plans

o   Act as point of contact between CLIENT, host city committees, contractors, site auditors, and legal/HR subject matter experts to initiate and manage remediation.

o   Develop and track incident-specific corrective action plans (CAPs), ensuring deadlines, responsibilities, and milestones are clearly defined.

·       Track and Validate Resolution of Incidents

o   Maintain an up-to-date incident register with clear status indicators (open, in progress, resolved, escalated).

o   Validate closure of incidents through follow-up site or remote visits, document reviews, or interviews, depending on the nature of the case.

·       Develop Periodic Incident Dashboards and Reports

o   Prepare weekly and monthly reports on the number, type, source, and resolution status of incidents.

o   Analyze trends and recurring themes to identify systemic risks and recommend preventive actions.

·       Conduct Capacity Building and Support

o   Work with auditors and field teams to ensure consistent understanding of incident documentation, reporting, and escalation pathways.

·       Ensure Compliance with Grievance Protocols

o   Support the alignment of grievance handling processes with international standards (e.g., UNGPs, OECD Guidelines) and CLIENT’s internal due diligence framework.

o   Coordinate with the LRQA team during development of a fit-for-purpose grievance mechanism, contributing feedback based on observed incident patterns.

·       Support High-Profile or Sensitive Case Management

o   Handle complex or high-visibility cases with discretion and strategic communication, involving senior leadership when needed.

o   Draft incident summaries and case studies for internal and public reporting, ensuring confidentiality and legal compliance.

·       Collaborate on Post-Event Reviews and Lessons Learned

o   Participate in end-of-event debriefs to consolidate findings from grievance management activities.

o   Recommend improvements to future grievance mechanisms and incident response protocols based on lessons learned.

Qualifications

Education & Professional Background

• Bachelor’s degree in Human Rights, International Relations, Business, Law, Social Sciences, Environmental Studies, or a related field.
• Master’s degree preferred, particularly in fields related to Business and Human Rights, ESG, or Sustainability.
• Minimum of 10 years of experience in business and human rights, grievance management and resolution, responsible sourcing, social compliance, or supply chain due diligence, preferably in a multi-stakeholder or international sporting event – or equivalent high visibility, fast moving - context.

Technical Skills & Knowledge

• Proven knowledge of international human rights frameworks (e.g., UNGPs, ILO Core Conventions, OECD Guidelines), and environmental standards.
• Experience with grievance mechanism design, implementation, and management in complex supply chains or equivalent community / worker environments.
• Strong understanding of social auditing methodologies and corrective action plans (CAPs).
• Familiarity with risk assessment tools and methodologies
• Proficiency in data tracking and analysis tools (e.g., Excel, Power BI, or incident management platforms).

Analytical & Communication Skills

• Ability to assess and prioritize incidents based on risk and impact within fast-paced, high-pressure environments.
• Strong interpersonal and stakeholder engagement skills, including ability to work across cultures and geographies.
• Exceptional written and verbal communication skills, with experience drafting concise incident reports and executive summaries.
• Experience leading or supporting cross-functional remediation processes, engaging legal, procurement, and operational teams.

Project & Process Management

• Strong organizational and time-management skills, with the ability to manage multiple, time-sensitive cases simultaneously.
• Experience managing confidential and sensitive issues with discretion and professionalism.
• Familiarity with event-based contracting and procurement models, especially short-term or temporary labor arrangements.

Language & Location

• Fluency in English required; Spanish proficiency strongly preferred
• Willingness to travel regionally or internationally, particularly during peak event phases

Desirable Qualifications

• Prior experience working on temporary even or similar large-scale operations with compressed timelines.
• Knowledge of U.S., Canadian, and Mexican labor laws and grievance procedures.
• Experience with indicent

Diversity and Inclusion at LRQA:

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team!

LRQA is a leading global assurance provider.  The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).

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