Assistant Manager at Kenya Revenue Authority (KRA)

Job Purpose

To plan, direct and coordinate the training and development activities for Customer Experience requirements.

Key Performance Areas for the Assistant Manager Jobs

• Identifying and developing training programs for staff at customer touch points in liaison with the business units to fill in identified gaps in order to meet the Authority’s objectives.
• Identifying the training needs and requirements of staff regarding the service quality level standards and reporting to the related departments and training department.
• Maping out the training plan prioritizing the identified immediate Customer Experience needs.
• Identifying and capturing training outcomes through a monitoring and evaluation technique.
• Monitoring and evaluating the customer experience status on the agreed customer service levels and standards.
• Providing reports and analysis to the customer experience team to support performance related feedback.
• Analysing relevant data to determine the best customer service outputs.
• Conducting orientation sessions and arrange on-the-job training for new hires.
• Coordinating learning plans and arranging customised service trainings.
• Developing new service relevant training programs or modifying and improving existing programs.
• Providing logistical support, course development, delivery, evaluation, process measurements, and cost management.

Assistant Manager Job Minimum Academic Requirement

• A Degree in Marketing, Communication, Human Resources, Education or any other related field.
  Membership to CIM, PRSK, ICS, and MSK will be an added advantage.
  Minimum of 5 years’ experience in a high volume Customer Service environment 2 of which are at management level.
  Demonstrated experience in training and facilitation.