Director (Consumer & Public Affairs) at Water Services Regulatory Board

Job Purpose

Responsible for facilitating effective engagement with various stakeholders to build goodwill and create an enabling environment for Water Service Provision.

Reporting Relationship

This role reports to the Chief Executive Officer

Supervises

Manager Public Relations

Responsibilities

• Establish a mechanism for handling complaints from consumers regarding quality or nature of Water Services.
• Monitor the implementation of the Consumer Engagement Guidelines
• Monitor the implementation of Customer Service Standards in the Water Services Sector.
• Oversee publication and dissemination of information on Water Services.
• Formulate and execute communications and public relations strategies.
• Develop strategies and tools for improving customer services in the sector.
• Coordinate Development of Customer Service Charter and monitor its implementation.
• Promote stakeholder/public participation in the provision of water services.
• Create and manage platforms for engagement with stakeholders.
• Develop and implement collaborative arrangements and networking with stakeholders.
• Write and edit all institutional literature including newsletters, reports, and publications.
• Develop and manages/supervises the application and promotion of the institution’s brand.
• Ensure proper documentation, storage, and easy access to information on Water Services.
• Plan publicity strategies and campaigns.
• Handle media relations.
• Ensure timely consultation and cooperation with County Executive Committees, Chief Officers, and collaboration with other stakeholders in water services provision for effective service delivery
• Organize media briefings, writes articles, press kits, supplements.
• Formulate and execute the institution’s Advertising programme.
• Organize participation in community relations activities.
• Ensure performance measures are designed to evaluate performance against the strategic plan.
• Ensure reporting on work done into the reporting structures in the Board on a monthly, quarterly or annual basis.
• Play a senior leadership role in bringing the WASREB internal community along to support the outputs delivered by developing effective and strategic relationships.
• Play a senior leadership role in bringing external stakeholders along with the WASREB through open, professional and proactive engagement and with enforcement partners in relation to specific cases.
• Build a highly effective team, by leading, managing and motivating staff and by directing and coaching them where appropriate, so that they achieve excellence in delivery.
• Take responsibility for the reports emerging from the directorate and all documentation sent to the Chief Executive Officer.
• Coordinate directorate’s budgeting and Cost containment within the budget.
• Manage the skills development for staff to ensure that training needs are properly identified and appropriate training is arranged for directorate staff.
• Manage and conduct performance management reviews for the directorate.
• Work closely with department heads to develop goals and initiatives.
• Ensure quality control and customer service
• Develop policy papers on issues of water services.
• Responsible for physical assets assigned by the Board
• Makes strategic, operational and financial decisions for the directorate

Qualifications

• Master’s Degree in Mass Communication, Marketing/Business Administration or relevant field from a recognized institution
• Bachelor’s degree in Mass Communication, Marketing/Business Administration or relevant field from a recognized institution
• Membership to a relevant professional body/member in good standing
• Practicing license from a relevant professional body
• Have served total 15 years of experience with at least 9 at supervisory level
• Leadership/Management Programme lasting not less than four (4) weeks from a recognized institution will be an added advantage
• Knowledge of the Water Sector will be an added advantage
• Meet the requirements of Chapter six of the Kenyan Constitution on Leadership and Integrity

Functional Competencies

• IT proficiency
• Influencing, persuasion and negotiation skills
• Customer/Citizen focus
• Strategic leadership skills
• Proficiency in Managerial Skills
• Strong analytical, problem solving and decision-making skills
• Effective communication and presentation skills
• Ability to lead multi skilled team

Personal Attributes/Qualities

• Ability to work under pressure and multitask
• Strong interpersonal skills
• High Integrity and team building skills
• Proven intellectual leadership in managing people, operations and financial resources;
• Proven ability to think strategically and design long term plans;
• Ability to drive change and innovation
• Upholds Professional Ethics