Assistant Director, CC PR at Insurance Regulatory Authority (IRA)

Job Specifications

• Developing and executing Communication Strategies and programs to support business decisions and overall implementation of the Strategic Plan to enable the Authority respond and address its internal and external stakeholders’ needs and expectations.
• Developing and providing guidance in the implementation of a media relations strategy for use across all media platforms in furtherance of the Authority’s mandate;
• Developing guidelines and facilitate research in service delivery and innovative customer service initiatives;
• Coordinating the development, implementation and review of the Authority’s customer service delivery charter
• Review complaints, inquiries, compliments and action;
• Ensuring implementation of customer relations management systems and reviews using CRM programs;
• Analysing customer statistics, complaints, compliments, inquiries and submit monthly reports;
• Conducting annual customer satisfaction surveys;
• Supervising the implementation of customer relations strategies;
• Developing and guiding in the implementation of crisis communication plans and procedures for enhance and positive reputation and corporate image
• Identifying and developing proposals to undertake research in corporate communication;
• Developing and implementing strategies aimed at promoting the IRA brand through implementation of Corporate Social Responsibility
• Formulating content development, management, and dissemination for traditional and digital media channels for increased and sustained brand positioning, publicity, and robust stakeholder engagement.
• Formulating and managing the implementation of the Authority’s advertisements, media and publicity campaigns across various platforms and media for enhanced brand value, reputation, visibility, and sustained stakeholder engagement.
• Preparing and implementing the Stakeholder Engagement strategy to guide in lobbying and advocacy programs
• Identifying, establishing and maintaining strategic corporate partnerships and alliances for the realization of the Authority’s mandate
• Developing, and disseminating communication and promotional collaterals for use in various platforms and corporate functions.
• Formulating and executing strategies for conducting regular research and surveys in brand communication, service delivery and proactively obtain market trends and insights on brand value and customer satisfaction levels.
• Planning and implementing the execution and management of all corporate events in support of achieving organizational mandate and corporate visibility.
• Coordinating the development, production and broadcasting of media campaigns and publicity initiatives.
• Coordinate the preparation, implementation and control the Department’s budget and workplans.

Person Specifications

For appointment to this grade an officer must have:

• Nine (9) years’ cumulative relevant work experience, three (3) of which should have been at the grade of Principal Corporate & Public Relations Officer.
• Bachelor’s degree in any of the following: - Communication, Journalism, Public Relations or equivalent qualification from a recognized institution.

OR

• Bachelor’s degree in any of the Social Sciences plus a Diploma in any of the following: Journalism, Communication, Public Relations or equivalent qualification from a recognized institution.
• Master’s degree in any of the following; Journalism, Communication, Public Relations, Marketing or equivalent qualification from a recognised institution.
• Certification in customer experience or its equivalent from a recognized institution.
• Membership to a relevant professional body in good standing.
• Leadership Course lasting not less than (4) weeks from a recognised institution.
• Proficiency in computer applications.

Competencies and Skills

• Communication skills
• Interpersonal skills
• Report writing skills
• Presentation skills
• Conflict Management