Assistant Director, Customer Experience at Higher Education Loans Board (HELB)

Ref. No. HELB/010 - Grade 4

Job Profile

• The job holder is responsible for managing and ensuring effective coordination, smooth running, product/service awareness creation and delivery of first-class customer experience at Institution’s stations in Huduma Centres across the 47 Counties in Kenya so as to enhance quality customer experience within Huduma Services’ section.

Job Specifications

Duties and responsibilities will entail:

• Coordinating the formulation and implementation of policies for the achievement of corporate objectives.
• Initiating the development and ensuring roll-out of innovative strategies and initiatives that translate into efficient customer service delivery.
• Managing the development and deployment of the departmental work plan, including strategic initiatives and metrics.
• Ensuring provision of efficient service delivery in response to enquiries through the Contact Centre [email, social media, calls, letters, web chat] and Huduma Centre walk-in customers, in line with the institution’s Citizen Service Delivery Charter in the 47 Counties across the Country.
• Managing the working relationship with the Huduma Secretariat and the implementation of periodic compliance checks across the HELB Desks at Huduma Centers across the 47 counties in Kenya.
• Coordinating the compliance and adherence to the Institution’s Citizen Service Delivery Charter, Service Quality Management framework and signed Service Level Agreements for consistent customer experience.
• Coordinating internal stakeholders for customer experience related initiatives within the Institution to improve on customer centered leadership culture.
• Establishing and maintaining constructive and cooperative working relationships with other departments and stakeholders to ensure all escalated customer queries are responded to within signed Service Level Agreements.
• Closure of open audit issues for compliance requirement.
• Coordinating the implementation of the knowledge management framework through continuous in-house trainings, establishment of knowledge database and skillset enhancement within the division.
• Implementation of the business continuity plan for minimal service interruption.
• Coordinating the planning and implementation of training needs and leave plans to ensure smooth service delivery.
• Managing the formulation and regular update of the risk register to ensure risk mitigation; and
• Managing the preparation and submission of periodic and ad hoc reports.

 Person Specifications

For appointment to this grade, an officer must have:

• Served for a cumulative period of twelve (12) years relevant work experience, three (3) of which must have been in the grade of Principal Corporate Communication Officer or in a comparable position.
• Bachelors’ Degree in Public Relations, Communication, Journalism, Marketing, International Relations or equivalent qualifications from a recognized institution.
• Masters Degree in Public Relations, Communication, Journalism, Marketing, International Relations or equivalent qualifications from a recognized institution.
• Leadership Course lasting not less than four (4) weeks from a recognized institution.
• Membership to a relevant professional body and in good standing where applicable.
• A valid practicing license where applicable.
• Certificate in Computer Applications.
• Shown merit and ability as reflected in work performance and results.

Key Competencies and Skills

• Planning and organizing
• Reporting
• Analytical
• Negotiation
• Interpersonal
• Innovative
• Emotional intelligence
• Creativity and tenacity
• Team player