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  • Posted: Dec 17, 2020
    Deadline: Dec 23, 2020
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  • History The Kenya Institute of Management (KIM) is a membership based non-profit making professional management organization committed to the promotion of excellence and integrity in the practice of management. The Institute was established in 1954 as a premier institute that provides management consultancy and capacity building services to corporate orga...
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    Customer Experience Officer

    MAIN RESPONSIBILITIES OF THE JOB

    Managerial / Supervisory/ Operational Responsibilities or roles:

    • Attend to customers   by responding to their queries and providing guidance where necessary.
    • Receive correspondences for the institution, sign for receipt and facilitate dispatch to the respective office or persons.
    • Capture visitors’ details in a visitors’ register and issue visitors card for identification purposes.
    • Collect customer feedback and prepare weekly reports to help in improving products /services.
    • Cross selling the Institute's products to potential and existing customers to aid the department in meeting its targets.
    • Conduct live chats with potential customers who visit KIM Website to ensure they are well informed and they receive all the needed customer support.
    • Manage SMS code by generating daily SMS reports and responding accordingly to enhance efficient communication with customers.
    • Follow up on online applications to convert online prospects to customers.
    • Participate in marketing campaigns to create awareness of KIM products.
    • Responsible for proper arrangement and layout of the front office to ensure good ambience and display of Institution’s promotional materials.

    Responsibility for physical assets

    • Computer
    • Switchboard
    • Mobile Phone
    • TV Screen

    Nature of Decision Making

    Operational

    KNOWLEDGE,  SKILLS AND EXPERIENCE

    Minimum level of academic qualification, skills and knowledge required to perform effectively in the role:

    Bachelor’s Degree in Marketing /Communication or any other related field.

    Minimum level of personal and professional experience required to perform effectively in the role:

    Experience in Front Office Management/ Customer Experience skills desirable

    Minimum months or years of experience required to have to be appointed to the position :

    Three(3) years of experience

      KEY PERFORMANCE INDICATORS 

    • Clear database of possible live leads.
    • Well documented weekly reports on front marketing activities.
    • Increased level of awareness among visitors.
    • Generated live business leads for further follow up and conversion.
    • Satisfied inbound clients that will give repeat business and referrals.
    • Timely response to customer enquiries.
    • Increased KIM brand loyalty and equity.
    • Reduced customer complaints
    • Neat and welcoming front office.
    • Clear visitors handling process.

    COMPETENCIES

    Technical

    • Public Relations
    • Enterprise Resource Planning(ERP)
    • Customer service  skill

    Behavioral

    • Continuously seeks new ways of doing things, find creative ways to improve  client  experience with the institution
    • Gives and receives feedback from peers or other team members with a view to improving customer experience.
    • Makes concrete attempts to add value to client expectation.
    • Actively pursue own development on relevant knowledge to enhance skills set and knowledge base.

    WORKING RELATIONSHIPS

    Internal customers

    • Staff
    • Students
    • Members

    External Customers

    1. Customers
    2. Suppliers
    3. Parents
    4. Public

    go to method of application »

    Internal Audit Intern

    JOB PURPOSE

    The position is responsible for the planning and execution of audit of the institution’s programs as per the set guidelines.

    MAIN RESPONSIBILITIES OF THE JOBS

    Managerial / Supervisory/ Operational Responsibilities or roles:

    • Prepare and execute audit programs to conduct operational and financial audit.
    • Assess risk, evaluate internal controls, review financial and operational systems and appraise standards of business conducts while ensuring compliance with applicable laws, policies and procedures.
    • Examine and analyse all accounting records, documents and systems of the institute to ensure financial recording, accuracy and compliance with established international standards, statutory requirements, procedure and internal controls.
    • Prepare detailed report on audit findings and make recommendations to improve the institute’s accounting and management practices.
    • Perform risk assessment and analysis of the institute information systems and recommend measure to mitigate against them.
    • Carry out regular business continuity and disaster recovery assurance audits.
    • Follow up to ensure approved recommendations are implemented.
    • Conduct investigation and special projects where applicable.

    Responsibility for physical assets

    1. Computer
    2. Office Furniture

    Nature of Decision Making

    Operational

    KNOWLEDGE,  SKILLS AND EXPERIENCE

    Minimum level of academic qualification, skills and knowledge required to perform effectively in the role:

    Diploma   in business management from a recognised institution

    Minimum level of personal and professional experience required to perform effectively in the role:

    Certified Public Accountant  Part one (CPA I)

    KEY PERFORMANCE INDICATORS 

    • Implementation of Internal Audit plan year 2017 (Complete 12 report and 3 for MUA)
    • Assurance on lecture claim (Quarterly report)
    • Increase resource optimisation
    • Enhance KIM membership growth (3 members)
    • Enhance risk management environment and governance audit
    • Provide assurance on staff commission claims, consultancy and training payments

    COMPETENCIES

    Technical

    • Computer literacy,
    • Knowledge of relevant legislation
    • Knowledge of professional standards

    Behavioral

    • Continuously seek new way of doing things.
    • Listens to and acknowledges the feelings, concerns, opinions and ideas of others.
    • Goes beyond the expected procedures and tasks to provide satisfactory client experience.
    • Makes specific changes in the system or in their own work methods to improve performance.

      WORKING RELATIONSHIPS

    Internal customers

    1. All the branches
    2. Units/Departments within the institute

    External Customers

    1. Suppliers
    2. Members
    3. External Auditors
    4. Trainees

    go to method of application »

    Human Resource Intern

    MAIN RESPONSIBILITIES OF THE JOBS

    Managerial / Supervisory/ Operational Responsibilities or roles:

    • Assist in data management and profiling by entering and updating employment and status-change data.
    • Assist in ensuring that all staff have up to date Job Descriptions and their files are neat and tidy, up to date and properly kept in safe custody.
    • Perform a variety of general office support duties; make copies; maintain calendar of activities, meetings, and various events for assigned staff; process mail including receiving, sorting, time-stamping, logging, and distributing incoming and outgoing correspondence and packages and order office supplies.
    • Process staff badges for all employees including new employees.

    Responsibility for physical assets

    • Computer
    • Office furniture

    Nature of Decision Making

    Operational

    KNOWLEDGE,  SKILLS AND EXPERIENCE

    Minimum level of academic qualification, skills and knowledge required to perform effectively in the role:

    Diploma in Human Resource from a recognised Institution.

    Minimum level of personal and professional experience required to perform effectively in the role:

    Member of IHRM

    KEY PERFORMANCE INDICATORS 

    • Accuracy of HR records
    • Effective administration of HR Registry -database/HRIS
    • Compliance with HR Policies

    COMPETENCIES

    Technical

    • Skills Audit
    • Payroll
    • Records Management
    • Knowledge of Enterprise Resource Planning
    • Computer literacy.

    Behavioral

    • Continuously seek new way of doing things.
    • Listens to and acknowledges the feelings, concerns, opinions and ideas of others.
    • Goes beyond the expected procedures and tasks to provide satisfactory client experience.
    • Makes specific changes in the system or in their own work methods to improve performance.

    WORKING RELATIONSHIPS

    Internal customers

    KIM Staff

    External Customers

    • Lecturers
    • Consultants
    • Students
    • KIM members
    • Regulator (IHRM)

    Method of Application

     Interested candidates are advised to visit our website: www.kim.ac.ke for more in- formation. Application letters in MS Word format can be sent to the email address: [email protected] to reach us by 23th December, 2020.

    In addition, please attach a curriculum vitae that contains details of your qualifications, experience and positions held relevant to this role. Include your day and evening telephone numbers, email address, names and address of three professional referees.

     NB: Late applications will not be considered. Only shortlisted candidates will be contacted.

    KIM is an equal opportunity employer.

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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Average Salary at Kenya Institute of Management (KIM)
KSh 43K from 10 employees
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