The Higher Education Loans Board
(HELB) was established in 1995 through an Act of Parliament CAP 213A of the
laws of Kenya. The mandate of HELB is to empower the dreams of Kenyans by
sourcing for funds and providing financing (through loans, scholarships and
bursaries) to Kenyans pursuing studies in institutions of higher learning in
and outside Kenya as recognized by the Commission for University Education
(CUE) and/or the Technical, Vocational Education and Training Authority
(TVETA).
A vacancy has arisen for the position
of Assistant
Manager, Customer Experience in the Corporate Communication & Customer
Experience Department. The Board is looking for a highly
competent, passionate, dedicated and self-driven individual of high integrity
who is able to demonstrate strong knowledge, skills and abilities to fill the
position.
Reporting to Manager, Corporate
Communication & Customer Experience, the Assistant Manager, Customer
Experience will be responsible for
planning and overseeing the execution of strategies, policies and initiatives
that translate into superior customer experience.
Responsibilities
·
Formulating and implementing
strategies and initiatives that would translate into superior customer
experience;
·
Oversee the smooth running of the
over 30 customer touch points so as to meet and/or exceed the Board’s promise
to its customers;
·
Coordinating the Contact Centre,
Customer Relationship Management system and the website related operations;
·
Ensure smooth running of services at
Huduma Centre HELB desks across the 47 counties;
·
Monitoring adherence to HELB’s
Service Charter and signed Service Level Agreements;
·
Coordinating internal stakeholders
for customer experience related initiatives;
·
Building and maintaining a high
performance team focused on delivering first class customer experience;
·
Manage the update of the departmental
risk register;
·
Participate in various committees in
the Institution;
·
Overseeing the preparation and
submission of periodic reports on customer experience;
·
Ensuring provision of the highest
standard of customer experience in response to enquiries through email, social
media, calls, letters, SMS, web chat, bulk messaging and walk-ins in line with
the Board’s service charter for the over 600,000 customer base;
·
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;
·
Championing effective service
recovery processes through root cause analysis and customer journey mapping;
·
Continually identify opportunities to
improve customer experience, such as optimizing channel usage and identifying
service improvement initiatives;
·
Ensuring adherence to Service Level
Agreements by external service providers/consultants;
·
Managing customer feedback in liaison
with the relevant user departments;
·
Coordinating periodic customer
satisfaction surveys and ensure the implementation of the survey
recommendations;
·
Ensure section staff adherence to
performance management framework
·
Oversee periodic preparation and
review of customer experience reports and statistics in conjunction with
·
Relevant user departments and ensure
implementation of corrective actions aimed at enhancing customer experience
Requirements
·
Bachelor’s degree in the Social
Sciences
·
Relevant Professional qualification
in marketing, public relations or customer experience;
·
At least seven (7) years’ relevant
work experience, three (3) of which should be at supervisory level in customer
experience role.
·
Membership to relevant professional
bodies such as ICX-Kenya, MSK, or PRSK
·
Master’s Degree in Social Sciences,
Mass Communication or Marketing will be added advantage
·
Knowledge and understanding of
emerging trends in customer experience
Other Requirements
·
IT Proficiency
·
Digital Media Skills
·
Project management skills
·
Problem Solving skills
·
Leadership skills,
·
Interpersonal & communication
skills,
·
High integrity and dependability
·
Innovativeness
A vacancy has arisen for the position
of Assistant Manager, Risk Management & Compliance in the Audit, Risk
Management & Compliance Department. The Board is looking for a highly
competent, passionate, dedicated and self-driven individual of high integrity
who is able to demonstrate strong knowledge, skills and abilities to fill the
position.
Risk
Management & Compliance Assistant Manager
Reporting to Head of Audit, Risk Management & Compliance, the Assistant Manager, Risk Management & Compliance will be responsible
for ensuring any issues that affect the survival and prosperity of the Board
are identified and managed through formulation and implementation of risk
management framework.
Responsibilities
·
Development and implementation of the
Risk Management and Compliance policies and procedures;
·
Championing formulation,
implementation and continuous improvement of an appropriate Enterprise Risk
·
Management framework to identify,
evaluate, report and mitigate the risks the Board is exposed to;
·
In liaison with the risk owners,
identify and evaluate key risks, their causes, develop and monitor
implementation of action plans to address any gaps in risk mitigation;
·
In consultation with risk owners,
identify key legislative and regulatory requirements and key controls for their
departments and implement a framework to monitor compliance to the requirements
and controls;
·
Coordinate with departmental heads
department to facilitate regular risk and control self-assessments;
·
Reviewing departmental risk
registers;
·
Updating and monitoring implementation
of the Board’s Risk Appetite Statement to ensure risks are managed within the
set tolerance levels;
·
Analysing trends in the key risk
indicators in departments and evaluating action taken on key risk indicators;
·
Preparing risk reports for
presentation to management and to the Audit, Risk Management and Compliance
·
Committee of the Board and ensure
implementation of arising recommendations;
·
Monitoring and evaluating management
of risk incidences, including incidence recording and post incidence analysis,
to establish whether adequate action is taken on minimizing their impact and
preventing their occurrence;
·
Monitoring and analysing compliance
trends on legislative and regulatory requirements and actions taken to address
noted compliance gaps;
·
Building capacity and promoting
awareness on Enterprise Risk Management throughout the Organisation;
·
Communicating any new tools or
technological approaches to measuring risks for the business units;
·
Undertaking any special assignments
and/or any other duties as may be assigned from to time.
Requirements
·
Master’s degree in business related
field;
·
A business related degree or
equivalent from a recognized University;
·
Certification in Risk Management.
·
At least 7 years’ experience with at
least 3 years’ experience in a supervisory level in risk and compliance with
demonstrable experience in Enterprise Risk Management Framework Implementation;
Other Requirements
·
CPA (K)/ACCA and CISA;
·
Membership of ICPAK/ACCA, ISACA or IIA.
·
Proficiency in use of CAATS e.g.
Teammate and IDEA;
·
Advanced Excel.
·
Skilled influencer;
·
Results oriented;
·
Collaborative;
·
High integrity and dependability;
·
Creativity and innovation.
How to Apply
If you can clearly demonstrate your
abilities to meet the criteria given above, please send your application
letter, detailed CV, relevant copies of testimonials & certificates, your
day time contact, and contacts of three referees, to reach the office of Chief
Executive Officer on the contact below and not later than 6th October, 2017.
Chief Executive Officer
Higher Education Loans Board
P.O. Box 69489-00400
NAIROBI.
OR
Email Address:
recruitment@helb.co.ke
Higher Education Loans Board
P.O. Box 69489-00400
NAIROBI.
OR
Email Address:
recruitment@helb.co.ke
Candidates who are shortlisted for
interviews will be expected to prove their compliance with Chapter 6 of the
Constitution of Kenya 2010 by obtaining and presenting during interview,
compliance/clearance certificates from the following organizations:
·
Kenya Revenue Authority;
·
Higher Education Loans Board;
·
Ethics and Anti-Corruption
Commission;
·
Directorate of Criminal
Investigations (Certificate of Good Conduct) and;
·
Credit Reference Bureau.
Persons with disability are
encouraged to apply. HELB is an equal opportunity employer.