Government Jobs in Kenya - HELB

Higher Education Loans Board (HELB) is a state corporation whose mandate is to source funds and provide loans, scholarships and bursaries to Kenyans studying in recognised institutions of higher learning. 

A vacancy has arisen for the position ofCorporate Communications & Customer Experience Manager

HELB is looking for highly competent, passionate, dedicated and self-driven individual of high integrity who is able to demonstrate strong leadership skills to fill the position.

The Position: Reporting to the Chief Manager-Strategy, Research and Communications Officer, The Corporate Communications and Customer Experience Manager will develop and lead the implementation of Organizational Communications (Internal & External) and an innovative customer service strategy that delivers a consistent, seamless and trusted customer experience through the different channels across the Organization. 

The person will be key in managing the reputational risk of the Board to promote strong HELB brand.
Key Responsibilities
  • Plan and develop annual communication plans, campaigns, strategies, production of External/Internal communication tools and materials, including website, annual reports, newsletters, business stories, documentaries and brochures in line HELB’s Communication policy.
  • Manage day to day relationships of PR agencies; develop corporate media materials and corporate events to deepen knowledge on HELB products.
  • Develop and implement a Comprehensive Social media strategy including management of a best in class Contact Centre.
  • Coordinate and manage the communication flow within the organization, serving as the principal contact person for information to ensure effective knowledge management.
  • Ensure appropriate budgeting, cost containment and tracking of communications related cost centers.
  • Develop and deliver the Board’s customer service strategy, in order to improve the customer experience, process excellence, achieve the Boards objectives and deliver the Board’s brand promise.
  • Responsible for improving customer satisfaction and implement first class customer experience as per the Board’s service charter and design and implement a communication framework that ensures that the customer service strategy is effectively cascaded to all stakeholders, employees and embedded in delivery of all services.
  • In collaboration with other stakeholders and relevant functions, departments lead the development and implementation of new customer experience propositions that will ensure customer satisfaction and drive cross functional experience reliability in key customer touch points whilst minimizing the disruption to the existing business.
The Person
  • A holder of a degree from a recognized university. An MBA or Master’s degree or relevant professional qualifications in a relevant field will be an added advantage.
  • Have at least 8 years management experience with a large retail or services business covering corporate communications, customer service, strategy creation, project management and managing teams, with a minimum 3 years’ experience of direct responsibility for delivering exceptional “customer experience.”
  • Experience of operating in a multi-channel customer facing environment is essential.
  • Should have excellent high quality interpersonal, influencing and negotiation skills with the ability to positively and clearly communicate with a variety of constituents.
  • Should have strong leadership skills with demonstrated competences in championing customer focus, and in managing people in multi-cultural environments

Assistant Human Resource Manager

HELB is looking for highly competent, passionate, dedicated and self-driven persons of high integrity who is able to demonstrate strong leadership skills to fill the following position.
The Position: Reporting to Head of Human Resource Management the Assistant Manager will lead and develop a seamless Human capital function to achieve a high performance culture in the Board. 

The person will Plan, direct and coordinate human resource management activities of the organization to optimize strategic use of human resources and maintain functions such as employee reward and compensation, resourcing, employee relations/wellness, learning, development, performance and talent management, HR policies and the HR partner with Strategic business units. 

He or she will be the key Human Capital Risk Manager of the organization.

Key Responsibilities
  • Assist the management team with HR functions related to implementation of the HR Strategy, Training/Development, Employee Relations, Recruitment and Compensation Benefits.
  • Support the line-managers in all related HR strategy including new policies/procedures mentoring and coaching.
  • Ensure and implement HR policies are aligned to legislative and regulatory changes related to organization.
  • Manage and prepare Human Capital budget
  • Responsible for the administration of Employee Welfare Scheme including Medical Insurance and Benevolent Fund.
  • Develop and support implementation of succession planning and effective Talent Management System.
  • Monitor and identify work force requirements and skill mix and make appropriate recommendation to management for implementation.
  • Review and analyze Salary Benefit Survey of the comparator organizations and evaluation compensation and benefit packages to present to management for decision-making.
  • Ensure smooth running of Human Resources Management Information System.
  • Administer Disciplinary and grievances handling for staff in support cadre.
  • Oversee and coordinate administration in the organization services.
The Person
The ideal candidate must possess:
  • A Degree in Social Sciences; Possession of an MBA in HR will be an added advantage.
  • Possession of professional qualifications in Human Resources;
  • At least 6 years’ experience in HR practice;
  • A member of IHRM;
  • Proven IT proficiency;
  • Good report presentation skills: Ability to effectively present information and respond to questions from management;
  • Responsible for ensuring the attainment of departmental targets and objectives;
  • Manage and motivate team members towards excellent performance;
  • Strong counseling and problem solving skills;
  • Excellent interpersonal relations and communication skills.
In addition, the ideal candidate should be equipped with demonstrable leadership skills, analytical skills, a good communicator and a team player with ability to work comfortably at all levels within the Board. 

A suitable candidate must demonstrate ability to meet deadlines and be a strategic thinker.

If you believe, you can clearly demonstrate your abilities to meet the criteria given above, please send your application, detailed CV, relevant copies of testimonials and certificates, your date time contact, and contacts of three referees, to reach the office of chief Executive Officer on the contact below and not later than 14 March 2015

Chief Executive Officer
Higher Education Loans Board
P.O. Box 69489-00400


Email Address:

Only shortlisted applicants will be contacted.

HELB is an equal opportunity employer