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
Nairobi
OR
Email Address: recruitment@helb.co.ke
Only shortlisted applicants will be contacted.
HELB is an equal opportunity employer
