Higher Education Loans Board Jobs in Kenya
Higher Education Loans Board Assistance Manager Customer Experience Job in Kenya
Key ResponsibilitiesFormulating 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 Center, 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 �irst 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 enquirers 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 quali�ication 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
IT Pro�iciency
Digital Media Skills
Project management skills
Problem Solving skills
Leadership skills,
Interpersonal & communication skills,
High integrity and dependability
Innovativeness
Higher Education Loans Board Assistant Manager, Risk Management & Compliance Jobs in Kenya
Minimum Requirements
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;
Analyzing 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.
Master’s degree in business related �ield;
A business related degree or equivalent from a recognized University;
Certi�ication 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;
CPA (K)/ACCA and CISA;
Membership of ICPAK/ACCA, ISACA or IIA.
Pro�iciency in use of CAATS e.g. Teammate and IDEA;
Advanced Excel.
Skilled in�luencer;
Results oriented;
Collaborative;
High integrity and dependability;
Creativity and innovation.
How to apply
Applicants Should apply online
For more information and job application details, see;
Higher Education Loans Board Jobs in Kenya
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