Ref. No. HELB/005 - Grade 3
Job Profile
The job holder is responsible for conceptualizing, planning and overseeing implementation of corporate communication [Public Relations activities], product marketing and customer experience strategies, policies, systems and initiatives that translate into brand value enhancement, Institution's visibility, drives the Institution's Sustainability Agenda, Corporate Social Investment, Stakeholder Engagement, Service Quality Assurance and Reputational Risk Management.
Job Specifications
Duties and responsibilities at this level will entail: -
Leading the development, implementation and evaluation of division's customer engagement plans, programs, and initiatives in line with the HELB Strategic Plans and set annual Performance Contracting.
Overseeing the formulation, implementation, and review of the Organization's corporate, stakeholders' and departmental policies.
Overseeing the provision of efficient service delivery through the Contact Centre and Huduma Centre walk-in customers, in line with the HELB Citizen Service Delivery Charter.
Spearheading decentralization of the institution's services though presence in Huduma Centres across the country to ensure easy access of services to the institution's customers.
Overseeing the development, implementation, and periodic review of the HELB Citizen Service Delivery Charter and Service Level Agreements for efficient service delivery for consistent customer experience.
Spearheading resolution of customer complaints lodged through the Commission on Administrative Justice (Office of the Ombudsman), compiling, and submitting the periodic reports to the Office of the Ombudsman.
Establishing and maintaining proactive constructive and cooperative working relationships with internal and external stakeholders to ensure seamless service delivery at the customer touch points.
Overseeing the formulation, implementation, and monitoring of Service Quality Assurance framework across the organization to streamline service quality management.
Leading the conceptualization, ideation, planning and implementation of corporate communication, branding, and public relations strategies.
Overseeing the management of annual events to promote smooth stakeholder engagement and publicize activities of the institution including stakeholder engagement forums and Huduma Mashinani initiatives.
Spearheading the development, packaging and production of communication briefs and publications for internal and external use;
Spearheading all the media campaign engagements for the institution in liaison with respective departments to drive brand visibility and uptake of the institution's products and services.;
Overseeing all internal and external communication for the institution to ensure information consistency.
Spearheading the organization's Corporate Social Investment and Sustainability Agenda.
Overseeing closure of audit issues and adherence to enterprise risk management for compliance.
Person Specifications
For appointment to this grade an officer must have: -
Served for a cumulative period of fifteen (15) years relevant work experience three (3) of which must have been in the grade of Assistant Director, Corporate Communication and Customer Experience or in a comparable position;
Bachelor's Degree in Public relations, Communications, Journalism, Marketing, International relations, Social sciences or equivalent qualifications from a recognized institution;
Master's Degree in Public relations, Communications, Journalism, Marketing, International relations, Social sciences or equivalent qualifications from a recognized institution;
Leadership Course lasting not less than four (4) weeks from a recognized institution;
Membership to a relevant professional body and in good standing where applicable;
A valid practicing license where applicable;
Certificate in Computer Applications; and
Shown merit and ability as reflected in work performance and results.
Key Skills and Competencies
Effective Communication and interpersonal skills
Team Player
Negotiation and Networking
Emotional Intelligence
Strategic Thinking
Innovative and Creative
Effective Decision Making
Presentation Skills
Analytical
Report Writing
Stress Management