Higher Education Loans Board Jobs in Kenya

Higher Education Loans Board Assistance Manager Customer Experience Job in Kenya

Key Responsibilities

  • Formulating and implementing strategies and initiatives that would translate into superior customer
  • 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
  • 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
  • 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


  • 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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