Insurance Regulatory Authority Assistant Director Jobs in Kenya
Job Purpose
The Assistant Director, Corporate Communications & Public Relations is responsible for developing and implementing strategic communication, public relations, customer experience and stakeholder engagement initiatives that support the Authority’s mandate and Strategic Plan.
The role provides leadership in brand management, media relations, customer service excellence, crisis communication, stakeholder engagement and corporate reputation management.
Key Responsibilities
Corporate Communication and Public Relations
Develop and execute communication strategies, programs and initiatives that support organizational objectives and stakeholder expectations.
Provide leadership in the implementation of media relations strategies across traditional and digital media platforms.
Develop communication plans that enhance the Authority's visibility, reputation and brand positioning.
Coordinate development, production and dissemination of communication and publicity materials.
Customer Experience and Service Excellence
Develop guidelines and facilitate research on service delivery and innovative customer service initiatives.
Coordinate development, implementation and review of the Authority’s Customer Service Charter.
Review complaints, inquiries and compliments and recommend appropriate interventions.
Oversee implementation and review of Customer Relationship Management (CRM) systems.
Supervise implementation of customer relations strategies and service improvement programmes.
Conduct annual customer satisfaction surveys and analyze results.
Brand Management and Reputation Enhancement
Develop and implement strategies to strengthen the IRA brand and corporate image.
Formulate and oversee advertising, media and publicity campaigns.
Support implementation of Corporate Social Responsibility (CSR) initiatives to promote brand visibility and stakeholder goodwill.
Coordinate branding and publicity activities across multiple communication channels.
Crisis Communication Management
Develop and guide implementation of crisis communication plans and procedures.
Manage communication responses during sensitive or crisis situations.
Protect and enhance the Authority’s corporate reputation during challenging circumstances.
Stakeholder Engagement and Partnerships
Develop and implement stakeholder engagement strategies to support advocacy and public awareness initiatives.
Identify, establish and maintain strategic corporate partnerships and alliances.
Coordinate lobbying and stakeholder engagement programmes that advance the Authority’s mandate.
Research and Communication Analytics
Conduct and coordinate research in corporate communication, brand perception and stakeholder engagement.
Analyze customer statistics, complaints, compliments and inquiries and prepare management reports.
Undertake market trend analysis and customer experience assessments.
Use research findings to enhance communication effectiveness and service delivery.
Content Development and Digital Communications
Lead content development, management and dissemination for both traditional and digital media platforms.
Ensure effective communication across multiple stakeholder channels.
Drive
sustained stakeholder engagement through relevant and impactful content.
Events and Corporate Visibility
Plan and oversee the execution of corporate events, stakeholder forums and public engagement activities.
Coordinate activities that enhance corporate visibility and public awareness.
Manage event communication and publicity requirements.
Departmental Leadership and Management
Coordinate preparation, implementation and monitoring of departmental budgets and work plans.
Provide leadership, supervision and performance management within the department.
Ensure achievement of departmental objectives and communication targets.
Qualifications
Applicants should possess either:
Option 1
Bachelor’s Degree in Communication, Journalism, Public Relations or an equivalent qualification from a recognized institution.
OR
Option 2
Bachelor’s Degree in Social Sciences or a related field.
Diploma in Journalism, Communication, Public Relations or an equivalent qualification from a recognized institution.
Additional Academic and Professional Requirements
Master’s Degree in Journalism, Communication, Public Relations, Marketing or an equivalent qualification from a recognized institution.
Certification in Customer Experience Management or an equivalent qualification.
Membership in a relevant professional body and in good standing.
Leadership Course lasting at least four (4) weeks from a recognized institution.
Proficiency in computer applications.
Experience
Minimum nine (9) years of cumulative relevant work experience.
At least three (3) years of experience at the level of Principal Corporate & Public Relations Officer or in a comparable position.
Demonstrated experience in strategic communications, media relations, customer experience management and stakeholder engagement.
Required Competencies
Excellent communication skills.
Strong interpersonal and stakeholder management abilities.
Report writing and documentation skills.
Presentation and public speaking skills.
Conflict management and negotiation skills.
Strategic communication and public relations expertise.
Customer experience and service quality management skills.
Leadership and team management capabilities.
Research, analytical and problem-solving skills.
How to apply
For more information and job application details, see; Insurance Regulatory Authority Assistant Director Jobs in Kenya
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