Job Description/RequirementsKey Performance AreasMonitor channel usage trends/ patterns and provide insights on expected trends on volumes, customer behaviour etc.Design and implement initiatives to empower customers to use self-serve channels and drive demand reduction.Implement initiatives to strengthen the existing service infrastructure and support framework.Outline the nature of KRA channels and conduct user analysis todrive organisation and customer value through efficient use of channelsfor service delivery.Drive the service access strategy by increasing access to customer service through leveraging owned and shared infrastructure.Continuously develop and implement a channel prioritization and positioning matrix for customer support.Drive customer engagement initiatives aimed at empowering customers with knowledge on service offering.Develop a service directory aimed at improving customer experienceby addressing inefficiencies such as duplication/ fragmentationRecommend/ highlight opportunities for frontline role enhancementand other resource needs based on user (internal and external) analysisand feedback.Minimum RequirementsBachelor’s degree in Finance, Accounting, Economics, Marketing, Business Administration or any other related fieldA minimum of four (4) years working experience within a Service environment and one (1) at Supervisory level.Have working knowledge of the Authority’s procedures and regulations.Experience in managing projects is an added advantageExcellent written, verbal communication and organizational skills.Have good listening and analytical skills and ability to demonstrate critical thinking.Independent mind with an assertive nature.A team player with strong interpersonal skills and a positive attitude.Note:All applications from interested and qualified candidates must be submitted online via the process below.ONLYshortlisted candidates will be contacted.All applications should be submitted online by15th July 2021.KRA is an equal opportunity employer committed to gender anddisability mainstreaming. Persons with Disability are encouraged toapply.KRA does not charge for application, processing, interviewing or any other fee in connection with our recruitment process.Job Application GuidelinesRegistration:Go tohttps://erecruitment.kra.go.ke/loginand then click on the‘Register’button to start the application process.After registration, you will receive an email enabling you to confirm your email address and complete your registration.Log on:After registration go tohttps://erecruitment.kra.go.ke/loginKey in your username and password then click on‘Log in’to access your account.After successful log in, the system will open the ‘Applicant Cockpit’.Candidate Profile (To create or update applicant detail):On the ‘Applicant Cockpit’ page, go to the tab ‘Candidate Profile’.Click on ‘My Profile’ to create and update your profile.Follow the instructions to complete your profile.The process will end by clicking the tab “Overview and Release”.Ensure you click the check box on the page to complete the profile.Application process:To view the open job postings, click on the tab ‘Employment Opportunities’ on the ‘Applicant Cockpit’ page.Under the heading ‘Job Search’ click the ‘Start’ button to view all available vacancies.Click on the Job posting to display the details of the position.To apply for the position, click ‘Apply’ button at the top of the page.Follow the instructions to complete and submit your application.Kindly note that all mandatory fields must be completed.To complete the process of application, click the ‘Send Application Now’ button after reviewing and accepting the ‘Data Privacy Statement’.In case of any challenges, please send your email query email@example.comIfyou experience any delay in receiving an email notification at the endof the e-recruitment registration process, please refresh your email. Incase of any challenge, please send your query firstname.lastname@example.orgKenyaRevenue Authority does not charge any fee at any stage of therecruitment process (application, shortlisting, interviewing, and/oroffer)
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