Background

The Insurance Regulatory Authority (IRA) is the statutory body mandated to regulate, supervise, develop the insurance industry and protect insurance beneficiaries in Kenya. The Authority is committed to its vision of being the leading insurance industry regulator. Its mission is to effectively regulate, supervise, develop the insurance industry and protect insurance beneficiaries, guided by core values of Accountability and Team Spirit.

Job Specifications

The duties and responsibilities will entail:

• Assisting in implementing the IRA communications & Customer relations policies, strategies, procedures and plans.
• Assisting in planning and implementation of all of the Authority’s internal and external communications and promotional programmes.
• Assisting in identifying events that can enhance IRA’s image or can be used to reach many publics and coordinate IRA’s participation in the same.
• Assisting in managing the Authority’s media relations, including organizing press conferences, coordinating media coverage, and responding to media inquiries.
• Assisting in monitoring and analyse media coverage and public commentary, including traditional and social media, and provide regular reports and recommendations.
• Assisting in managing and updating content on the IRA website and other digital platforms to ensure accuracy, relevance, and timeliness.
• Assisting in organizing and managing press conferences, media coverage and respond to incoming media calls.
• Providing input for speeches, press releases newsletters, reports, journals, and other corporate communication materials and publications and any other presentations as required.
• Gathering information, write articles and edit newsletters, reports, journals and other publicity materials;
• Developing and maintain a database for distribution of IRA’s Information, Education and Communication (IEC) materials.
• Assisting in handling, resolution, and documentation of customer and stakeholder inquiries and complaints.
• Undertaking settlement of customer/ stakeholders queries and inquiries.
• Assisting in implementing and managing customer relationship management (CRM) systems to enhance service delivery and stakeholder engagement.
• Assisting in establishing, developing, and maintaining positive relationships with customers, industry stakeholders, and strategic partners.
• Receiving, recording, maintaining and analysing a comprehensive database of all complaints lodged with the Authority.
• Monitoring all public comments about the organization including social media.
• Undertaking photography and videography at IRA corporate events.
• Assisting in protocol management.
• Assisting in organizing the Authority’s planned events and functions.
• Administering and analysing questionnaires to customers.
• Assisting in administering and analysing customer satisfaction surveys and questionnaires and preparing analytical reports to inform management decisions.
• Assisting in implementing innovative customer service initiatives to keep abreast with emerging customer needs and expectations.
• Supporting implementation of the Authority’s Corporate Social Responsibility (CSR) initiatives and preparing reports.
• Preparing periodic reports on communications, media coverage, customer relations, and stakeholder engagement.

Person Specifications

Bachelor’s degree in any of the following: Journalism, Communication, Public Relations or equivalent qualification from a recognized institution.

OR

Bachelor’s degree in any of the Social Sciences plus a Diploma in any of the following: Journalism, Communication, Public Relations, or an equivalent qualification from a recognized institution.

Graphic design skills is an added advantage.

Proficiency in computer applications.

Competencies and skills

• Communication skills
• Interpersonal skills
• Report writing skills
• Presentation skills
• Conflict management

• Assisting in implementing the IRA communications & Customer relations policies, strategies, procedures and plans.
• Assisting in planning and implementation of all of the Authority’s internal and external communications and promotional programmes.
• Assisting in identifying events that can enhance IRA’s image or can be used to reach many publics and coordinate IRA’s participation in the same.
• Assisting in managing the Authority’s media relations, including organizing press conferences, coordinating media coverage, and responding to media inquiries.
• Assisting in monitoring and analyse media coverage and public commentary, including traditional and social media, and provide regular reports and recommendations.
• Assisting in managing and updating content on the IRA website and other digital platforms to ensure accuracy, relevance, and timeliness.
• Assisting in organizing and managing press conferences, media coverage and respond to incoming media calls.
• Providing input for speeches, press releases newsletters, reports, journals, and other corporate communication materials and publications and any other presentations as required.
• Gathering information, write articles and edit newsletters, reports, journals and other publicity materials;
• Developing and maintain a database for distribution of IRA’s Information, Education and Communication (IEC) materials.
• Assisting in handling, resolution, and documentation of customer and stakeholder inquiries and complaints.
• Undertaking settlement of customer/ stakeholders queries and inquiries.
• Assisting in implementing and managing customer relationship management (CRM) systems to enhance service delivery and stakeholder engagement.
• Assisting in establishing, developing, and maintaining positive relationships with customers, industry stakeholders, and strategic partners.
• Receiving, recording, maintaining and analysing a comprehensive database of all complaints lodged with the Authority.
• Monitoring all public comments about the organization including social media.
• Undertaking photography and videography at IRA corporate events.
• Assisting in protocol management.
• Assisting in organizing the Authority’s planned events and functions.
• Administering and analysing questionnaires to customers.
• Assisting in administering and analysing customer satisfaction surveys and questionnaires and preparing analytical reports to inform management decisions.
• Assisting in implementing innovative customer service initiatives to keep abreast with emerging customer needs and expectations.
• Supporting implementation of the Authority’s Corporate Social Responsibility (CSR) initiatives and preparing reports.
• Preparing periodic reports on communications, media coverage, customer relations, and stakeholder engagement.

• Communication skills
• Interpersonal skills
• Report writing skills
• Presentation skills
• Conflict management
• Graphic design skills
• Proficiency in computer applications

• Bachelor’s degree in Journalism, Communication, Public Relations or equivalent qualification from a recognized institution.
• Bachelor’s degree in any of the Social Sciences plus a Diploma in Journalism, Communication, Public Relations, or an equivalent qualification from a recognized institution.