Background

surance industry regulator. Mission: To effectively regulate, supervise, develop the insurance industry and protect insurance beneficiaries. Core Values: (i)Accountability: -We exercise prudence in use of public resources entrusted to IRA. (ii)Team Spirit: -We work effectively with others across functional lines to a...

Job Specifications

Duties and responsibilities will entail:

• Implementing the IRA communications & Customer relations policies, strategies, procedures and plans.
• Planning and implementation of all of the Authority’s internal and external communications and promotional programmes.
• Identifying events that can enhance IRA’s image or can be used to reach many publics and coordinate IRA’s participation in the same.
• Managing the Authority’s media relations, including organizing press conferences, coordinating media coverage, and responding to media inquiries.
• Monitoring and analyse media coverage and public commentary, including traditional and social media, and provide regular reports and recommendations.
• Managing and updating content on the IRA website and other digital platforms to ensure accuracy, relevance, and timeliness.
• 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.
• Coordinating the handling, resolution, and documentation of customer and stakeholder inquiries and complaints.
• Undertaking settlement of customer/ stakeholders queries and inquiries.
• Implementing and managing customer relationship management (CRM) systems to enhance service delivery and stakeholder engagement.
• 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.
• Undertaking protocol management.
• Organizing the Authority’s planned events and functions.
• Administering and analysing questionnaires to customers.
• Administering and analysing customer satisfaction surveys and questionnaires, and preparing analytical reports to inform management decisions.
• 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

• Three (3) years’ cumulative relevant work experience at the grade of Corporate Communication & Public Relations Officer or in a comparable position.
• Bachelor’s degree in any of the following: - Journalism, Mass 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, Mass Communication, Public Relations or an equivalent qualification from a recognized institution.
• Membership to Public Relations Society of Kenya (PRSK) and in good standing.
• Digital communication and social media management skills is an added advantage.
• Proficiency in computer applications.

Competencies and Skills

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

• Implementing the IRA communications & Customer relations policies, strategies, procedures and plans.
• Planning and implementation of all of the Authority’s internal and external communications and promotional programmes.
• Identifying events that can enhance IRA’s image or can be used to reach many publics and coordinate IRA’s participation in the same.
• Managing the Authority’s media relations, including organizing press conferences, coordinating media coverage, and responding to media inquiries.
• Monitoring and analyse media coverage and public commentary, including traditional and social media, and provide regular reports and recommendations.
• Managing and updating content on the IRA website and other digital platforms to ensure accuracy, relevance, and timeliness.
• 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.
• Coordinating the handling, resolution, and documentation of customer and stakeholder inquiries and complaints.
• Undertaking settlement of customer/ stakeholders queries and inquiries.
• Implementing and managing customer relationship management (CRM) systems to enhance service delivery and stakeholder engagement.
• 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.
• Undertaking protocol management.
• Organizing the Authority’s planned events and functions.
• Administering and analysing questionnaires to customers.
• Administering and analysing customer satisfaction surveys and questionnaires, and preparing analytical reports to inform management decisions.
• 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
• Digital communication and social media management skills
• Proficiency in computer applications

• Three (3) years’ cumulative relevant work experience at the grade of Corporate Communication & Public Relations Officer or in a comparable position.
• Bachelor’s degree in any of the following: - Journalism, Mass 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, Mass Communication, Public Relations or an equivalent qualification from a recognized institution.
• Membership to Public Relations Society of Kenya (PRSK) and in good standing.