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Supervisor – Service Delivery

Job Description

This role is responsible for ensuring the implementation of customer satisfaction activities within the region/cluster of stations and the management of the daily operations of the customer service touch points.

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Key responsibilities/Tasks/ Duties

Managerial / Supervisory Responsibilities

  • Supervise and monitor service delivery at service centres and huduma centres within respective region to ensure that customers are served promptly and professionally.

Operational Responsibilities 

  • Ensure staff awareness of and adherence to the service charter, customer service policies, customer service standards, procedure manuals and service centre standard operating procedures.
  • Develop and implement quarterly plans including work plans, workforce management plans and training activities.
  • Coordinate rollout of the Customer Complaints and Feedback Management Process – Monitor customer complaints, feedback, issues, and interactions; review and track resolution.
  • Measure and report performance of all service centres within respective region and assess against goals (ROI and KPIs).
  • Improve efficiency by researching markets and identifying service delivery gaps and potential improvement areas in respective regions then recommending mechanisms to address the findings and initiate corrective action as needed.
  • Capacity Building: Co-ordinate staff training by identifying training needs (technical and skills based), designing and implementing strategies to address these needs and undertake performance coaching.
  • Serve as the intermediary between Service Centre, KRA business departments and Regional Coordinators to ensure service resolution, availability of resources and create an appropriate service environment.
  • Communicate regularly with diverse stakeholders, customers and/or partners to build mutual understanding and trust including co-ordinating and conducting taxpayer outreach initiatives.
  • Co-ordinate implementation of business support initiatives in the region including taxpayer registration and other revenue enhancement initiatives (Debt collection, Nil/Non filer, Advance tax)
  • Ensure adherence to all quality requirements under ISO 9008:2015, ethics and integrity requirements, human resource policies, KRA code of conduct and risk management processes.

Academic qualifications

  • A university degree in Marketing, Communication, Social Sciences, Business Administration or other business-related course from a recognized institution.
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Professional Qualifications / Membership to professional bodies

  • Tax Training, Training in Customer Experience

Previous relevant work experience 

  • Minimum of 3 years work experience in similar role.

Functional Skills, Behavioral Competencies/Attributes

  • Business literacy: Knowledge on Tax and Customs Administration
  • Analytics
  • Personal effectiveness
  • Negotiation and diplomacy skills
  • Knowledge of customer service principles and practices.
  • Coaching and offering psychosocial support

Assistant Manager – Performance Management

The role holder will implement performance management policies, procedures and processes under the guidance of Manager, Performance Management to promote and agile high performance culture.

Key responsibilities/Tasks/ Duties

  • Facilitating dissemination of information on performance management process, procedures and policies.
  • Assisting staff in Performance Contracting, target setting and identification of performance measures
  • Ensuring staff and line managers hold discussions to manage and monitor performance.
  • Preparation of performance management training and sensitization programmes.
  • Reviewing performance improvement plans reports.
  • Participate in performance validation and prepare reports.
  • Train / sensitize staff on performance management and appraisal processes.
  • Prepare and submit performance reports
  • Attending to staff queries on performance contracting and appraisal
  • Reviewing performance contracts and performance evaluation to ascertain quality and objectivity
  • Facilitate the identification of performance improvement initiatives.
  • Vision of logistical and documentation services to the moderation/ validation committees.
  • Preparation of monthly, quarterly and annual reports for their sections/units.

Academic qualifications

  • University Degree in HR or a Post Graduate Diploma in HR Management

Professional Qualifications / Membership to professional bodies

  • Membership to a relevant professional body.
  • Previous relevant work experience required
  • Minimum four (4) years’ experience in Human Resource Management of which one (1) should be at Supervisory Level
  • Experience of performance management in a progressive organization is desirable

Knowledge, Skills & Abilities

  • Strong client focus with ability to build good relationships influence and network
  • Strong communication skills and ability to work effectively with multiple stakeholders
  • Change management skills and experience in driving a high performance culture
  • Willingness to work in an agile environment while adapting agile work principles. Must be at ease with rapidly changing deadlines

Competencies Required

  • Planning and organizing skills
  • Communication skills
  • Analytical skills
  • Problem solving skills
  • Interpersonal relations skills
  • Report writing skills
  • Customer orientation
  • Technological awareness
  • Innovation and creativity
  • Seeing the big picture
  • Delivering at pace.

Assistant Manager, Media Relations & Reputation Management

The Assistant Media Relations and Reputation Management is responsible of facilitating strategic communication to the external public through the Media (both Print and Electronic Media). The job holder functions as a key part of the Authority’s public information team, supporting relations with the media and ensuring effective communication of the Authority’s message through the use of such tools as press releases, media communication kits, Op-Eds, media interviews website articles and publications updates, and managing the Authority’s reputation.  This role also entails sustaining reputation management through key initiatives and activities that will protect KRA’s image through the Media. 

Key responsibilities/Tasks/ Duties

  • Assist in preparing articles and press releases, communication kits for the media.
  • Provide effective and timely responses to public information inquiries from the media;
  • Support and participate in activities to promote media coverage (press conferences, interviews, press seminars and other media engagement activities) of priority issues and major Authority’s events, including development of media strategies and action plans, and initiating proactive media outreach efforts.
  • Develop and sustain partnerships with internal and external partners for successful development and execution of Authority’s media strategy
  • Monitor the media in collaboration with the Media Monitoring Agency, analyse information and prepare reports in order to track outreach, engagement and growth of media coverage of the Authority
  • Media visibility. Achieve highest visibility for in print, broadcast TV and online media outlets.
  • Organize effective, well attended and informative media briefings.
  • Develop of a Crisis Communication Plan; for use by KRA together with Crisis Management Plan in incidents of Crisis;
  • Prepare budgets for Media related/publicity activities or initiatives;
  • Facilitate intelligence gathering on potential negative publicity likely to injure KRA’s reputation;
  • Facilitate strategy & planning meetings with KRA’s Media Agencies;
  • Supervision of staff in the Media Relations Team
  • Address any public relations issues as they emerge.

Academic Qualifications

  • A university degree in Marketing Journalism, Communications, Public Relations or related field from a recognized institution

Professional Qualifications / Membership to professional bodies

  • Public Relations Society of Kenya (PRSK), Marketing Society of Kenya, Chartered Institute of Public Relations (CIPR) or Media Council of Kenya.

Previous relevant work experience required

  • The job holder is to possess 3-4 years’ experience in communication; two of which should be in a newsroom set-up with proof of published articles in print media.
  • Demonstrable hands on experience in reputation management

Competencies Required

  • Excellent communication skills.
  • Creativity – Ability to develop/innovate new techniques.
  • Presentation skills – Excellent written and oral skills.
  • Organizational/Prioritization – Ability to balance multiple projects and demands.
  • Motivated and Self-starter – Can motivate subordinates to take voluntary initiative
  • Excellent editing skills
  • Team Player.


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