Director, Business Process Re-Engineering And Service Delivery Standards

Recruiter / Employer: Huduma Kenya Secretariat
Contract: Permanent
Salary: Confidential
Status: Expired

Job Description/Requirements

Job Group    HK2
Salary Scale    Kshs. 195,789 – 295,522 p.m
House Allowance     Kshs. 60,000 p.m
Commuter Allowance     Kshs. 24,000 p.m
Extraneous Allowance     Kshs. 40,000 p.m
Leave Allowance     As existing in the Civil Service
Medical Cover     As provided by the Secretariat
Terms of Service     Four (4) Years Contract renewable subject to satisfactory performance

Job Purpose    
The Director, Business Process Re-Engineering and Service Delivery Standards will be responsible to the Secretary/CEO, Huduma Kenya Secretariat for provision of strategic leadership in Public Service Transformation in order to ensure Efficient, Effective, Accessible, Dignified and Citizen-Centric Services are offered through the Huduma Kenya Integrated-One-Stop-Shop Service Delivery Channels.

Requirements for appointment    
For appointment to this grade, a candidate must have:

1.    Cumulative Twelve (12) years relevant working experience in Business Process Re-engineering, Service Delivery Standards, Customer Experience, Public Service Transformation or Research and Development,  three (3) of which must have served as a Program Officer, Business Process Re-engineering or Program Officer, Customer Service and Service Delivery Standards or Program Officer, Channels, Innovation, Research and Development or in a comparable and relevant position in the Public or Private Sector;
2.    Bachelors’ degree in any of the following; Social Sciences, Business Administration/Management, Organizational Design, Public Communications, Public Relations or equivalent qualification from a University recognized in Kenya;
3.    Masters’ degree in any of the following disciplines:- Business Administration, Strategic Management, Public Communications, Public Relations, Organizational Design, or equivalent qualification from a University recognized in Kenya;
4.    Certificate in Business Process Re-engineering or any of the following; Customer Relations/Service, Project Management, or equivalent qualification from a recognized institution;
5.    A Certificate in Leadership or its equivalent qualification from a recognized Institution;
6.    Membership to a Recognized Professional Body in Kenya and in good standing;
7.    Demonstrated managerial, administrative and professional competence in work performance and exhibited a thorough understanding of national development policies, goals and objectives and the ability to relate them to realization of the Big 4 agenda; and
8.    Meet the requirements of Chapter six (6) of the Constitution of Kenya, 2010.

Key Duties and responsibilities
1.    Oversee the deployment of MDACs services across all Huduma Kenya One-Stop-Shop Service Delivery Channels :- Huduma Centres, Huduma Contact Centre, Huduma Champions, Huduma Mashinani, Huduma Global, eHuduma and mHuduma service delivery channels;
2.    Oversee the development and implementation of the Huduma Kenya Customer Service Excellence Policy and Strategy;
3.    the monitoring, evaluation and management of performance of all the Huduma Kenya One-Stop-Shop Service Delivery Channels;
4.    Oversee the development and implementation of appropriate Customer Feedback Mechanisms and ensure maintenance of High Customer Satisfaction levels across the Huduma Service Delivery Channels;
5.    Oversee the infusion of the research and innovation strategy in service delivery across all Huduma service delivery channels for efficiency and optimization of services to meet citizen needs and improvement of service delivery;
6.    Oversee change management initiatives in the improvement of existing services and development of new channels of service delivery;
7.    Oversee Business Process Re-engineering (BPR) initiatives for Ministries, Departments, Agencies and Counties (MDACs);
8.    Coordinate the Huduma Kenya Service Stakeholders for optimal service delivery and the preparation of reports for presentation to the Huduma Kenya Technical Committee (Composed of Principal Secretaries and Chief Executive Officers) and the Summit meeting (Committee composed of Cabinet Secretaries and chaired by H. E. The President); and
9.    Any other duties as may be assigned by the supervisor from time to time.

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