Director Positions – County Public Service Board, Nairobi City

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Director Employee Relations & Welfare

Job Requirement

Academic Qualifications

• Master’s Degree in Human Resource Management/Industrial relations/ Business Administration/Public Policy and Administration or any relevant field
• A Bachelor’s degree in Social Sciences such as Government, Sociology, Public/Business Administration, Human Resource/Personnel Management or any other relevant qualification from a recognized university/institution

Professional Qualifications/Membership to Professional Bodies

• Certified Human Resource Practitioner (CHRP) or Equivalent
• Registered (Licensed) Member of Institute of Human Resource Management

Previous relevant work experience required

• 10 years’ experience in Human Resource Management of which 3 years should be at the level of Deputy Director Human Resource Management or its equivalent in the public or private sector

Job Description

Managerial/Supervisory Responsibilities

• Develop, review, interpret, and ensure implementation of polices rules, regulations, procedures and strategies on Employee Relations & Welfare in the County
• Advice and oversee the planning, organizing, coordination and administration of all Employee Relations & Welfare activities within the county sectors and departments in accordance with the delegated instrument of the Nairobi County Public Service Board.
• Development and Review Policies and Programmes on Employee Relations & Welfare in the county.
• Liaison on industrial relations matters in the County to Promote harmonious labour relations 
• Providing advisory services to county departments on legal implications of administrative actions in relation to the Labour Laws and the Collective Bargaining Agreements;
• Provide Employee Development & Counselling Assistance Programmes to enhance Performance & Productivity
• Advise and ensure the Implementation of OSHA & WIBA in the County by streamlining the Occupational, Safety & Health as well as the Work Injury Benefits policies & programs in the county
• Monitoring and make recommendations on Compliance with all relevant Legislations
• Implementing the County Medical scheme by ensuring operationalization of a comprehensive Medical Insurance Cover to cater for Occupational, Safety & Health risks affecting county staff;
• Train and Sensitize County staff on the benefits of the County Medical scheme and to facilitate empowerment of the county staff in driving their health;
• Develop strategies for best practice in Employee Welfare & Relations 
• Collaborate in the Development and Implementation of the Public Service Sector Annual Development Plan, Sector work plans, Sector budget, County Personnel Budget and the Procurement Plan, the Performance Contracts and Targets and Staff Performance Appraisals.
• Advice the County Chief Officer on technical matters in relation to Employee Relations & Welfare and the Labour Laws

Operational Responsibilities

• Performing all HR-related duties and responsibilities in liaison with the Chief Officer and County Public Service Board
• Leading the Employee Relations & Welfare teams.
• Preparing agendas for deliberation to County Human Resource Management Advisory Committee and submission of recommendations to the County Public Service Board.
• Preparing regular reports and; attending the Executive and County Assembly Labour Committee Meetings.
• Operationalizing and monitoring Employee Welfare & Relations policies;
• Implementation of recommendations of various Baseline Surveys: – Employee Satisfaction, Work Environment, Drug and Substance Abuse and Training Needs Assessments.

Director – County Records Management

Job Requirement

• Served in the grade of Deputy Director of Records Management or any other relevant and comparable position in the Public Service for a minimum period of (3) years;
• Bachelor’s degree in information Science/ Archives and Records Management or in any of the Social Sciences from a recognized Institution; Masters’ degree would be added advantage
• Shown outstanding professional competence and administrative ability in the management of the records function;
• Be a member of a recognized professional body;
• A clear understanding of the County Development goals, policies and priorities and the role of records management in their actualization;
• A clear understanding in electronic and document records management systems and digitization processes;

Job Description

• Implementation of Records Management Policy and Procedures Manual;
• Initiation development, interpretation and implementation of records management policies and procedures;
• Supervise guide and develop staff working under the office of County Records Management;
• Prepare and submit budget estimates for the section;
• Training and career development projections, needs assessment for records management units;
• Ensure security of documents and associated facilities for records;
• Ensure quality management of records according to relevant ISO standards;
• Initiate and plan for records management projects; 
• Be accountable for deployment of Records Management officers;
• Be the liaison officer on Records Management officers with external stakeholders of the function
• Advice and implement on an efficient and effective electronic Records Management system for the county.

Director – CEC Secretariat

Job Requirement

For appointment to this grade, an Officer must have: –

• Served in the grade of senior management or any other relevant and comparable position in the Public Service for a minimum period of ten (10) years;
• A Bachelor’s degree in Social Sciences, Public Administration, and/or Management from a recognized Institution; Masters’ degree would be an added advantage
• Be a member of a recognized professional body; Preferably the Institute of Certified Secretaries (or intermediate level of certification for the same) or any other body related to matters of Administration (CIS, KAPAAM/AAPAM, etc).
• Hold certificate in Senior Management or its equivalent course of not less than four weeks from the Kenya School of Government and
• Certificate in Strategic Leadership Development Program or its equivalent course of not less than four weeks at the Kenya School of Government
• A clear understanding of the government procedures as well as the County’s Development goals, policies, laws and priorities;
• Knowledge and clear understanding cooperate governance and boards management systems and processes and the coordination and management of executive meetings;
• Shown outstanding, professional competence and administrative ability in governance and government systems.
• Be of good standing on matters of integrity assurance and confidentiality
• Good command of the official corporate language, strong communication and problem solving skills and ability for multi-tasking

Job Description

• Attendance to and recording of proceedings of County Executive Committee, County Chief Officer’s and other Executive meetings on behalf of the County Secretary.
• Maintain custody of all records, proceedings, documents and information from the County Executive Committee
• Timely communication of resolutions and policy direction of the meetings to all relevant offices and sectors within the county.
• Make follow-ups on implementation of meeting resolutions for the office of the County Secretary
• Supervising the County Executive Committee Clerks in the performance of their duties.
• Processing, advising and ensuring well-researched and structured County Executive Committee Memoranda.
• Link and coordinate various county sectors to understand the CEC decisions for purpose of seamless implementation of the same.
• Preparation and submission of quarterly and annual performance contract reports of the County Executive Committee Clerks.
• Preparation and submission of mid-year annual performance Appraisal system reports of officers in the County Executive Committee secretariat.
• Offer logistical support to the CEC on matters communication, meeting management and CEC retreats.
• Prepare and collate travel documents for County Executive Committee Members whenever they are to travel abroad.
• Effective and efficient management and reporting of the departmental budgets and work plan
• Any other duty as may be assigned by the County Secretary.

Director Customer Service

Job Requirement

• Bachelor’s degree in Communication, International Relations, Marketing, or a related field
•  A Master’s degree will be an added advantage.
• Have relevant experience of not less than three (3) years at senior Management level
•  Seven (7) years of experience in customer service or related roles.
•  At least 5 years in a leadership or managerial position.
•  Experience in strategic planning, customer relationship management (CRM), and service operations.

SKILLS & COMPETENCIES

• Leadership & Team Management – Ability to lead and motivate large customer service teams.
•  Customer Experience (CX) Strategy – Expertise in developing and implementing service strategies.
• Communication & Problem-Solving – Strong ability to resolve customer issues and improve satisfaction
• Data Analysis & CRM Tools – Proficiency in customer analytics, call center metrics, and CRM software.
• Process Improvement – Experience with Six Sigma, Lean, or other process optimization methods.
• Tech-Savvy – Familiarity with AI chatbots, automation, and digital customer service platforms.
•  Interpersonal & Conflict Resolution – Ability to handle escalations and build customer trust.

Job Description

• Oversee all customer service operations, including supervising and mentoring customer service managers, team leads, and staff.
• Promote a customer-first mindset across the organization and instill customer service values within the team.
• Define key performance indicators (KPIs) and measurable goals for the customer service team to achieve operational excellence.
• Organize and oversee training programs for customer service representatives to ensure they have the necessary skills to deliver high-quality support.
• Create and implement long-term strategies that improve customer satisfaction, retention, and loyalty.
• Analyze trends in customer feedback and complaints to identify areas for improvement in service offerings or products.
• Ensure that the company provides seamless support through multiple channels (phone, email, live chat, social media, etc.).
• Develop and execute strategies to enhance customer retention, reduce churn, and increase repeat business
• Work cross-functionally with other departments (e.g., marketing, sales, IT) to ensure the customer experience is consistent, streamlined, and aligned with the brand’s values.
• Design and maintain systems for capturing and analyzing customer feedback, including surveys, focus groups, and customer reviews.
• Ensure prompt and effective resolution of customer complaints and issues, aiming to turn negative experiences into positive outcomes.
• Monitor and manage day-to-day customer service operations, ensuring timely and accurate responses to inquiries.
• Develop the department’s budget and allocate resources effectively to ensure operational efficiency.
• Prepare and present reports on customer service performance to upper management, highlighting achievements, challenges, and areas of improvement.
• Ensure that service levels meet or exceed the company’s expectations by regularly auditing and reviewing customer service calls and interactions.
• Oversee the recruitment of customer service personnel, ensuring a strong and qualified team.
• Set clear objectives and performance expectations for team members, conducting regular evaluations and providing constructive feedback.
• Implement strategies to keep the team motivated and engaged, improving morale and reducing turnover.
• Identify, implement, and optimize the use of customer service technologies (CRM systems, helpdesk software, live chat platforms) to enhance service delivery.
• Develop and promote self-service tools, such as FAQs, knowledge bases, and automated systems, to empower customers and reduce support volume.
• Use customer data and analytics to make informed decisions and improve service delivery processes.
• Contribute to strategic business planning and decision-making by representing customer service perspectives and insights.
• Create and implement policies and procedures that govern customer service operations, ensuring consistency and best practices.
• Ensure that customer service activities comply with all relevant industry regulations, standards, and company policies.
• Act as a point of contact for high-level or complex customer service issues that require senior management attention.
• Manage customer service communications during crises or service disruptions, ensuring that the customer experience remains as positive as possible.
• Regularly track and assess customer satisfaction through surveys, NPS (Net Promoter Score), and other measurement tools.
• Provide regular reports on customer service performance, highlighting trends, customer insights, and actionable recommendations.
• Research and monitor competitor customer service practices and industry trends to maintain a competitive edge.
• Manage the customer service department’s budget and ensure cost-effective delivery of services.
• Allocate resources appropriately based on the volume of customer inquiries and service demands.
• Serve as the voice of the customer in organizational decision-making processes, ensuring customer needs are represented and prioritized.
• Foster strong, long-term relationships with key customers and stakeholders, contributing to customer loyalty and business growth.

Director Human Resource Development & Employee Performance Management

Job Requirement

Academic Qualifications

• Master’s Degree in Human Resource Management/Industrial relations/ Business Administration/Public Policy and Administration or any relevant field
• A Bachelor’s degree in Social Sciences such as Government, Sociology, Public/Business Administration, Human Resource/Personnel Management or any other relevant qualification from a recognized university/institution

Professional Qualifications/Membership to Professional Bodies

• Certified Human Resource Practitioner (CHRP) or Equivalent
• Registered (Licensed) Member of Institute of Human Resource Management

Previous relevant work experience required

• 10 years’ experience in Human Resource Management of which 3 years should be at the level of Deputy Director Human Resource Management or its equivalent in the public or private sector

Job Description

Managerial/Supervisory

• Develop, review, interpret, and ensure implementation of polices, rules, regulations, procedures and strategies on Human Resource Development and Employee Performance Management in the County Government.
• Develop and implement the Human Resource Development programs in the county
• Oversee the planning, organizing, coordination and administration  of all Human Resource Development activities in the County in accordance with the delegated instrument by the Nairobi County Public Service Board.
• Advice on Capacity Building in the County
• Oversee internship and attachment programmes.
• Maintain standards set in the Career Progression Guidelines for the County Public Service.
• Develop strategies for best practice in human resource Development and Employee Performance Management
• Collaborate in the development and implementation of the Public Service Sub Sector Annual Development Plan, Sector work plans, Sector Budget, County Personnel Budget and the Procurement Plan and the Performance Contracts and targets.
• Advice the County Chief Officer on technical matters in relation to Human Resource Development, Employee Performance Management and the Labour Laws
• Promote harmonious labour relations
• Advise on policy direction on Performance Management in public service sub sector
• Coordinate the process of performance management in the public service sub sector
• Provide logistical and technical support to ad-hoc negotiations and evaluation team
• Collaborate in Monitoring performance to ensure that the contracting parties are within the parameters of the agreed performance targets
• Ensure maintenance of Human Resource Development and Employee Performance Management records.

Operational Responsibilities

• Performing all HR-related duties and responsibilities in liaison with the Chief Officer and the County Public Service Board
• Leading the Human Resource Development and Employee Performance Management teams.
• Making recommendations on Staff Training and Development of the Nairobi City County
• Preparing agendas for deliberation to County Human Resource Management Advisory Committee and submission of recommendations to the County Public Service Board.
• Preparing regular Human Resource Development and sector Employee Performance Management reports and; attending the Executive and County Assembly Labour Committee Meetings.
• Operationalizing and monitoring of the Human Resource Development and Employee Performance policies;
• Implementing recommendations of various Baseline Surveys: – employee satisfaction, work environment, drug and substance abuse and Training Needs Assessments.
• Coordinating with other sector directorates in ensuring smooth implementation of the Performance Contract and the appraisal process;
• Sensitizing /Inducting concerned parties into the process of performance management
• Coordinating implementation and Evaluation of performance management systems in the sector;
• Reporting progress on development and implementation of performance contracts in the public service and promoting public participation in performance management

Director Employee Compensation & Benefits

Job Requirement

Academic Qualifications

• Master’s Degree in Human Resource Management/Industrial relations/ Business Administration/Public Policy and Administration or any relevant field
• A Bachelor’s degree in Social Sciences such as Government, Sociology, Public/Business Administration, Human Resource/Personnel Management or any other relevant qualification from a recognized university/institution

Professional Qualifications/Membership to Professional Bodies

• Certified Human Resource Practitioner (CHRP) or Equivalent
• Registered (Licensed) Member of Institute of Human Resource Management

Previous relevant work experience required

• 10 years’ experience in Human Resource Management of which 3 years should be at the level of Deputy Director Human Resource Management or its equivalent in the public or private sector

Job Description

Managerial/Supervisory

• Develop, review, interpret, and ensure implementation of polices, rules, regulations, procedures and strategies on Compensation and Benefit in the County Government
• Oversee the planning, organizing, coordination and administration of all Employee Compensation and Benefit activities within the county sectors and departments in accordance with the delegated instrument by the Nairobi County Public Service Board
• Collaborate in the Development and Review of Compensation and Benefit policies and programmes in the County
• Oversee the management of the Integrated Payroll and Personnel Database (IPPD) system in the county;
• Preparation of payroll data, remuneration, statutory deductions and retirement benefits in the County Public Service.
• Collaborate in the Development and implementation of the Public Service Sector Annual Development Plan in line with the County Integrated development plan (CIDP)
• Collaborate in the Development and implementation of Sector Budget, County Personnel Budget and Procurement Plan, work plans, performance contracts targets and staff performance appraisals.
• Advice the County Chief Officer on technical matters in relation to Employee Compensation & Benefits and the Labour Laws
• Promote harmonious labour relations in the county.
• Ensure maintenance of all Payroll records.
• Develop strategies for best practice staff Compensation and Benefit and Advice on Compensation and Benefit issues in the County

Operational Responsibilities

• Performing other HR-related duties and responsibilities in liaison with the Chief Officer and County Public Service Board
• Leading the Employee Compensation & Benefits teams.
• Collaborate in Controlling Expenditure in line with the approved budgetary votes;
• Preparing agendas for deliberation to County Human Resource Management Advisory Committee and submission of recommendations to the County Public Service Board.
• Preparing regular reports and attending the Executive and County Assembly Labour Committee Meetings.
• Operationalizing and monitoring of County Compensation & Benefits policies;
• Implementing recommendations of various Baseline Surveys: – employee satisfaction, work environment, drug and substance abuse and Training Needs Assessments.

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