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Higher Education Loans Board

Expression of Interest

Provision of Baseline Survey on Customer Satisfaction, Employee Satisfaction and Work Environment Surveys

Tender Ref: HELB/EOI/08/2011/2012

The Higher Education Loans Board is a state corporation whose mandate is to source for funds and provide loans,
scholarships and bursaries to Kenyans studying in recognized institutions of higher learning.

HELB has embarked on a comprehensive undertaking in the improvement of its corporate image and service delivery to
its customers, stakeholders and the general public. HELB intends to enlist consultancy services to determine the level of
satisfaction of its customers.

HELB’s customers include beneficiaries of the university student’s loans scheme, universities, the staff, service providers, media, parents and the general public.

HELB thus invites Expression of Interest (EOI) from consultancy firms to provide consultancy services for its customer
satisfaction, employee satisfaction and work environment surveys.

Interested eligible firms must provide the following:

• Detailed company profile including CV’s of key staff demonstrating technical capability to undertake the assignment.
• Proof of having conducted assignments of similar nature with reputable clients (at least 3) for the last 3 years.
• Must submit copies of valid tax compliance certification and Certificate of incorporation/Registration.
• Proof of financial capability to undertake the exercise.
• Letters of recommendation from at least three (3) major clients in the last three (3) years.

The Expression of Interest shall be enclosed in a plain sealed envelope clearly marked: ‘’HELB/EOI/08/2011 – 2012:
BASELINE SURVEY ON CUSTOMER SATISFACTION, EMPLOYEE SATISFACTION AND WORK ENVIRONMENT’’ and
deposited in the Tender Box at Anniversary Towers 19th floor, University Way or sent by post to:

The Chief Executive Officer/Secretary
Higher Education Loans Board
P.O. Box 69489 – 00400
Nairobi

so as to reach not later than Friday 10th February 2011 at 11.00 a.m.

The EOI’s submitted latter than the indicated closing date and time shall be automatically disqualified.

Opening of the submitted Expressions of Interest will take place immediately on the same date in the main boardroom.

Position: Intern Customer Care Executive

We Hire Character and Train Skills

Reports to: Communications and Corporate Affairs Manager

GBC offers flexible ICT web solutions in web design, web based Monitoring and Evaluation (M & E) systems and reporting tools, mobile web applications, domain registration, web hosting, social media and internet marketing and other web design services with professional project delivery and expert advice.

We assist clients improve organizational and individual performance by leveraging well-managed ICT infrastructure, backed up by expert support and advice.

We aim at being the ICT web solutions provider of choice in Eastern Africa based on our client approach.

Education & Skills:

• A Bachelor’s degree/ diploma in communication, public relations, front office or equivalent training in Hospitality.
• Knowledge and experience in IT industry operations.
• A confident and determined demeanor.
• A minimum  of 6 months work experience
• Vibrant personality with high integrity standards
• Excellent communication skills.
• Courtesy, tact and ability to work effectively in a team environment
• Excellent inter-personal skills; reliable, enthusiastic and upbeat personality Good typing speed.
• Able to promote and initiate work processes and complete given assignments with minimum supervision and to possess a high sense of confidentiality and initiative.
• Any qualification in IT is an added advantage

Roles and Responsibilities:

• Respond to incoming emails, letters, phone calls and live chat.
• Receive visitors and accord them necessary support.
• Going through the dailies to identify potential partners or suppliers.
• Taking minutes for internal meetings and data entry where necessary.
• Offering support to clients in using our online portals.
• Scheduling meetings as required.
• Resolve client concerns and complaints within the stipulated company hours.
• Modify and improve filling systems, or implement new filing systems.
• Maintaining proper filing records for all Administration Department.
• To work in co-operation with other staff members to ensure that the aims of the company are achieved.
• Any other duties assigned.

Kindly submit your cover letter and CV to careers@gbc.co.ke addressed to the Operations Director by 22nd January, 2012.

GBC is an equal opportunity employer

www.gbc.co.ke and www.gbckenya.net

Ministry of Regional Development Authorities

Request for Proposal

Provision of Consultancy Services on Customer Satisfaction Survey

Tender No: MRD/07/2011 – 2012

The Ministry of Regional Development Authorities was established under the Presidential Circular N03/2003 on the organization of the government and mandated to provide policy guidance, enhance capacity building and support for Regional Development Authorities.

The Ministry hereby invites Proposals from competent consulting firms with relevant experience and skills to carry out a survey to assess the level of satisfaction of her customers. Bidders are requested to provide information in their technical proposals indicating their suitability to perform the assignment by show of relevant documentary evidence of past similar accomplishments.

The survey will be carried out at the Ministry Headquarters and its Regional Development Authorities.

Other Eligibility Requirements Include:-

1. Detailed company profile which must include PIN and VAT registration as well as a copy of tax compliance certificate.

2. Names of lead consultants (one of whom must possess at least a Masters Degree in Social Sciences).

3. Details of similar assignments undertaken recently for equally big organizations with proof.

The overall objective is improving customer satisfaction in order to achieve optimal performance from her staff and retain high levels of satisfaction to both internal and external customers.

The Ministry has given this survey a priority in order to ensure improvements of the following as indicated in her Service Charter:-

1. Quality and timely service.

2. Access to relevant information and feedback.

3. Confidential handling of information provided.

4. Courteous and timely response to requests, complaints and inquiries.

The Request for Proposal document may be obtained by interested firms from the procurement office situated at 15th floor, NSSF Building, Block A Eastern Wing during normal working hours upon payment of a non-refundable fee of Kshs. 5,000 (five thousand shillings only) in cash at cash office.

The Technical and Financial Proposals should be submitted in sealed separate envelopes that are clearly marked and placed in an outer envelope clearly marked “Consultancy Services and Tender No.” bearing no indication of the bidder.
The sealed envelope should be addressed to:

The Permanent Secretary
Ministry of Regional Development Authorities
NSSF Building
P.O Box 10280 – 00100
Nairobi

Or

Be deposited in the Tender Box on 15th Floor so as to be received on or before 8th February, 2012 at 10.00 am.

Opening of the Technical Proposals will take place immediately thereafter in the Boardroom on 20th floor in the presence of the Consultants who wish to attend.

The Government reserves the right to accept or reject any application and is not bound to give any reasons for acceptance or rejection thereof.

Head, Supply Chain Management
For: Permanent Secretary

Job Title: Customer Service Representatives – Contract, Various

Job Summary    

The Purpose of this job is to:

• Process all counter transactions, record keeping and ensuring physical cash held at any given time balances with General ledger account
• Cross sell Banks products
• Maintain a healthy business environment through strict compliance with Money Laundering Prevention guidelines

Task & Responsibilities

• Processing of Receipts and payments of notes and coins for all accounts following the banks policies and operations procedures
• Ensure that there is sufficient cash balance in the till to serve customers
• Receiving of Bankers Cheques Instructions
• Ensure that all instruments received are stamped with appropriate date stamps
• Ensure that all lodged items are verified by the Cash officer
• Ensure that all debit vouchers used to debit customer accounts are signed according to mandate
• Track customer complaints and follow up with CSO to ensure their resolution within agreed time frames
• Ensure that any withdrawals into accounts without sufficient balances are approved by the relevant authorities before posting of the same
• Ensure that all cash receipts are printed
• Ensure that cash is balanced within acceptable time period and thereafter locked in safe
• Report any cash shortages or excesses to the Cash officer immediately it is discovered
• Ensure that the cash on hand book is fully and accurately filled and signed by officer on a daily basis
• Ensure that cash in till, date stamps and all security documents are locked in the strong room at the end of each day
• Submit day’s vouchers and detailed listing to the Cash officer at the end of each day and ensure the same are stitched on a daily basis
• Maintain the security and confidentiality of the bank and customer information
• Ensure high standards of customer service by achieving the set service standards
• Maintains assigned cash holding limit and tie the money in appropriate bundles and have the same sealed and signed.
• Maintains current knowledge of Retail Banking products, including benefits and features, in order to recognize customers’ needs and refer to the appropriate Bank personnel
• Cross sell banks products and achieve the bank’s Sales Targets

Job Specifications (Qualifications and Training)    

Qualifications & Training:

• A University Degree from a recognized university.
• Customer care &/or Sales training
• Well versed in various banking products
• Computer literacy is essential

Skills & Attributes:

• Gets satisfaction from making a difference and exceeding customer expectations
• Enthusiastic and passionate about service
• Strong customer orientation
• Excellent interpersonal, problem solving / communication skills – both written and oral
• Self-driven and highly motivated, adaptable to change in a rapidly changing environment
• Ability to establish and maintain effective relationships with other staff and customers.
• Well versed with bank processes and products

If you believe you are the right candidate for the above position and can clearly demonstrate your ability to meet the above criteria, submit your application with a detailed CV, to HR.Dept@abcthebank.com  on or before 4th November 2011.

Job Title: Personal Banker

Job Summary    

The purpose of this job is to:

• Grow personal banking business through acquisition of new customers and maintenance of existing customer.
• Cross-selling to existing customers and converting sales leads and walk-in customers to new customers.

Tasks & Responsibilities 

• Meet personal banking sales targets both in number of accounts and volume and deposits through cross selling to existing customers and recruiting new customers.
• prepare target audience lists and sales call plans; implement and make call reports
• Identify business development opportunities
• Interview prospective customers and assist them select an appropriate account to meet their needs.
• Assist the customer in perfection of account opening documentation
• Receive, verify and certify against original; all account application documents and forms from customer.
• Check and verify the accuracy, completeness of the documents against the checklist provide according to product lines; KYC/AML compliance requirements
• Request for searches where necessary
• Interview the customer and complete interview sheet
• Communicate to customers on accounts declined
• Receive, record and deliver ATM card pin mailers to customers
• Organise sales promotional activities, in-branch displays and other promotional matters
• Handling and monitoring customer enquiries and complaints effectively to ensure retention and loyalty
• Processing safe custody requests
• General Banking hall management

Job Specifications (Qualifications and training)    

Qualifications & Experience:

• A University Degree in either Marketing of Business Management
• Proven record in the delivery of business targets
• Must have worked in the bank for at least 1 year in various departments.
• Well versed in the Bank’s products (state the products of services)
• Computer Literacy is essential
• Must have a passion for sales.

Skills and Training:

• Excellent communication skills both written and speaking
• Sales and negotiating skills
• Team building and leadership skills
• Customer Service skill
• Analytical and problem-solving skills
• Proven planning, co-ordination and time management skills
• Well versed with KYC/AML compliance requirements
• Well versed with Personal Banking products

If you believe you are the right candidate for the above position and can clearly demonstrate your ability to meet the above criteria, submit your application with a detailed CV, to HR.Dept@abcthebank.com  on or before 4th November 2011.