08 Sep 2021

Job Purpose:

      Responsible for managing and engaging with the SEC stakeholders (physical and digital) across different platforms including but not limited to the telephone and other digital platforms in a   way that enhances the reputation and positioning of the SEC.


       Some Key Accountabilities & Responsibilities:

  • Respond to all frontline enquiries in a courteous and professional manner.
  • Track analytics and create reports detailing successes and failures of communications campaigns.
  • Proactively assist in successfully executing events of the SEC (end to end support).
  • Prepare and present high level service quality/customer experience reports.
  • Generate regular customer insights reports based on key trends, feedback, and insights to inform management decisions and strategies.
  • Serve visitors by greeting, welcoming, directing and announcing them appropriately and assisting them in a friendly and professional manner.
  • Answer phone calls by screening and forwarding any incoming calls and provide basic information when needed.
  • Provide appropriate responses to questions and address complaints by referring them to the right offices once they are beyond your capacity.
  • Create and maintain updated documents and spreadsheets.
  • Receive letters, sort daily mail/deliveries/couriers, packages etc. and distribute them.
  • Keep front desk tidy and presentable with all necessary materials (pens, forms, paper etc.) and observe professional etiquette.
  • Maintain security by following procedures and controlling access (monitor logbook, issue visitor cards) etc.

      Educational, Professional Qualification and Experience

  • First Degree in Business Administration- Marketing and Communication, Human Resources Management, Social Sciences or related field.
  • Must have completed National Service.
  • A minimum of 1 year post work experience customer service delivery in a reputable organisation.

      Technical, Managerial & Behavioural Skills Required for The Available Positions:

  • Knowledge of trends in the use of digital tools to engage different audiences and enthusiasm to learn more.
  • Competent knowledge of all different digital channels (including social media) tools and best practices.
  • Ability to work both in a team and independently.
  • Competent knowledge of the laws, rules, regulations, and guidelines relating to the securities market operations.
  • Knowledge and experience in securities market operations.
  • Computer literate and IT skills (Word, Excel, and Power Point etc.)
  • Excellent writing and report writing skills.
  • Excellent planning skills including prioritising of activities.
  • Good team player and team building skills.
  • Trustworthiness – ability to conduct self in a manner which elicits trust, respect and confidence.
  • Good communication – verbal and written skills.
  • Good interpersonal skills.
  • Ability to work under pressure and meet deadlines.
  • Strong ethical and professional skills.
  • Able to exercise good discretion and exhibit a high sense of integrity.