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HSBC - Project Communications (10+ yrs) |
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Written by MBA Jobs
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Monday, 08 March 2010 |
Head of Internal Communications – Global Service Delivery
Customer Segment & Location:
* Bull’s Eye: GSD Employees (across levels and locations, over 73,000 professionals working out of 6 regions)
* Others: HTS, HSBC Group, Business Partners
Role Purpose (overall high level summary of the role)
About Global Service Delivery
Global Service Delivery is an integral component of HSBC Technology and Services. It anticipates and understands the needs of its customers by offering receptive, responsive, and prompt services which enable the Group to build profitable long-term partnerships with its customers. It offers a seamless proposition through Centres of Excellence (CoEs), which are instrumental in providing customer satisfaction by determining the best location and best practice for a process. The CoEs identify cost intensive practices and re-engineer them to create a winning customer service proposition, thereby maximising cost efficiencies and driving customer advocacy.
Global Service Delivery operates out of 22 Group Service Centres and 117 Regional and Local Service Centres. It has over 73,000 employees spread over 6 regions across the globe.
Internal Communication
The position is responsible for propagating the organisation’s (HSBC / HTS / Global Service Delivery) strategy, goals, and objectives using messages that are cascaded to employees using the most effective and efficient available communication channels. It involves working in conjunction with the AVP – Content and AVP – Corporate Campaigns to articulate and deliver the micro and macro-level corporate messages, reinforce consistency in brand and messaging, and ensure that best-in-class communication initiatives are executed in accordance with the overall strategy and targets. The candidate should have proven expertise and experience in brand management, project management, and has worked in a global organisation with the same scope and scale.
Principal Accountabilities: Key Activities and Decision Making Areas
Typical KPIs and Targets
Impact on the Business
* To perpetuate corporate messages across Service Centres, employee target groups.
* Responsible for the rollout of corporate / functional / CoE initiatives, working with Service Centre Comms., as well as the tracking and measuring of results vs. targets.
* Responsible for effective utilisation and execution of channel management.
Customers / Stakeholders
* To ensure that the highest standards of the Brand are upheld in all communications.
* To maintain and enhance image of HSBC through innovative communications and campaign strategies that uphold the highest standards of the Brand.
* Execute an annual calendar of communication activities.
* Obtain feedback from employees on the various programmes. Monitor, track, and record customer responses.
* Use a streamlined / clutter-free approach that is aligned to the overall Communications calendar.
* Ensures that execution is in concurrence with established standards, timelines, and requirements.
Leadership & Teamwork
* To be an active member of the Internal Communications Team, contributing to the realisation of GSD’s strategy, goals, and objectives.
* To work effectively with the Service Centre Comms. Teams across locations and ensure effective delivery / implementation of planned initiatives, completing deliverables.
* To identify areas for personal and professional development of self and contribute to a high-performance organisational culture.
* Create a partnership and facilitate teamwork with the Head of Service Centre Communication and the Communication Leads in the sites.
* Responsible for tracking and monitoring performance vs. targets in relation to the contract with Global Publishing Services (GPS).
* Be the leadership model in upholding the people management culture of HSBC and effectively leading a team across boundaries.
* Create a meritocratic culture, focusing on a culture of excellence and enhancing it with training opportunities for self and the team.
Operational Effectiveness & Control
* To manage the campaign / activity calendar and leverage the full array of communication channels available.
* To apply sensible cost management on budgets.
* To ensure provision of appropriate MI and measurement mechanisms to inform future business strategy.
* Monitor and track activities, and perform regular audits to ensure message and delivery consistency across sites.
* Establish effective measurement criteria and processes to assess current and future internal communication initiatives.
* Enforce proper use of processes / procedures.
* Communicate and implement service level agreements with customers.
* Ensure adherence to Brand guidelines.
Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)
* Responsible for implementing / executing communication initiatives that deliver key messages to diverse stakeholder and customer groups across locations.
* Ability to manage aggressive timelines in a dynamic environment.
* Manages the delivery of messages collaborating with Service Centre Comms. Teams., managed remotely from one location.
* Compete with the different message / delivery priorities for audience interest, participation, and engagement.
Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
* Member of the GSD Internal Communications Team and is a direct report of the Head of Internal Communications.
* Actively contributes to the creation of plans but focuses on the execution and implementation to deliver key messages and enhance the Brand experience across audience groups.
* Responsible for working with the Service Centre Comms. Teams in implementing the calendar using the plethora of communication channels available.
* Responsible for upholding the Brand identity in all employee communication efforts.
Management of Risk (Operational Risk / FIM requirements)
* Complies with Corporate Communications risk policies and standards and ensures initiatives are in accordance with Group Risk standards and policy.
Observance of Internal Controls (Compliance Policy / FIM requirements)
* Ensures adherence to the Group policies.
* Ensures strict adherence to the Brand Guidelines, by regular checks, continuous monitoring, and ongoing education on the proper use.
* Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
* Complies with the HR Functional Instruction Manual (FIM) requirements ensuring compliance with all relevant policies and control standards.
Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD’000)
* Responsible for the rollout of corporate / functional / CoE initiatives (average of 2 big ticket items per month).
Headcount Reporting to Role Direct: 0 Indirect: 0
Total:
0
Knowledge & Experience / Qualifications
* Minimum of 10 years’ experience in a Communications / Project Management / Brand Management role, preferably with a global brand of over 50,000 employees
* Experience in Client / Account Servicing in an agency (Advertising / PR) must
* Proven expertise in working and leading a cross-functional team in multiple locations and geographies
* Ability to work in a highly complex matrix environment with exceptional stakeholder management and influencing skills
* Excellent communication skills, both oral and written, with excellent presentation skills and proper use of influencing techniques
* Excellent judgment and good decision-making ability in complex ambiguous situations
* Strong leadership and management skills
* Degree in Communication Arts, Marketing, Journalism, and the like
* Post-graduate degree in Management, Communications an advantage
Please send your resume to jpabhishek@searchlight.co.in or abhishek.com@gmail.com or reach me @ (0)9866001402.
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