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HSBC - VP Communications (14+ yrs) |
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Written by MBA Jobs
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Monday, 08 March 2010 |
Head of Global Service Delivery Communication
Customer Segment & Location: Global Service Delivery Employees and Service Centre Heads. Over 35,000 professionals across Service Centres spread across geographies
Locations : India, China, Philippines, Malaysia, Colombo, Poland & Egypt
Role Purpose (overall high level summary of the role)
HSBC Technology and Services (HTS) is a pivotal part of the Group and seamlessly integrates technology and operations. 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 enables the Group to build profitable long-term partnerships with its customers. It offers a seamless proposition through Centres of Excellence (CoE), 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.
Service Centre Communication
As Head of Service Centre Communication, the job holder will be responsible for devising, planning and implementing communications channels and tools for a global employee base providing alignment in brand and messaging of corporate campaigns and goals. The job holder will also be responsible to manage stakeholder relationships, supporting Service Centre Heads and ensuring they provide a consistent message.
To be considered for this role the job holder will need to have solid internal communications experience in a global organisation with the last three years as the Head of a Global Communications Team. A proven manager, with strong leadership capabilities in leading and managing a cross geographic team is required. In addition the candidate will also double hat for the Head of Internal Communications and vice versa.
Principal Accountabilities: Key Activities and Decision Making Areas
Typical KPIs and Targets
Impact on the Business
* To lead and perpetuate corporate messages through internal communication across Service Centres, employee target groups.
* Responsible for the execution of corporate campaigns and initiatives in Service Centres across Global Service Delivery
* Responsible for effective utilisation and execution of channel communication within Service Centres across geographies ( Print, Newsletters, e-magazines, online employee communication, intranet, digital tools etc )
* Responsible for alignment of Brand and messaging
Customers / Stakeholders
* To lead Service Centres Communication in providing Best-in-class services to all stakeholder groups those uphold the highest standards of the Brand.
* Execute corporate campaigns across Service Centres in concurrence with established standards, timelines, and requirements
* Effective relationship management of Centre Heads providing alignment of Brand and messaging for campaigns
Leadership & Teamwork
* To be an active leader and member of the Senior Leadership Team contributing to the realization of the business strategy, goals, and objectives.
* Is the Line Manager for Location Leads.
* To be a role model for people management culture and effectively lead a team of high-potential individuals ( Service Centre Comms. Teams ) across locations and ensure effective delivery / implementation of planned initiatives, completing deliverables.
* Create a meritocratic culture, rewarding high performers and provide training and development opportunities for team members
* Provide effective counsel and guidance to Centre Heads in local implementation and Crisis Communication.
* Double hat for the Head of Internal Communications when required
* Collaborate with the Internal Communication team to provide campaign execution strategies
Operational Effectiveness & Control
* To provide best-in-class services to all stakeholder groups upholding the HSBC brand experience at all times
* Monitor and track service centre deliverables
* Establish effective measurement criteria and processes to assess current and future internal communication initiatives.
* Ensure adherence to Brand guidelines – Brand Custodian.
* Effective cost management of the P&L statement leading to cost efficiencies
* Ownership of the Balance Score Card for Service Centres
* Responsible for monitoring creative and intranet output for Global Publishing Services ( Outsourced )
Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)
* Responsible for implementing corporate campaigns working with a diverse stakeholder group across locations.
* Ability to manage aggressive timelines in a dynamic environment.
* Manages the delivery of messages collaborating with External Comms, CS, Internal Comms, Business Comms and Special Projects
Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
* Direct reportee to the Head of Communications, GSD
* Member of the GSD SLT Team.
* Actively contributes to the GSD comms strategy to deliver key messages and enhance the Brand experience across audience groups.
* Responsible for leading Service Centre Comms. Teams across GSD
* Responsible for upholding the Brand identity in all employee communication efforts
* Responsible for timely counsel and guidance for Centre Heads at all times
* Responsible for double hatting for the head of Internal Communications
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 and functional initiatives
* Responsible for a budget of USD 300K
Headcount Reporting to Role Direct: 14 Indirect: 13
Total:
27
Knowledge & Experience / Qualifications
Minimum of 14 -16 years’ experience in a Communications role, preferably with a global brand of over 50,000 employees with last 3 years as Head of a Gobal Communications team
Has worked in an agency set-up
Proven ability of strong leadership and management skills with the ability to work in a highly complex matrix environment with exceptional stakeholder management and influencing skills
Proven expertise of working and leading in a cross functional team with expereience of working in multiple locations and geographies
Should possess Excellent judgment and good decision-making ability in complex ambiguous situations
Degree in Communication Arts, Marketing, Journalism, and the like or a Post-graduate degree in Management, Communications
Excellent communication skills, both oral and written with Excellent presentation skills and proper use of influencing techniques
Strong knowledge of Internal & External communications, Events, Crisis and Business Communication
Ability to be mobile at the time of recruitment and for future projects and roles
Please send your resume to jpabhishek@searchlight.co.in or abhishek.com@gmail.com or reach me @ (0)9866001402.
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