Communication Lead - Client Experience - Bank

Role Details:

The role of the Communications - CEx is to plan, manage and improve the communications experience of the Bank across all its products, services and offerings by directing, architecting, positioning and standardizing the visual appearance and content tonality of communications across all communication channels - with the primary intent to make the communications journey seamless, easy, fast and transparent for all our external & internal stakeholders.

External :

- Regulatory & Compliance Communications - Support Compliance, Security, Legal & Operation teams to create & cascade all types of regulatory communications to ensure smooth & secure Account continuity for clients.

- Transaction & Life Cycle Journey Communication of Product/Services - Design/produce all types of communications to ensure seamless and smooth operations of the product life-cycle & and its transactional journey across all physical, contactless & digital touch-points of the Bank

- Product Marketing Communication - Support product/business teams to clearly positioning/articulate their product literature across all types communications channels

- Crisis Management Communications - Introduce a crisis management communications manual to support incident/crisis within the Bank by devising standardize templates, decks and other relevant collaterals to support business continuity at all times.

- User Interface Communications (Account Opening Forms, Digital Interfaces, Auto/Canned responses, Complaints Management, IVRs etc.) - Review the interface of all digital banking services/channels to ensure the interface journey is simplified and enriching for our clients. In addition, support clients facing channels with relevant communication templates to systematically engage with clients and improve engagement relationship

- Customer Relationship Management Communications - Support Sales, RMs, KAMs, SRMs and client engagement teams with strategic proposal templates and other innovative literature to periodic pitch product features and services to clients

Internal :

- 'Customer First' Awareness - Design an internal communication framework to educate and increase awareness on good customer experience working alongside functions such as Product Teams, HR, Compliance, Information Security & Policy.

Process & Repository Building (Systems):

- Governance Framework - Create a governance framework to review all external and internal communications of the Bank with clear processes established

- Communications Repository - Build a communications repository to record and track all SMSs, Emails and Print literature of the bank to its correlating systems on which they have been deployed.

Design (Cost Save):

- In-house Design Studio - Introduce an in-house 'Studio' team to design all types of client communications to save on external agency costs.