Vice President - Internal Communication - BPO

Please find the JD mentioned below:

Role Purpose (overall high level summary of the role)

The role holder is responsible for the development and coordination of Global Service Centres communication support and ensuring messages are aligned across and will:

- Drive employee awareness, understanding and engagement with the global priorities for the Global Service Centres, supporting global businesses and functions

- Encourages visible leadership and dialogue

- Enables employees to discuss, challenge and contribute ideas

- Supports the delivery of organisational change

- Supports the GSC people agenda

The role holder is accountable to the Head of Communications - Global Operations.

Principal Accountabilities: Key activities and decision making areas Typical Targets and Measures

Impact on the Business/Function

- Lead the creation of compelling content and messages using story-telling to engage employees about progress and priorities, aligned to our purpose, strategy and values.

- Lead and develop communications strategies and activities based in GSCs and ensure they support the strategy, values and purpose

- Communicate major transformation initiatives and support transformation programme communications, in collaboration with the relevant project teams, and other communications peers as required

- Monitor and assess the external implications of employee communications campaigns and projects, and collaborate with media relations on external messages to mitigate risks.

- Lead the execution of communications campaigns and projects that support themes, in collaboration with relevant project teams and other global, regional and country communications colleagues.

- Oversee the development and implementation of the GSC communication strategy.

- Strong comprehension of global goals of overall and the Global Service Centres in particular

- Lead and develop high quality, effective communications activities and programmes that meet the communications and business objectives

- Enhance employees understanding and buy-in of the global strategy, initiatives and key messages

- Support the delivery of any organisational change

Customers / Stakeholders

Key stakeholders:

- Engage employees by delivering key messages through appropriate programmes and channels

- Provide insight and counsel to senior management on communications tactics and messaging

- Work collaboratively with communication colleagues in HOST and globally to ensure local employee communications plans are aligned with regional and global communications strategies

- Work seamlessly and collaboratively with other key stakeholders, in delivering of high standard communications plans, and provide them with feedback on communications

- Lead the creation and delivery of compelling content under the direction of the Head of Communications, Global Operations

- Successful partnership on key programmes

- Feedback from key stakeholders

- Successful communications programmes aligned with global business priorities

- Keen understanding of the issues and activities affecting employees and teams in GSCs

- Measure success through a global communications metrics (Snapshot+, Snapshot, Exchange)

Leadership & Teamwork

- Monitor the quality of communications delivery

- Develop and maintain strong relationships on a matrix and virtual basis with key champions, advocates and colleagues to enable effective execution of communication plans globally

- Share best practices and broaden knowledge with the global network

- Anticipate and identify issues that require a communications response and marshal team resources to deliver effective communications

- Personally demonstrate a high standard of values

- Drive a high performance culture

- Foster internal collaboration and connectivity across businesses, functions and geographies

- Deliver communications that are able to motivate and engage employees

- Deepen employees- understanding of organisational change

- Promote an environment that supports diversity and enables employees

Operational Effectiveness & Control

- Ensure adherence to all Communications governance and policies, including Global Standards, FIMs (including the Communications FIM), procedures and governance framework.

- Comply with Group policies and procedures in maintaining all required records

- Operate within employee communications and media relations governance frameworks

- Ensure delivery of employee communications activities within budget and actively find ways to standardise and streamline communications activities to make them more effective and less costly.

- Spend in line with budget and business priorities: no overspend/unapproved spend. Accurate estimates

- No breaches of Global Communications policies or standards

- Ability to withstand audit scrutiny

- Authorised spokesperson and media hospitality rules consistently met

- Effective employee communications measurements, reporting and review mechanisms for the function

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)

- Working with a team across multiple geographies, entities, cultures and time zones

- Ensure the function performs to high standards of operation and delivers projects and campaigns that are successful in meeting their objectives

- Ensure the function is operating at a strategic level providing trusted advice to senior stakeholders. Support those teams who need additional help to attain these standards

- Ensure employees are not overloaded with messages. This involves considerable judgement and highly developed influencing skills as well as strong audience understanding

- Understanding of how to create great content across a variety of channels and formats and have in-depth knowledge about the strengths and weaknesses of each medium. This includes intranet, townhalls, teleconferences, webex and webcasts and video, as well as keeping abreast of new channels and developments in efficacy of these channels

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

- Role holder will report into Head of Communications, Global Operations

- The role holder is expected to act with high degree of autonomy in respect of their day-to-day work but to align their activities with the global framework and escalate to Head of Communications, Global Operations, if needed

- An integrated approach to communications is critically important for the success of as a global bank

- The role holder needs to act decisively in a complex global environment with potentially conflicting priorities that require integration and alignment across diverse cultures and disciplines

Management of Risk (Operational Risk / FIM requirements)

The role holder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

Ensuring all actions consider the likelihood of operational risk and addressing areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls (Compliance Policy / FIM requirements)

The role holder is required to adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

The role holder is also required to implement the global compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term - compliance- embraces all relevant financial services laws, rules and codes with which the business has to comply.

This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Knowledge & Experience / Qualifications (For the role - not the role holder. Minimum requirements of the role.)

- Proven track record in developing, managing and implementing effective communication strategies.

- Ability to contribute strategically to the overall communication response to key campaigns, projects and issues.

- An experienced leader who can consistently deliver superior team performance, identify and develop talent and work collaboratively with peers.

- Experience managing a wide range of internal stakeholder relationships including by matrix and virtually

- Experience leading communications during periods of significant change within an organisation

- Ability to understand business issues and devise communication solutions that deliver results, constructing fresh approaches where appropriate and making connections to other issues.

- Able to work within an ambiguous environment, prioritise and reconcile competing demands and resolve complex issues.

- Experience of managing budgets and cost plans.

Miss Mandeep K Bains
011-40888418