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HSBC - AVP Content (10+ yrs)
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Written by MBA Jobs
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Monday, 08 March 2010 |
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Job Code: 13455
Location: 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 – Corporate Campaigns and AVP – Project Management to identify and articulate micro and macro-level corporate messages. Responsible for content on the Intranet and all available communication channels, the candidate should have proven expertise and experience in working with a Creative Team to build, enhance, and sustain the image of HSBC through corporate / functional / CoE campaigns.
Principal Accountabilities: Key Activities and Decision Making Areas
Typical KPIs and Targets
Impact on the Business
* To perpetuate key corporate messages across employee target groups.
* To help impact improved employee engagement and the implementation of business goals.
* Create content that drive the organisation’s strategy and goals.
* Build and maintain content on the SD Intranet, the key channel for the business, and on the other communication channels available.
* Showcase Global Service Delivery to internal and external stakeholders through the various communication channels available.
Customers / Stakeholders
* To ensure that the highest standards of the Brand are upheld in all communications.
* Ensure content on the Intranet and all other communication vehicles (collaterals, digital channels, presentations, etc.) reflect the key messages that support the organisation’s strategy and goals.
* Obtain feedback from employees on the various programmes (e.g. response to campaigns, etc.).
Leadership & Teamwork
* To be an active member of the Corporate Communications Team, contributing to the realization of GSD’s strategy, goals, and objectives.
* To work effectively with the Team verticals (External Communications, Special Projects & Events, Corporate Sustainability, Business Management Communications, Regional Communications, Service Centre Communications, and HTS Communications) and internal stakeholders for their requirements.
* Be seen as a role model and pioneer of the new HSBC culture by leaders, subordinates, and peers.
* Identify and seek opportunities for personal and professional development (e.g. training, seminars, etc.).
Operational Effectiveness & Control
* To manage the content that supports the campaign / activity calendar.
* To ensure that information obtained from MI and measurement mechanisms are used to inform future business strategy in the delivery of key messages.
* Monitor and track content development, and perform regular audits to ensure message consistency and alignment across sites.
Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)
* Responsible for translating the strategy and goals into key messages that are delivered to a wide range audience groups across age brackets, cultures, languages, gender.
* Ability to manage aggressive timelines in a dynamic environment.
* 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 Internal Communications Team and is a direct report of the Head of Internal Communications.
* Actively contributes to the GSD Comms. Strategy to deliver key messages and enhance the Brand experience.
* Creates content that deliver key messages across the audience groups.
* Responsible in ensuring the Brand experience of the employees / internal customers is reflected in the content on all communication channels.
* Responsible for helping ensure that the Brand identity is upheld 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 content on all available communication channels.
Headcount Reporting to Role Direct: 0 Indirect: 0
Total:
0
Knowledge & Experience / Qualifications
* Minimum of 10 years’ experience in a Communications role, preferably with a global brand of over 50,000 employees
* Minimum of 5 years’ experience in Content Management (e.g. in an advertising / PR agency , publishing company, etc.)
* 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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