Chapter Lead Customer Service Direct, Strategy and Communications
Core
Lead the EGM Office for Customer Service Direct, setting strategic direction and driving high-impact delivery across Strategy, Communications, and Events for a 10M+ customer base.
Role type
Senior IC strategy and communications leader
Builds
Strategic narratives, engagement plans, and leadership communications/events
Domain
Retail Banking / Financial Services
Required skills
Strategic planning, team leadership, stakeholder management, business planning (AOP), executive communication, risk management
Preferred skills
Financial services experience, contact centre operations, large-scale operations
Technologies
N/A
Responsibilities
Set strategic direction and priorities for the EGM Office; Lead, coach, and develop a multidisciplinary team; Act as a trusted advisor to the EGM and Leadership Team; Oversee the Annual Operating Plan and quarterly planning cycles; Shape and lead CSD's engagement plan and leadership events; Coordinate delivery of Board and Executive papers
Seniority
Senior, hands-on IC
