Chapter Lead Customer Service Direct, Strategy and Communications
Core
Lead the EGM Office for Customer Service Direct across Strategy, Communications, and Events to shape strategic direction and drive high-impact delivery for a 10M+ customer base.
Role type
Senior Strategy and Communications Leader
Builds
Strategic plans, engagement programs, and leadership communications for a retail banking contact center division
Domain
Financial Services / Retail Banking
Required skills
Strategic planning, team leadership, stakeholder management, financial services knowledge, event management, business planning, executive communication
Preferred skills
Contact center operations experience, large-scale operations experience, risk mindset
Technologies
None stated
Responsibilities
Set strategic direction and priorities for the EGM Office, lead 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 the engagement plan for communications and events, oversee leadership communications and events, coordinate Board and Executive papers, build relationships with stakeholders
Seniority
Senior, hands-on IC with leadership responsibilities