Global Communications Leader

2 weeks ago

Toronto, Ontario, Canada Scotiabank Full time

About the Role:

The Senior Manager, Global Contact Centre Communications is a results-focused leader and strategic thinker, responsible for the development and socialization of an integrated communication strategy. This role oversees the execution of agreed-upon tactics to support the Global Contact Centres' key business priorities.

Key Responsibilities:

  • Develop and sustain a comprehensive communication plan that drives consistency across the GCC and aligns with the Global Contact Centres' strategy.
  • Create a rolling annual communication plan for GCC with all key activities pre-planned for the year ahead.
  • Develop key messages that support and reinforce the GCC strategy and reinforce alignment with the Global Contact Centres' strategic priorities; liaise with the countries to support and align messaging.
  • Liaise with the GCC Senior Leadership team to negotiate and finalize timelines and delivery mechanisms to execute the elements of the communication plan.
  • Leverage technology and other tools to deliver a communication plan that considers the Global Contact Centres and considers the 24/7 nature of the business.
  • Prepare monthly, quarterly, and ad hoc Executive communications as needed liaising with VP's and support teams to ensure all relevant details are captured for the specific audience.
  • Streamline and standardize business line branding and positioning, building out brand guidelines and socialize with Contact Centre leaders and communications leads.
  • Collaborate across the GCC and with key partners to communicate strategic priorities and projects impacting the customer and employee experience.
  • Work closely with other Communications teams to share best practices for communication across the network to align key messaging.
  • Educate and inform business lines about the critical role Global Communications plays in the change management process to support the implementation of new products and enhancements.
  • Work closely with all other team members within Contact Centre to ensure that key messages reflect the collective insights drawn from the Team.
  • Provide exceptional communication and change management support for GCC senior executive team and the CBCC.
  • Develop and deliver key communication messages drawn from insights and emerging trends taken from a multitude of forums with the GCC Leadership team and GCC employees globally.
  • Take an organized and disciplined approach to delivering change management communication, ensuring a clear vision and well-articulated plan to achieve the desired outcome.
  • Manage the emergency communication process to deliver critical information during periods of operational/system related degradations and outages.
  • Lead the creative design and development of innovative communication solutions that support superior business outcomes and increased employee engagement. Leverage current and emerging technologies and multi-media platforms to deliver complex ideas in a simple manner to the GCC globally.
  • Leverage communications mechanism within the broader organization to communicate key messages to GCC employees and about the GCC broadly for Global Contact Centres (e.g. Scotiabank Live, Branch Resource Centre).
  • Contribute to and support the Knowledge Management strategy for the GCC.
  • Demonstrate strong team leadership to motivate and sustain individual and team performance.
  • Foster and develop a strong, positive team environment, driving employee empowerment, innovation and a high degree of engagement.
  • Exhibit an ability to listen, negotiate and communicate goals.
  • Identify and support training and developmental needs of team members.
  • Manage staffing requirements and departmental workloads, especially during peak periods.

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