Key Responsibilities:
Change Management
- Develop and implement an internal change management strategy that aligns with IBG CX’s Culture program and enhances employee engagement.
- Create compelling content for various internal change management channels, including newsletters, intranet, eDM, and announcements.
- Collaborate with teams to gather information and ensure accurate and timely communication of key updates, commercialization activities, and initiatives.
Event Management:
- Plan, coordinate, and execute internal staff events regionally, including thought leadership conferences, CX Day and recognition programs.
- Work closely with external vendors, when necessary, to ensure seamless execution of events.
- Evaluate the success of events and gather feedback for continuous improvement.
- Support the continuation of CX Champs program regionally
Training Program:
- Promote and ensure attendance to training programs that enhance the empathy skills and knowledge of employees within IBG
- Collaborate with subject matter experts to develop training materials and ensure alignment with business goals.
- Monitor and assess the effectiveness of training initiatives, making adjustments as needed.
- Roll out these training programs regionally and ensure participation. Measure success by course ratings and attendance rate.
Contest Management
- Develop and implement year long contest and incentive programs to drive employee engagement and achievement of key performance indicators (empathy, service excellence and customer first culture).
- Analyze contest results and provide insights in contest leaderboards to drive continuous engagement and participation across the region.
- Keep the engagement and excitement levels up throughout the year and showcase interim results
Success Storiese ad Use Cases:
- Interview employees who have exhibited empathy and good customer service; and gather information to create compelling success stories highlighting empathy, and best customer experiences within IBG.
- Collaborate with regional CX leads, marketing and/or leadership teams to showcase success stories through various communication channels.
- Use storytelling techniques to make complex concepts accessible and relatable
Collaboration and Coordination
- Closely collaboration with regional CX leads of all markets to ensure rollout of CX programs, consistent messaging and alignment with CX culture program values.
- Coordinate with the marketing team for design support for CX website and updates to Newsbyte and other market
- Work with vendors where need be to execute on all the above.
Requirements:
- Bachelor's degree in Business, Change management, Communications, Marketing, or a related field.
- Proven experience in internal communications, event management, or marketing within the corporate banking sector.
- Excellent written and verbal communication skills.
- Strong project management and organizational abilities.
- Creative thinker with the ability to develop engaging content and initiatives.
- Ability to work collaboratively in a fast-paced, dynamic environment.
Comments for Vendors: Would require min 7 years of related experience. Preference will be given to those with corporate banking experience or change management consultants or internal communications with agencies working for banking customers
Interested candidates kindly submit your CV in a Word Format to: [email protected]. Only shortlisted candidates will be notify. Thank you.
