ROLE PURPOSE
Develop and manage a fit-for-purpose framework for Client communication, through gathering and incorporating market intelligence, product knowledge and business needs to design and implement an appropriate communication approach.
- Implementation of a tactical operational Communication framework, processes, systems and performance standards(Internal Process)
- Engage with clients in a client centric manner(Client Services)
- Self-management and teamwork(People)
- Contribute to financial controls and planning(Finance)
OUTPUTS
- Assist in setting the research agenda by highlighting areas of concern and potential opportunities for improvement and optimisation.
- Define methods and techniques to apply in an area of specialisation that is in alignment with area objectives and the operational strategy.
- Develop and disseminate media statements, opinion pieces and feature articles to promote a positive organisational reputation in the market place.
- Liaise with clients and provide information and advisory services to facilitate information dissemination, flow and customer satisfaction.
- Manage the development of standardised client centred scripts for client service processes.
- Participate and contribute to a culture which build rewarding relationships, facilitates feedback and provides exceptional client service.
- Participate in relevant customer or stakeholder forums.
- Plan, conduct and provide feedback on random customer satisfaction audits related to communication of product and solution mix.
- Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
- Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
- Positively influence and manage change and offer specialist support where required.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
- Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
- Take ownership for driving career development
- Ensure effective and efficient administration of operational costs within budget, identify areas of financial risk and escalate
- Implement risk management, governance and compliance processes to identify and manage risks and expose liabilities.
- Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.
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MINIMUM QUALIFICATIONS
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MINIMUM EXPERIENCE
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