Protocols and Communications Executive

A new position has developed to join a high profile client of ours, working as a PROTOCOLS AND COMMUNICATIONS EXECUTIVE in LONDON. The main purpose of this role is to IDENTIFY AND TRANSLATE organisational strategies, objectives and policies in to workable business rules and protocols and ensure these are communicated to and implemented by third party service providers.

ACCOUNTABILITIES

- Act as a champion/owner of the protocols
- Liaison with Policy and Proposition to ensure protocols become Embedded in the new proposition process
- Accept feedback from suppliers and customers to identify gaps in protocols and policy and address these to provide operational guidance to Suppliers
- Identifying and prioritising required protocol changes
- Translating policy changes into workable business rules and practices
- Recommend appropriate channels, formats and templates
- Recommend and implement changes in content production and management process
- Generate new and enhance existing protocol and operational guidelines
- Working with the service providers to deliver business rule/protocol changes to the operational service (to time, quality and cost)
- Ensuring SLAs reflect any changes to the protocols and advising the organisation on change requests from the providers
- Reviewing and evaluating protocol changes and documentation to assess continuous improvement opportunities
- Advise on integration of new channels within the operational Protocols and SD framework
- Understanding and where appropriate, engaging in the development of organisational policy and changes to existing approaches working with others as appropriate (eg policy leads, channel owners, insight manager, customer delivery project managers)
- Working as part of multi-disciplinary project teams ensuring smooth transfers from the organisation to third parties on all new product launches
- Ensuring that delivery partners have the appropriate information to deliver high-quality, current, and comprehensive service to customers eg service updates, changes in legislation/product information/etc

INTERNAL COMMUNICATIONS

- Deliver a Service Delivery internal communications programme including involvement in Corporate Induction, all about us sessions, manage Intranet pages and articles in the staff newsletter.
- Act as the 'voice of the adviser' within the business

EXTERNAL COMMUNICATIONS

- Deliver a cross channel engagement programme for advisers ensuring that protocol and content changes are communicated in relevant timeframes
- Provide Learning and Development Support internally and externally in terms of translating service design into operational delivery

To support the Training Executive in maintaining and developing the online E-learning site

ESSENTIAL CRITERIA

- Expertise of operational policy/business rule and protocol development within an advice focused environment
- Demonstrable expertise of operational metrics, operational levers and quality processes.
- Proven expertise in managing communication updates and delivery with partner organisations
- Ability to process mapping and produce consistent flow diagrams
- High level communication capabilities (verbally and in writing)
- Demonstrable collaborative approach to working
- Understanding of operational strategy and how to identify operational impacts
- Appreciation of a contact centre operational delivery/change management role
- Proven relationship management skills and be able to build productive and influential relationships with key stakeholders.
- Flexibility to travel around the UK or wider (subject to 3rd party provider locations).
- Experience as a consumer facing Technical Writer/Author in a Customer Service Online Environment
- Demonstrated ability to shape products policy information into operational process targeted at a specific audience in an accessible way

Please do not hesitate to apply. If you would like to discuss the position please call Luke.