Communications Manager
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Develop and implement annual business plans for the L&A CARE Team, which support the unit’s strategic business plans.
- Drive the design, development and implementation of an effective L&A CARE Team and related processes and tools, which proactively address language, culture, industry, and transaction handling needs of Operations.
- Communicate clearly and effectively the L&A CARE Team to both Client and Operations/Support Groups.
- Drive the continuous improvement of the L&A CARE Team’s Programs based on quantitative and qualitative analysis of established goals, the performance results, and best practices in the industry.
- Conduct orientation to newly-promoted team members
- Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary
- Ensure process compliance in the implementation of the L&A CARE Team’s Programs.
- Represent L&A accounts in clients’ meetings regarding the L&A CARE Team’s Program.
- Perform other tasks that may be related to the L&A Soft Skills Program.
- Perform other tasks assigned by Account Operations, Training and Quality.
- Validate the effectiveness of the L&A CARE Team’s Programs through continuous performance analysis based on well-defined measurable targets. Allowing growth through proactive solutions.
- Collaborate with L&A CARE Team and Quality Teams to identify job-related language & communication issues
- Implement creative projects/activities that will promote better soft skills across the Business Unit
- Analyze and report data on program evaluation to Account owners
- Accountable for the performance of trainers by coaching, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making