Vice President Client Communications
Vice President Client Communications
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Job Description
Ascensus is transforming the client experience across all client touchpoints. Client Communications are critical commercial and reputational components of the client experience requiring a digitalfirst and customercentric focus. The Vice President Client Communications will rethink and transform client communications setting strategy modernizing scaling and optimizing these critical experiences improving NPS and reducing call volumes as a result. This leader sits at the intersection of business product technology service operations legal/ERISA and marketing communications and represents client needs and preferences across all client communications.
Section 2: Job Functions Essential Duties and Responsibilities
- Set client communications strategy and plan to understand which clients are getting what communications and how to simplify and improve these touchpoints.
- Identify the absolute number of communications understanding the source and distribution of the communications as well as who receives the communication.
- Simplify and reduce the number of communications clients receive ensuring that clients only receive the communications they need.
- Establish best practices and templates for client communications writing form (email video etc. level of personalization etc. based on measurements including engagement whether a required action is taken and whether a no action needed communication still results in call center calls.
- Set roadmap deliverables and delivery dates for improving existing communications.
- Partner with business product technology service operations legal/ERISA and marketing/marketing technology always representing client needs and preferences.
- Establish a scaled operating model for client communications including reducing number of email platforms for distributing communications.
- Establish a clear measurement framework to demonstrate 1 progress against to improve existing communications and 2 improvement in commercial KPIs reduction of call volumes related to client communications and improved NPS/client experience measures.
- Represent client communications as part of the Marketing Leadership team.
- Responsible for protecting securing and proper handling of all confidential data held by Ascensus to ensure against unauthorized access improper transmission and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
- Our IClient service philosophy and our Core Values of People Matter Quality First and Integrity Always should be visible in your actions on a daytoday basis showing your support of our organizational culture.
Supervision
- This position will have direct reports.
Section 3: Experience Skills Knowledge Requirements
- Proven work experience leading Client Communications transformations where the primary objective of those transformations were commercial metrics (reduced call volumes improved client experience measures).
- Proven leadership modernizing and scaling client communications through use of multimedia personalization technology and AI.
- Expert knowledge of modern communications best practices and technologies.
- Strong knowledge of service and operations as well as digital products/public and secure sites and technology.
- Experience in financial services specifically taxadvantaged savings and retirement recordkeeping strongly preferred.
- Ability to manage people drive change inspire and lead a crossfunctional team.
- Ability to influence and educate partners.
- Excellent troubleshooting and creative problemsolving abilities
- Demonstrates bias for action
- Strong written and verbal communication skills
For all virtual remote positions in order to ensure associates can effectively perform their job duties with no distractions we require an uninterrupted virtual workspace and there is also an expectation of family care being in place during business hours. Additionally there is an internet work speed requirement of 25 Mbps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building then a stronger connection is required.If you are unsure of your internet speed please check with your service provider. Note: For call center roles specifically it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.
We are proud to be an Equal Opportunity Employer
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Required Experience:
Chief
Employment Type
Full-Time
