Vice President – Client Communications
| Company | Ascensus |
|---|---|
| Location | Horsham, PA, USA, Pennsylvania, USA, Massachusetts, USA, Newton, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
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 multi-media, 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.
- Ability to manage people, drive change, inspire and lead a cross-functional team.
- Ability to influence and educate partners.
- Excellent troubleshooting and creative problem-solving abilities.
- Demonstrates bias for action.
- Strong written and verbal communication skills.
Responsibilities
- Set client communications strategy and execution 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 execution – 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 execution, including reducing number of email platforms for distributing communications.
- Establish a clear measurement framework to demonstrate (1) progress against execution 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.
Preferred Qualifications
- Experience in financial services, specifically tax-advantaged savings and retirement recordkeeping strongly preferred.