AVP, Corporate Affairs – Frontline Communication

Role Overview

• Partner with Operations leaders across customer service, collections, fraud, customer solutions, frontline employee experience and complaints to develop and deliver communications.
• Understand the audience and the channels to cut through in a high-volume environment.
• Translate enterprise messaging and leadership priorities into clear, agent-ready communications.
• Write and edit frontline ready content optimized for speed, clarity, and action.
• Build and manage a stakeholder plan with Enterprise Operations leadership.
• Operate and support the execution of the “frontline channel ecosystem”.
• Build and maintain SharePoint/intranet pages for frontline audiences.
• Support change management communications for high-impact Operations initiatives.
• Play a key supporting role in the annual Tech&Ops Conference (U.S. and Asia).
• Define and track frontline comms KPIs and translate insights into channel and content adjustments.

Requirements

• Bachelor’s degree with 5+ years or in lieu of degree 7+ years of relevant experience.
• Experience in financial services, fintech, or a regulated industry where communications must balance transparency, compliance, and engagement.
• Familiarity with BPO, shared services, or large-scale contact center environments.
• Experience contributing to or operating a communications intake or prioritization function.
• 5-7 years of internal or employee communications experience, ideally with meaningful exposure to frontline, hourly, or contact center associate populations.
• Exceptional writing and content development across formats.
• A demonstrated ability to advise and influence senior leaders.
• Change management communications experience.
• Comfort working across time zones in a matrixed, global operating model.
• A structured, disciplined approach to managing intake, prioritization, and multiple workstreams simultaneously.
• Fluency in using digital communication channels with a distributed workforce.
• Hands-on experience with SharePoint/intranet publishing.

Benefits

• best-in-class employee benefits and programs that cater to work-life integration and overall well-being.
• career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.