Job Description
The Technology Training & Communications Manager will support the EUC and Technology Business channel with all knowledge, training and communication requirements. This role has an emphasis on the management of stakeholder and end user community communications and training activities. The aim is to provide a multi-channel knowledge program that encompasses all end user technology and security requirements across all the Amex GBT global markets and business functions.
Key Responsibilities:
Communications
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Management of all end user communications regarding core technologies including change in service and new service deployment
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Working with the Internal communication managers at a corporate and cross functional level to align on messaging ensuring a holistic approach to end user messaging
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Supporting management up to VP level on their communication requirements and providing guidance on messaging content with the aim of providing streamlined and relevant messaging
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Copy writing of messaging as provided by SME’s and project teams
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Using different communication channels as appropriate for engaging employees
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Working with different Technology project groups to understand the change in services ensuring clear communication and supporting resources are available for users.
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Define and own the roadmap for business as usual campaigns under our internal brand TechAssist. This is to also include M&A activities, ad-hoc project work and cyber security activities.
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Scheduling, administration and reporting to be produced in accordance with compliance and auditing requirements.
Training & Knowledge
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Act as the Global Custodian and ambassador for EUC & Security Technologies with responsibility for ensuring user knowledge is accurate and relevant
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Develop curriculum and training materials around the entire range of end user technology services including, laptop and desktop services, mobile technology and new technology that emerges.
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Support programme, project managers and functional areas on change and transformation that goes out to the business
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Management of central knowledge resources across different platforms
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Accountability for content management and design, coordinating all communication, training and knowledge share activities to ensure the content is relevant, up-to-date and compliant
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Partner with the ServiceDesk Team to understand and address knowledge gaps
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Act as a conduit between learners, business stakeholders and operational best practice teams to deliver solutions that meet learners needs and business outcomes
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Engaging internal stakeholders, build strong and collaborative business relationships
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Deliver all knowledge, communications and resources in a timely manner that aligns to the business objectives
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Seek to innovate and improve on the end user experience for engagement with Technology
Key Skills:
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5 years+ experience within training & communications
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Personable, flexible and team orientated, willing to work collaboratively in a fast-paced, dynamic environment
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Develops a reputation as a trusted advisor reputation for discretion, integrity, judgment, responsiveness, strong attention to detail and common sense
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Confident in managing the competing demands of departments and able to prioritise or escalate when necessary
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Highly organised and works at a fast pace, proactively engaging with key stakeholders and team members
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Innovates development options based upon industry standards and business requirements in response to feedback and operational demands
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Ability to engage, influence and support subject matter experts, key stakeholders and management
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Experience of delivering all aspects of learning and development
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Experience of breaking down technical requirements to create engaging copy
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Excellent writing, editorial and presentation skills to identify, craft and deliver key messages, stories and information in succinct and engaging ways.
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Open to regular global travel
This position support a Global audience. Therefore, by definition there may be a requirement to work off-hours and weekends on occasion. Likewise, a willingness to travel globally.
This job summary highlights your key responsibilities. However, as you can appreciate, you may be asked and required to carry out other specific tasks as necessary in order to establish, through a spirit of teamwork and co-operation, an effective and efficient departmental operation.
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Location
United Kingdom - London
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