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Communications Sr. Associate

Req #: 170112726
Location: San Antonio, TX, US
Job Category: Operations
Job Description:

Support executive and specialist communication and knowledge management needs of Service Operations, which includes but is not limited to the following:

  • Divide time between writing and working with project teams / business partners
  • Design / Edit:
    • Edit and format executive communications including presentations, emails, reports, newsletters and blogs
    • Develop, organize and manage SharePoint sites
    • Design creative templates, logos  and graphics for internal groups
    • Identify opportunities for enhanced communication to better service clients
  • Publishing:
    • Develop and publish creative solutions for knowledge management and communication opportunities that reside in online content repositories to assist specialists in servicing our customers
    • Content created must be searchable, navigable, easy to consume, and clearly understood as it will be used by numerous internal resources, often cutting across departments and business areas
    • Strict adherence to compliance and audit driven requirements from a regulatory standpoint, as well as adherence to established Knowledge Management publishing guidelines to ensure content accuracy and consistency
  • Relationship management:
    • Identify key stakeholders within / outside of Operations Delivery Management (ODM) and collaborates to achieve results
    • Negotiate conflicting requirements, dates, or resources from different stakeholders to build a coherent plan that is accepted by all
    • Work internally with various departments and key stakeholders to gather information and provide solutions; making recommendations based on impacts and prioritization that leads to improvement of servicing opportunities
    • Facilitate and/or participate in functionally aligned weekly approval meetings to coordinate stakeholder approval on all content
  • Measure, analyze, and report on the communication strategies and their effectiveness using page hit counts, views, and front line satisfaction feedback
  • Perform root cause analysis and remediation for servicing process issues based on accessibility of published content and/or execution of that content
  • Utilize internal readiness process as a basis for analysis for all project work
  • Take on more complex writing assignments, including:
    • Projects requiring close work with executives
    • Large / complex page redesigns
    • Multi-date implementations
  • Adapt to a fast-paced environment and manage multiple priorities across multiple disciplines
  • Perform peer reviews
  • Perform quality review for team’s deliverables
  • Perform impact assessments for incoming  requests to determine level of effort for support required
  • Function as a lead contributor with advanced knowledge of area of specialization and significant exposure to broad department activities

 Qualifications:

  • Bachelor's or equivalent work experience required
  • Current HTML, web design, web writing and editor expertise required
  • Strong writing skills
  • Exceptional editing skills
  • Digital / Graphic designs skill
  • Quick self-learner
  • Superior verbal, writing, consulting, and relationship building skills
  • Ability to work in fast paced environment, while adhering to strict process and quality standards
  • Discipline to work independently and within a cooperative team environment
  • Aptitude to communicate effectively with executives
  • The skill to work on multiple tasks and projects and to meet deadlines
  • The ability to maintain confidentiality
  • Successful experience with meeting facilitation
  • Aptitude to maintain focus on overall strategic vision
  • Proactive problem solving that provides multiple solutions
  • Ability to prioritize work with little to no supervision
  • Proficient in Photoshop
  • General experience using  CSS, Java, and Flash experience a plus
  • High competence in Microsoft Office - Excel, Word, PowerPoint, and Microsoft SharePoint Designer and SharePoint Server experience preferred
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