Lead- Service Communication & Governance

Lead – Service Communication & Governance

Role Purpose

The Lead – Service Communication & Governance t is responsible for managing end-to-end customer and service communication requirements across TTBS customer journeys. The role ensures that all communications are timely, accurate, compliant, consistent, and customer-friendly across multiple channels and customer touchpoints.

The role will act as the central anchor for communication strategy, content governance, customer education, service notifications, knowledge management, and regulatory communication, working closely with cross-functional stakeholders.

Key Responsibilities

1. Customer & Service Communication

• Own end-to-end customer service-related communication across products, services, and the customer lifecycle.

• Define and drive the communication strategy, roadmap, and governance across Email, SMS, WhatsApp, Website, Portals, Humanoid, and other digital channels.

• Manage external customer communications related to pricing updates, service downtime, platform upgrades, planned activities, advisories, and other service updates.

• Ensure all communication is accurate, timely, customer-friendly, consistent, and aligned with brand guidelines.

• Coordinate with Product, Fulfilment, Operations, Marcom, Technology, Legal, and Compliance teams to ensure communication readiness and timely rollout.