My Key Challenges
- Having access to all the content he needs to easily follow company processes and deliver on line of business service expectations
- Getting feedback and requests for content changes shared effectively and quickly with the operations and authoring teams
- Ensuring the service he provides complies with legislation and he’s not exposing the organization to risk of legal action or financial penalty
- Voicing concerns over missing, out-of-date or poor performing content reported by customers and stakeholders
My Roles and Responsibilities
Julien is a customer facing member of Kim’s team. He’s proactive, great with people and loves building a strong rapport with his customers, using his exceptional written and verbal communication skills to manage relationships and influence results, documenting everything clearly in the CRM system at every stage.
Julien is a key internal consumer of the SOP content supplied by the content operations team. He ensures all the organization’s regulations and mandatory processes are followed, while offering invaluable feedback on the content’s performance and how it can be enhanced to improve the customer experience and accelerate resolutions. He’s an important collaborator in the audit, compliance and security teams.
