McGrath Photo

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Corporate Social ResponsibilityThe Executive Conduit: Strategic Communication to Facilitate Operational ProcessesTom Watson, Chief of Staff- Link Group

The Link GroupWhat is a Chief of Staff?

Briefing the Executive

The Executive OfficeReporting and PresentationsMarket and Company Briefings

The Executive Conduit

The Operational ConduitExternal Relationship ManagementCorporate Social Responsibility

Agenda

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The Chief of Staff Role

The Link Group

Global Financial Services Company with major domestic and global clients:

Business relationships with over 80% of Top 100 Australian Companies

Over 2,500 employees across 10 countries

One of the largest providers of financial services in Australia

Premium service provider

The Link Group Today

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Global Footprint

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The Link Group Today

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My Experience

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Bachelor of Economics and Commercial Law (Sydney)

Joined the Link Group in November 2007

Promoted to Chief of Staff (inaugural) in February 2009

One year secondment at Australian Administration Services

Observing member of Link Market Services South Africa Board

The Perception

No job description

A second Personal Assistant

Solely driving the Executive agenda

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What is a Chief of Staff?

The Reality

Requirement to think outside the box

Ability to draw on ‘informal power’

Driver of Initiatives

Sounding Board

‘Finger on the Pulse’ Mentality

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What is a Chief of Staff?

What is a Chief of Staff?

‘Reporting to the Executive, the role is instrumental in providing support on all

operational and strategic initiatives’

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Chief Executive Officer

Link Market Services Limited

Executive Assistant

Head of EmployeeShare Plans

General Manager

Head of IT

Tom WatsonChief of Staff

Head of New Business

Development

Head of Human Resources

Link Group Board

Managing DirectorLink Group

What is a Chief of Staff?

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McGrath Photo

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Corporate Social Responsibility Somaly Mam Foundation Bikeride Briefing the Executive

An Executive- Overarching Responsibility, Minimal Time

Ensuring Executive interactions are concise and to the point

Work in collaboration with the Executive Assistant

Ensuring you know market intelligence before the Executive

The Executive Office

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A Manager Executive Plans and Budgets Sets Direction

Organises Aligns People

Problem Solves Motivates People

Understand the Difference between a Manager and an Executive:

The Executive Office

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Dealing with Conflicting Motivations

Business representatives will have different ideas

‘Emotional Intelligence’- recognising people struggle with change

Evaluating Financials

The Executive Office

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The Executive Office

The Age Factor

Be Confident and Strong- not needing to qualify statements or ideas

Being open minded

Ask for Feedback regularly

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“Walk softly, talk softly and carry a big stick"

Theodore Roosevelt

The Executive Office

Career Progression

Informal power

Planning career progression opportunities

Up or out

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Fact Gathering

Quantified Information

Not ‘Boiling the Ocean’

Solving the Right Problem

Preparing your Information

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Correct use of Language

Language should be professional (Third-Person)

Understand that each Head of Division / Manager has their own reporting style

Framing the message correctly

Reporting

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Correct use of Format

Following a Style Guide

Using statistics and visuals to tell a story

Core operational reporting: Brief and to the point

Reporting

Reporting

Operational Business Units

Group-level Business Units

Operational Focus Strategic Focus Financial Focus

Chief Executive Officer/Managing Director

Company Board of Directors

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Selling a Solution

One message per Chart

Create ‘twitter-friendly’ descriptions

Maintain a common theme

Presentations

‘Simplicity is the ultimate sophistication’

Steve Jobs

The Executive Conduit

Understanding the different views between:

The Executive Office Business Operations

Minimum staff to match workload Ensuring ‘buffer’ zone for peak periods

Use of existing technology Purchase of new technology

New markets is the focus Operations is Core Service

EBITDA is the goal Maintaining SLA’s are the goal

The Executive/Operational Conduit

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Stepping outside the Executive Office

Building solid working relationships with key operational staff

Ensuring you support buy-in from operational units

Secondments in key operational divisions

The Executive/Operational Conduit

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Playing the part of Executive

Understanding the motivation of external parties

Relevant communication upwards and downwards

Realise your ‘ability’ is above what tasks are given to you

External Relationship Management

External Site Tours and Presentations

Understanding how the business can add/detract to a presentation or site tour

Managing timing/ content of operational presentations

Being aware early of global business cultural etiquette/ terminology

External Relationship Management

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Piloting a New/Existing Business Pitch

Create a sense of urgency

Pull together the right team

Develop a vision and strategy

External Relationship Management

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Coordinating a Merger/Acquisition

Understand the motivations of a regulatory body

Be sensitive in providing information

Ensure confidentially internally

External Relationship Management

‘It takes 20 years to build a reputation and five minutes to ruin it’

Warren Buffet

Corporate Social Responsibility

Expanding Corporate Social Responsibility in your company

A CSR Program is integral to business reputation and employee engagement

How can quick wins be gained inside your existing operational model?

Ensure you communicate results

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Questions