Suzanne Waugh

Head of Communications, Services, Functions, India, Poland and Incidents @NatWest Group

Edinburgh, GB

Promoted to a Senior Management position, the global pandemic shaped the first 2.5 years of this role. At the centre of the response to the incident as the senior Communications lead I worked in a Group wide incident team that shaped, and challenged policy, the Groups response, the care and support that global colleagues received, all messaging across the Group, and our response to support colleagues, customers and communities globally. A 24/7, 365 response and a role that ensured colleagues were supported at all times. Colleague response was outstanding, returning the highest engagement scores across the Groups history, two years in a row.As the pandemic slowed the role became focussed on moving our colleagues into what many called the new normal, in a hybrid workforce. I communicated the transition, working with a wide team of communications and HR professionals.With a very wide remit, this role includes managing teams of communicators globally, from budget and people management, the delivery of Senior Executive\'s day to day operating rhythms, to preparing Senior Executives for key events like COP26, and ensuring colleagues engagement remains at all times.Incident management is a key element of this role, my team and I working on any high level incidents that impact colleagues and customers.