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Correspondence Centre of Excellence Lead

4 months ago

Bristol, United Kingdom Sanderson Full time

**Correspondence Centre of Excellence Lead**

**Who are Diligenta?**

Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has beendescribed as 'home' by existing employees, we drive a culture that is founded on positive change and development.

**The Opportunity**

Responsible for the leadership, governance and delivery outcomes for the Correspondence Centre of Excellence. The CoE provides analysis and design capability for the migration, set up and maintenance of products and calculations across our core platformtechnologies.
- Leads onshore teams responsible for the analysis, document specifications definition and set up on migration programmes (works alongside the offshore Delivery Lead, especially where there is co-dependency across document specifications)
- Leads teams responsible for the specification, testing and delivery of correspondence on both
migration programmes and new propositional or operational change
- Accountable for methodology and approach, ensuring adherence to standards (including regulatory compliance and brand) and maintaining superior quality outcomes
- Responsible for ensuring the needs of the clients are met, especially for each client's branding and tone of voice requirements
- Provides consultancy for new strategic initiatives where communications (correspondence) design is required.

**You'll be**:

- Builds, maintains and develops a high-performing CoE model for the delivery of correspondence design, both for Statements (Annual Benefit Statements - ABS - for life and pensions, and Annual Statements - AS - for mutual funds) and for all other types ofcustomer correspondence
- Accountable for a delivery approach and methodology that ensures successful customer
correspondence (templates, letters, statements, forms, inserts, attachments, packs) on our core platform technologies
- Creates an environment for continuous improvement and ensures methodology and learning from previous transformation work across different clients is adopted, unlocking opportunities to increase automation and reduce error and waste
- Sets direction for the team and ensures methodology is understood and adopted.
- Manages and organises the team to deliver effectively across multiple accounts and programmes of
work
- Establishes governance and quality standards to monitor delivery progress and measure success.
- Provide an escalation route to senior leadership.
- Accountable for the reporting and monitoring of progress across delivery activities, ensuring quality and delivery to plan
- Ensures infrastructure - environments and data - is in place to support the team in executing delivery
- Stakeholder engagement to align expectations in the approach to delivery, planned timescales and quality.
- Recognised as an expert in the lifecycle (customer correspondence journeys) of life, pension and mutual funds products, particularly for those key events in a customer's life where informed decisions need to be made
- Leading and motivating teams to deliver high-quality outcomes in a complex written communications environment.
- Extensive experience of delivering customer communications, including document specification and test assurance activities
- Operating at a senior level on large-scale customer/data transformation programmes
- Leading correspondence design whilst mindful of branding and tone of voice requirements
- Substantial experience of Life, Pensions and Investment products and the UK regulatory environment

**The Perks**
- 25 days + 8 bank holidays
- Company Pension
- Discretionary bonus
- Car Allowance
- Group Life Assurance
- Private Healthcare