The role will play a key role in managing the Marketing and Engagement function in its next phase of growth and development. Working closely with the Head of Communication Optimisation, this role will support in identifying, developing and delivering stabilisation, remediation and optimisation related activities in line with the GPS Marketing and Engagement strategy. In collaboration with Compliance, Risk and other oversight teams this role will act as point of escalation and resolution for GPS Marketing & Engagement incidents and additionally will be required to help with some business management related activities.
Key Responsibilities
Oversight and Remediation
- Support the Head of Communication Optimisation to put in place appropriate Service / Risk management levels and governance to monitor and improve delivery performance
- Work closely with the appropriate Compliance, Risk, Legal and other oversight teams to put robust controls in our processes to reduce and mitigate risks where possible
- Onboarding, Management and oversight of other suppliers and agencies as necessary
- Act as a point of escalation and resolution for Marketing and Engagement incidents, including remediation and future prevention as we'll as internal executive communication
- Creating and maintaining a log of all incidents and risk events originating from Marketing and Engagement or where we are an impacted department and feeding any ideas for future prevention into the appropriate change backlog
- Ensuring alignment with client communications, including service/product enhancements, regulatory updates and service updates
- Help with vendor management and oversight of written and email communications issued by outsourced providers
Optimisation
- Support the manager in identifying and delivering improvements to our systems, processes and outputs in line with the GPS Marketing and Engagement strategy. Create business case and cost benefit analysis to support funding for technology/ tool improvements and other changes (both short term tactical and strategic)
- Proactively identify internal and external innovation opportunities to reduce risk, reduce cost and improve colleague experience through analysis and understanding of the long term global savings and investment market and best in class approaches outside of financial services across customer needs, distribution, providers, disruptive propositions, and regulatory environment, competitor and technology changes.
- Work with the internal change program to ensure that GPS Marketing and Engagement requirements are clearly articulated, expressed in the voice of the client/member and are aligned with client & colleague feedback and commercial priorities.
- Act as Communication Optimisation Lead to drive delivery of the projects to meet agreed client/member and FIL benefits and KPIs. Act as first point of escalation for decision making and issue resolution
- Lead discussions with external vendors and help with supplier on-boarding and procurement related activities
- Develop, manage and support the creation of artefacts and outputs to describe GPS Marketing and Engagement change and optimisation agenda, and reporting against delivery of these changes
- Along with the manager, work with internal teams and individuals defining and delivering the optimal service delivery model
- Proactively collaborate with the wider GPS teams to ensure both strategic and tactical changes are aligned to both Marketing and Engagement and wider GPS requirements.
- Support the Marketing and Engagement agenda through both GPS and UK business level forums. Attend as a Marketing and Engagement representative and present as necessary
- Optimises resources and service delivery models and processes to achieve goals and aligned to SLAs
- Ensuring all member communications are distributed from a technology platform with end to end automation where possible
- Support appropriate insight and feedback loops, and performance measures, to continuously improve engagement and communications
Experience and Qualifications Required
Specific skills and experience: We are looking for a meticulous and driven individual able to play a leading role in managing specific optimisation and other specified activities for Marketing and Engagement function.
You will have:
- A passion for member experience and engagement
- Highly organised and able to prioritise in a fast paced, matrix management environment
- Strong interpersonal and influencing skills, with the ability to form positive relationships with colleagues and customers and senior leaders
- Expert level experience in communications, resource planning and scheduling, and operations management principles
- Market experience, preferably in Financial Services
- Communications, Operations/Process Delivery experience
