Delivery Coordinator

**Delivery Coordinator**
- **9-12 month max term contract**:

- **Flexible Location**

**About the role**:
The purpose of the role is to support the scheduling of correspondence change projects within the Customer Correspondence CoE, create estimations (arrive at cost, time, and effort outcome) for each change (Project and Business) and support CoE Business Analysts (Business and Technical) in the developing of elaborations. This includes understanding team capacity and allocating Customer Correspondence Design and Testing resources to customer correspondence projects including Business Analysts.

This role is designed to manage the frameworks and quality implementation of communications for all GI brands, this includes:

- Supporting Insurance to deliver on a strategic program of work within the Customer Correspondence CoE.
- Support Correspondence Design Manager from a Project and Program perspective regarding team capacity and work allocation across the team.
- Review initiatives from the business and provide advice on approach and involvement with a view to provide timeline and assisting with effort estimates.
- Work with the Correspondence Visual Design Advisor and Schedule Coordinator to plan and schedule Customer Correspondence changes 12 months in advance.
- Setup and own JIRA and its framework and processes this includes:

- Data quality
- Providing accurate reporting metrics to Business Intelligence Analyst.
- Estimation of cost, time, and effort for each program of work that come via the CoE Front Door.
- Support technical Business Analyst as a hybrid way of working.
- Design, plan and execute a roadmap for best practice and continuous improvement across the Customer Correspondence CoE. This will include capability, culture, tools, and way of working as a job family.

The role has responsibility for the management of stakeholders both internally and with our external partners.

**More specifically, you will**:
**Resourcing and scheduling**
- Engage with the Correspondence Visual Design Advisor to understand incoming projects and potential timeline / project length
- Work closely with Correspondence Visual Design Advisor to complete draft effort estimate and scheduling of projects
- Organise logistics against a timeline based on available resourcing in Correspondence Design and Correspondence Testing teams
- Engage in relevant prioritisation forums to determine and understand prioritisation of projects, with priority on regulatory or remediation-based changes / activities
- Identify efficiencies and synergies in incoming projects to group like-for-like projects
- Understanding of Agile behaviors, tools and techniques: e.g., collaboration, work breakdown, automated testing, Scrum, Kanban etc.

**Elaboration**
- Support Business Analyst’s elaborations by proactively discover requirements with business stakeholders; synthesise information accurately, completely, and coherently to produce designs that realise strategic and project objectives
- Document timelines to meet business or project needs, ensuring agreement is reached by impacted stakeholders
- Business Engagement
- Establish effective working relationships within the CoE

**Risk**
- Ensure estimates for work are in line with process and procedures required for testing, sign off to reduce incidents of non-compliance/reportable breaches
- Work with Delivery Governance to schedule and facilitate Mail House Audits
- An understanding of the various technological architectures that support the delivery of customer communications and how they relate
- Utilise available data to identify trends and issues, provide recommendations and suggestions with the aim of minimising or eliminating issues
- Work collaboratively to rectify incidents within a timely manner
- Work to reduce and eliminate avoidable expenses and rework, including ensuring Work is scheduled in the most efficient manner and pipeline still has flexibility to accommodate adhoc urgent pieces of work.

**Leadership**
- Champion the Customer Correspondence CoE strategic and operational goals when managing stakeholder expectations and requests

**Profit & Financial**
- Negotiate the timing of project deliverables to ensure cost efficiencies and reduction in duplication of effort.
- Identify and deliver saving initiatives to maintain the Customer Correspondence budget and achieve supplier savings targets
- Continued planning and support of all ongoing optimisation opportunities within Customer Correspondence to find efficiencies and build on capability (increasing capacity within the team)
- Identify opportunities to partner, plan and implement and in conjunction continuously work to improve all outsourced Customer Correspondence activities
- Provide SME support to stakeholders on mail house practices and customer correspondence so that initiatives can be efficiently implemented
- Work to reduce and eliminate avoidable expenses and rework.

**Customer**
- Provide advice and recommendations t