Manager, Client Engagement And Communications

**Overview**

The Client Communications team is a specialist group that provides internal and external clients and stakeholders with efficient and effective delivery of transactional communications solutions.

The Manager, Client Engagement and Communications is a client facing role that ensures communications delivery and operational management in line with fund specific requirements, business rules and contractual agreements.

The Manager, Client Engagement and Communications oversees the end-to-end governance and ongoing task management of the operational fulfilment and development streams, in consultation with the National Manager, Client Communications.

The Manager, Client Engagement and Communications supports and contributes to the operational management of communications delivery and strategic direction across Link Group's Retirement & Superannuation Solutions Group.

**Key Accountabilities and main responsibilities**

Strategic Focus
- Management and delivery of more than 10M+ communication types per annum.
- Elicit and manage Fund specific communications requirements in line contracted SLAs.
- Management and delivery of legislative compliant communications.
- Champion change and problem solve to identify and action opportunities for improvement.
- Identifies opportunities for delivery of cost savings and improved business efficiencies.

Operational Management
- Ensures maintenance of all functional and control documents impacting a request for change or development, including: PMO Jira processes, document libraries and master lists, stock codes, print ticket updates etc.
- Ensures maintenance of client brand management and content artefacts, including style guide content, signatures, logos, licensing numbers etc.
- Ensures appropriate maintenance of artefacts and supporting documentation for data driven requirements. Examples include data block mapping, document composition rule assessments, version control of functional and template requirements, configuration rules and parameters.
- Management and streamlining of inbound work requests across CAPEX, OPEX, FFS and BAU tracks.
- Ensures timely assessment, quoting and invoicing of all works performed.
- Ensures timely reporting of key SLA and KPI metrics.
- Ongoing development of process and systems to attain best practice models and enhanced operational benefits.

People Leadership
- Lead and develop the Team to ensure business objectives are met.
- Mentor, motivate and support the career and performance management of the team.
- Ensure all staff understand the key change initiatives, how they fit into the strategic priorities of the business and what the change means for them.
- Provision of team management to ensure delivery to agreed outcomes and timeframes inclusive of scope, budget, quality and time frames.
- Provide strong business leadership and stakeholder management across various levels throughout the business and clients.
- Report regularly on the status and performance of the Team.
- Act as an escalation for resolution in conflict situations.

Governance & Risk
- Ensures agreed design and change standards for correspondence are applied.
- Ensures legislative compliance of both client and Link Group outbound communications efficiently tracked and met.
- Formally record lessons learnt and/or permanent corrective actions to ensure a culture of continuous improvement is sustained.

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

**Experience & Personal Attributes**
- A minimum of five years product knowledge within superannuation (industry and pension).
- A detailed understanding of core business processes for administration and legislative requirements.
- Understanding of enterprise-wide information management concepts, including large transactional and derived data management principles.
- Demonstrated experience in process mapping and structured analysis techniques.
- Demonstrated experience in a similar role or equivalent business system analysis role.
- Demonstrated experience in alignment of IT services to core business functions.
- High level of attention to detail.
- Demonstrated communications management experience and understanding.
- Clear commercially focused prioritisation.
- Excellent communication skills at all levels.
- Ability to influence senior internal and external stakeholder with a collaborative approach.
- Experienced in mail house vendor and service level management.
- Experienced in budget and resource management.
- Experienced in commercial engagements that include Business Requirement Documents and Statements of Work.
- Demonstrated experience in business systems analysis, information and data management, process optimization and technical assessment of complex business problems.
- Exposure to formal project management methodologies.
- Vendor management experience.
- Solid client facing consultation and stakeholder management abilities.