Correspondence Consultant

**Correspondence Consultant**
- **6-month contract**:

- **Flexible Location**

**About the role**:
The purpose of this role is to provide support and advice in the delivery of outbound customer correspondence for confirmed and prioritised customer correspondence change projects. This includes providing high quality, timely essential communications, reinforcing the value and uniqueness of our brands, whilst complying with legislative requirements.

This role is designed to manage the implementation of communications for all brands, including:

- Supporting Insurance to deliver on a strategic program of work within the Customer Correspondence CoE.
- The development and implementation of projects and initiatives, as well as the design of improvements aligned to the Customer Correspondence Target Operating Model.
- Co-ordinate change, testing and the fulfilment process of sending electronic, hard mail packs and SMS to customers.
- Maintaining relationships with the business and suppliers and provide SME knowledge around essential customer correspondence change processes for confirmed and prioritised customer correspondence change projects.
- Adding value through innovation and continuous improvement.

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

**Key Accountabilities**:
**Correspondence design**
- Complete requirements analysis and verification with the Testing team and the Business.
- Manage customer correspondence requirements and changes through to release, liaising with relevant stakeholders within the CoE such as Testing and Assurance Advisory.

**Business engagement**
- Engage with key external CoE stakeholders (e.g., T&T and the Business) for template deployment.
- Develop and maintain strong relationships with internal customers, such as first line and business leaders

**Remediation**
- Formulate corrective strategies and implementation plans for key corrective actions / remediation activities
- Engage with Delivery Governance to provide updates on remediation project status, risks, interdependencies etc.

**Leadership**
- Actively motivate, develop, coach and engage peers to drive results and create a high performing and engaged team.
- Champion the Customer Correspondence CoE strategic and operational goals when managing stakeholder expectations and requests

**Profit & Financial**
- Project manage, advise and deliver all Customer Correspondence CoE initiatives and ensure all initiatives are completed on time, to an agreed budget and scope.
- Monitor and report on progress of actual progress against targets and quality measures, for individual and team. Take actions to address any identify issues.
- Report progress of initiatives and projects to Delivery Governance.
- Gather information and utilise all resources to ensure investigation and analysis is accurately completed for all initiatives and risk incidents.
- Identify and deliver saving initiatives to maintain the Customer Correspondence budget and achieve supplier savings targets.
- Support of all ongoing optimisation opportunities within Customer Correspondence CoE 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 CoE activities, providing potential opportunities to the Continuous Improvement Analyst.
- Continuously review processes in place within the team and support the Continuous Improvement Analyst to implement more efficient practices.
- Provide SME support to stakeholders on mail house practices and customer correspondence so that initiatives can be efficiently implemented.
- Proactively work with stakeholders to identify opportunities for improvement and influence stakeholders in arriving at mutually beneficial outcomes.
- Work to reduce and eliminate avoidable expenses and rework, including ensuring outcomes of change requests have gone thorough UAT, PVT and the appropriate sign off.
- Support WNS with daily reconciliation and error management and complete daily tasks to avoid impacts to Customer Correspondence budget expenses.

**Risk**
- Actively contribute towards Suncorp's compliance of legislative timeframes for mail delivery to customers by supporting the daily reconciliation of mail files and escalating for support where required.
- Ensure process and procedures are followed for testing, sign off to reduce incidents of non
- compliance/reportable breaches.
- Work with Correspondence Design Manager to manage risk incidents within the Group Incident Management Standard.
- Provide guidance and recommendation on the overall test scenarios, such as identification of specific examples of uncommon or risk related scenarios for the testing team to facilitate Mail House Audits.
- Manage and maintain the Mail Pack App.
- Have an understanding of the various technological architectures that supp