The Customer Communication Management (CCM) Delivery Team provides internal and external clients with efficient and effective delivery of transactional correspondence and communication solutions.
The CCM Team supports and contributes to the strategic direction and operational efficiencies in delivery of outbound client communications across the wider Link Group.
The CCM Senior Analyst provides business and technical analysis with a focus on outbound communications and correspondence, ensuring alignment with core business processes, governance protocols and ongoing enhancement initiatives.
Key Accountabilities and Main Responsibilities
Requirement analysis and documentation
Accurate and timely documentation of automated communications requirements that are aligned to client business rules, Link Group’s core business and operational processes, legislative compliance and technical landscapes.
Analysis of works that consider current and future state functionality and omni-channels delivery methods.
Provision of requirements that enable work requests and statements of work to progress with business partners, key stakeholders and vendors.
Preparation and inclusion of outbound scenarios generated by a Template Requirement for use in test cases and test strategies.
Document, template and communications standards
Comply with template management, document composition, data mapping rules and design principles.
Create and write the necessary requirements to enable the development of outbound communications, including third parties and vendors, to be progressed.
Proactively identify opportunities for improvement that deliver increased customer satisfaction, improved turn-around times and/or quality, in provision of transactional communications and associated supporting processes/systems.
Ensure delivery of correspondence template types are fit for operational and overall business purpose.
Deliver to agreed timelines and highlight any risk to delivery.
Appropriate communication, monitoring and management of tasks assigned.
Work with key stakeholders and business partners to ensure all requirements are understood.
Ensure compliance with all regulatory and legal obligations at all times.
Experience & Personal Attributes
Strong technical writing skills for both functional and business streams.
Strong analytical and problem solving skills.
High levels of attention to detail.
Excellent written and verbal communication skills.
Experienced in template management products.
Demonstrated experience in data driven content management.
Demonstrated experience in data management, mapping practices and principles.
Understanding of document data and template management concepts for high volume and complex transactional communication types.
Demonstrated experience in process mapping and structured analysis.
Demonstrated experience in a business systems analysis based role or equivalent.
Product knowledge of superannuation, administrative business processes and legislative requirements with attainment of RG146 highly desirable.