Delivery Manager, Operational Communications

Description

If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a
time when society is changing, we are too. We’re now a nimbler business with new
leadership and thinking.

For us, these are exciting times. There’s a real potential for big thinkers to
help us redefine what financial services could be. And turn our legacy into
something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through
upturns, downturns, recessions, and major life transitions. Every day, we help
people see and make more of their financial potential, so that they can create
their tomorrow. And we’ve been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its
people.

How you’ll make an impact

The Operational customer communications team takes a strategic approach aligned
to AMP’s customer centric service proposition and is responsible for the
development and delivery of customer communications, including notices,
statements, day-to-day communications.

As a key member of the Lifecycle, Martech and Data team, the Delivery Manager
supports the effective operation of the Communications Centre of Excellence. The
role designs, builds and supports customer communications through the CCM
platform, ensuring accurate, compliant and timely delivery across print, email,
SMS and digital channels. You’ll work closely with analysts, release management
and business stakeholders across the end‑to‑end delivery lifecycle.

You’ll make an impact by:

• Design and deliver end to end customer communication solutions using Smart
  Communications (SmartCOMM) platform or equivalent CCM platforms
• Perform impact analysis across data, templates and business rules
• Build and maintain communication templates, schemas, business objects and
  data mappings
• Configure and validate multi‑channel outputs (print, email, SMS) using
  SmartCOMM or equivalent CCM platforms
• Produce and maintain technical and functional specifications
• Execute unit/system testing and support SIT, UAT and PVT
• Apply build standards, data controls and quality guidelines consistently
• Supporting release management and post release activities
• Supporting Incident management, root cause analysis and defect resolution
• Collaborate with project, business and technology stakeholders
• Proactively identify risks, dependencies and opportunities for improvement
• Supporting automation and operational excellence initiatives

What you will bring to the team:

• Experience with Smart Communications (SmartCOMM) or equivalent CCM platforms
• Strong stakeholder and customer engagement skills
• Stakeholder management skills to gather, analyse, and document communication
  requirements
• Analyst skills to translate business communications requirements into
  customer communication solutions
• Experience in Customer Communication lifecycle management in Banking,
  Superannuation or other Financial Services environments
• Confident working knowledge of XML, XSLT, XPath, JSON, HTML/CSS, JavaScript
  and SQL
• Familiarity with servicing communications, e.g. notices, statements and
  on-demand communications
• Experience in using Jira and Confluence
• Background in servicing customer communications, ideally within financial
  services

You’ll thrive here if…

If you can adapt from BAU to the ambiguous with ease, you’ll do well here.
Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you’ll be expected to jump in and deliver across a variety
of areas. Meaning, you’ll be closer to the action and executive decisions that
influence where we go next.

If you’re someone that can hold their own, you’ll find AMP quite liberating.

Why we think you’ll love working at AMP

Doing what we’ve always done is not an option, so your clever ideas will get
airtime here. You’ll be encouraged to speak up and try new things. If they don’t
work, we move on – better for it.

We know there’s no one way of doing things. So, you won’t have to sacrifice who
you are or how you work to fit in here. We’re inclusive and flexible in many of
the ways you’d expect. And in some of the ways you wouldn’t. As long as your
health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are
our people. Wherever you go, you’ll find moments to connect, feel valued and do
meaningful work.

Whether it’s through our first-class leaders who are invested in you and your
success. Through year-round opportunities to volunteer, fundraise and give back
to the community. Or in the everyday challenges you face as we work together to
strengthen this great organisation. Challenges that will stretch you, amplify
your potential and compound the impact you have.

We believe in the power of inclusion and diversity

We’re dedicated to fostering inclusion, diversity, and a warm feeling of
belonging at AMP. It sparks creativity, ignites innovation, and turns up the
dial on the quality of our decisions and performance. This not only makes our
workplace more engaged, but also leads to better connections with our
customers.

We're your allies in the search for the perfect fit - when you apply, let us
know how we can support you to put your best self forward during our selection
process.

We're also committed to enhancing employment opportunities for Aboriginal and
Torres Strait Islander people, so we enthusiastically encourage candidates from
these backgrounds to apply and explore our Reconciliation Plan on our website.

Ready to create your tomorrow?

If you’re someone who sees opportunity where others see challenge, come and work
with us in smart, progressive ways as we transform an iconic Australian brand
for the future. And, through a series of career-defining moments, create your
own tomorrow.

Don’t procrastinate! We review applications when we get them, and if we discover
the ideal candidate, we may close the role earlier than the advertised close
date.

Looking forward to meeting you.