Comms Oversight Manager

Location: London, Potters Bar, Bristol or Isle of Man (Hybrid working options available)

This is a critical role that has responsibility for the management and storage of communications at Canada Life. Reporting to the Head of Operations, the role holder will ensure the governance and oversight framework are established and embedded across the organisation to minimise risk exposure, meet all regulatory requirements for the creation and maintenance of new and existing communications, and to achieve Canada Life’s target expired ratio of <2% items across the estate. They will be responsible for the day to day management of the Aprimo platform, providing technical support and will also lead the communications teams.

A visible leader with excellent communication skills, the role holder will influence senior stakeholders up to board level, and support and develop a dedicated communications team and operational manager. Building an excellent relationship with key stakeholders, including COO leadership team, change function, IT, business/functional SMEs, Marketing, and key 3rd parties suppliers such as Aprimo, the role holder will be comfortable influencing at all levels, with a strong commercial understanding.

Duties/Responsibilities

• Comm’s Governance/Management - you will be responsible for the management and storage of communications for Canada Life. You will have system oversight, ensuring appropriate governance is established to monitor, review and improve user performance at all levels of the organisation - from system users (c100 content owners) to business unit forums and SLT/Steering groups to ensure CL meets its expiry target of <2% for communications
• Day to Day Aprimo User Support and System Management - Build and maintain a strong understanding of Aprimo and the Canada Life workflows, DAM and P&S models. Responsible for training new users and support existing users as required, regular reviews of the systems and user activity to spot and triage, and manage user profiles
• Aprimo Technical Support - To maintain Aprimo’s processes and oversight the platforms operational resilience. To deal with any issues / change requirements when they arise, including diagnosis and fixing, design configuration, and developing and supporting the operational team in managing any releases. Be responsible for developing a range of complex reports when required, managing changes to various system attributes/fields and review the monthly/quarterly Aprimo change plans to ensure a positive user experience
• To manage the annual literature budget using a combination of new and existing systems such as the Aprimo plan and spend module, Ariba P2P system and finance tools. Working closely with all cost centre owners across marketing, you will be responsible for ensuring budgets are managed in accordance with agreed processes, lead the budget forecast and submission processes
• To supervise the literature management team and operations manager through the use of strong people management skills, ensuring the staff have the motivation and training to deliver to the required levels of performance, and to manage team plans and resources using an agile resource pool when required to achieve objectives.
• Work closely with stakeholders in other departments as required, such as distribution, proposition, risk, legal and compliance, and external stakeholders and 3rd parties when required, and represent marketing when needed on projects, working groups and in other forums

Skills/Knowledge/Experience

• Good understanding of the Literature Management process / objectives - the principle of item review / approval etc
• Strong ability to navigate and use a technical platform with an understanding of the importance of data completeness and integrity
• Be a certified Aprimo System Admin for DAM, Productivity Management and Plan and Spend Modules OR evidence the skills/relevant experience to demonstrate the ability to become certified (about 150 hours of training and assessment with Aprimo)
• Understanding of complex data models and data manipulation - e.g. SQL skills and JSON, work with MI platforms to build complex reports rather than use or interpret them
• Detailed understanding of business process models and the ability to translate business needs into such models and data structures
• A strategic thinker and decision maker with strong influencing skills who can quickly build credibility with stakeholders at all levels.
• Exceptional project management skills, with the ability to manage multiple projects, budgets and deadlines.
• Excellent stakeholder skills, and adept at winning support from a wide range of people,
• Strong analytical skills, with the ability to use data to make informed decisions and continuously improve processes and practices
• Strong leadership skills, able to lead, develop and mentor teams across the function.
• A positive mindset with strong self-motivation and resilience, a flexible and proactive approach to tackling problems, and comfort at managing several tasks to often challenging deadlines
• Experience of working at a senior level in a regulated environment and taking responsibility for reputation and risk, reporting to leaderships teams.
• Experience of managing projects or complex programmes
• Experience at managing annual marketing budgets with values up to £500,000
• Ability to demonstrate exceptional judgement, with a strong commercial understanding.

Qualifications

• Degree level education or equivalent
• Certified Aprimo Admin user (or similar)