Rectification Manager - Communication Campaign

Uses insight, knowledge and expertise to develop the CVM Operational capability in regards to 121 Customer Contact, acting as TSB's subject matter expert in these areas, and ensuring TSB retains a world-class capability, through strategic knowledge of current and future industry trends, best practices and technological developments.

ACCOUNTABILITIES

- Demonstrates TSB behaviours whilst carrying out all aspects of role
- Manages self (and team) to ensure adherence to TSB risk and compliance policies and relevant external regulatory frameworks
- Contributes to the development and achievement of business plans, providing insightful information, guidance and advice, enabling business areas to assess the downstream implications linked to their decisions
- Recommends areas for change and supports leadership in delivery of agreed change projects to achieve continuous improvement
- Delivers operational customer contact selections accurately, robustly, compliantly and in a timely way
- Acts following the approval of appropriate governance committees
- Supports supplier management relationships with key external contracts used for operational campaign delivery
- Supports CVM operational risk areas such as business impact risk assessments and records management
- Engages stakeholders in order to influence key business decisions
- Builds and maintains external and internal networks to optimise business results

CAPABILITY

- SQL knowledge, Campaign Management Tool experience such as (TRM, IBM Affinium, SAS MA) are essential
- Strong communications skills which enable others to understand complex specialist terminology
- Track record of being able to build strong working relationships across CVM teams, product, channel, brand
- Background in executing customer selections within a working CVM environment
- Excellent applied logic to understand working and impact of optimisation and customer contact rules
- Attention to detail to be able to spot flaws in logical arguments and to ensure high quality outputs and deliverables
- IT, data or customer analytics background are desirable