Job Description

TD Description

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Department Overview

Reporting directly to the Manager, Customer Experience, the Sr. Analyst Client Communications is responsible for the content creation of operational customer communications for General Insurance. They will collaborate with cross-functional stakeholders, representing Client Communications on projects and business initiatives. They will be accountable for the overall effectiveness of the customer communications, aimed at delivering a legendary customer experience and instilling trust in the TD Insurance-General Insurance (TDI-GI) brand.

Job Requirements

Qualifications

• Superior communication skills both verbal and written (letter & email copywriting)
• Capacity to always think like a customer and champion customer-centric messaging
• Strong leadership, management and negotiation skills
• Strong project management and risk management skills
• Strong team player and collaborator
• Excellent understanding of TDIGI products and of operational communications
• Good understanding of both AS400 and Guidewire platforms an asset
• Excellent interpersonal and customer service skills
• Ability to simplify complex legal/contractual changes to create clear and transparent customer messages
• Ability to partner with and influence individuals and cross-functional teams

• Capacity to understand new concepts quickly and to come up with innovative solutions

• Strong problem-solving skills, ability to identify concerns, gauge gaps and recommend optimal approach
• Outgoing, creative thinker, who demonstrates initiative, positively rising to challenges presented
• Superior attention to detail with the ability to deliver high-quality work under tight deadlines

• Superior organizational and time-management skills and flexibility to change

• Strong ability to deal with ambiguity or competing priorities and to work on many projects simultaneously
• Ability to work under pressure
• Ability to work independently, as well as with many people from various departments, levels and regions
• Sound knowledge of TDIGI General Insurance product offerings

Education/Accreditations

• Undergraduate degree
• Insurance designation an asset
• Knowledge of Agile methodology an asset
• People management experience an asset

• Bilingualism preferred

Hours

35



Main Responsibilities

Accountabilities of this position include:

• In collaboration with business partners and project owners, builds communication strategies taking into consideration all stakeholders' objectives, requirements and constraints.
• Develops workback schedules for each project, keeps Business Owners informed of impediments and ensures unplanned requests are prioritized efficiently.
• Leads key messages/creative development and review meetings with cross-functional teams.
• Ensures customer-centric communications that meet all stakeholders' objectives and TDI communication standards are delivered on time, on budget and with maximum effectiveness.
• Works in collaboration with the Manager, Client Communications, Document Strategy and Delivery to ensure the development and implementation of TDI customer operational documents meet the customers' needs and business needs.
• Manages the Client Communications Content Strategy and Development resources ensuring they have all they need to execute with excellence.
• Builds strong trusting relationships with key internal business partners (Customer Experience, Rating and Classification, Underwriting, Product, Legal, Compliance, Phone Channel, Sales and Strategy. Shared Services, TS etc.), and external vendor(s) to ensure all Client Communications initiatives are assessed efficiently and optimal solutions implemented.
• Manages the relationship with Creative Agency (external vendor).
• Obtains budget approval from the Business (PM and/or Business Owner) and manages invoices payment for TDI operational customer content deliveries (Creative Agency costs).
• Represents Clients Communications in TDI Agile Pods and owns Client Communications story cards related to operational customer content creation.
• Represents Client Communications on various Business Initiatives and provides advice and guidance to TD Insurance business regarding best practices in effective communication aimed at enhancing client experience.
• Constantly reviews and optimizes Client Communications internal processes including Intake process.
• Participates in Risk Events assessment and manages risk event customer-related content.
• Identifies risks within projects and provides solutions/processes to mitigate the risks.
• Ensures governance model is in place and manages appropriate storage of artifacts.

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Business Line

TD Insurance

Job Category - Primary

Insurance

Job Category(s)

Insurance

Job Family

Business Analysis

Time Type

Full Time

Employment Type

Regular