Role: Assistant Communications Delivery Manager

Location: Birmingham, United Kingdom

About the role:As an Assistant Communications Delivery Manager, you sit at the intersection of content, technology and delivery — responsible for the technical execution of customer communications across email, print, digital messaging and PDF channels. You'll convert approved content into clear, complete delivery briefs and technical specifications, manage testing cycles and issue resolution, and carry out final quality checks before communications go live.

At this level, you work with a high degree of independence, managing multiple delivery runways simultaneously and making well-reasoned decisions under time pressure. You'll also contribute to the Customer Communications Centre of Excellence, identifying opportunities to simplify processes, modernise specifications and reduce operational risk across the team.

What you will be doing:

• Translate approved content into channel-appropriate technical specifications and delivery briefs, ensuring requirements are clear, complete and ready for implementation across email, print, digital messaging and PDF channels.
• Manage end-to-end implementation, coordinating with internal delivery teams and external third parties to build, schedule and deploy communications across all in-scope platforms.
• Oversee testing and quality cycles: manage print proofs, test outputs and query logs, resolving issues promptly and maintaining a clear audit trail of decisions and changes.
• Carry out final quality assurance checks to confirm that live communications are accurate, consistent with the approved version and deliver the intended customer outcome, escalating and resolving any discrepancies identified.
• Maintain the communications inventory, keeping records accurate, current and auditable following each live deployment.
• Deliver accessible PDFs: manage content through PDF creation and update, coordinate web-accessibility testing and provide clear briefs to authors to enable timely publication.
• Partner with stakeholders and third parties to identify and implement process improvements, simplifying delivery workflows, improving specification documents and reducing risk in legacy systems.
• Work as part of a multidisciplinary squad to plan and deliver communications that serve different customer segments and support positive customer outcomes.
• Build and maintain trusted delivery relationships with content colleagues, digital authors, agencies, suppliers and internal teams, supporting clear hand-offs, shared accountability and consistent quality.
• Contribute to the Centre of Excellence by sharing knowledge, upholding high standards and helping develop consistent approaches to customer communications delivery.
• Report to the Communications Delivery Manager, escalating risks and issues clearly and maintaining shared visibility across active delivery workstreams.

What you need to be great in this role:

• Experience in a delivery-focused role in Operations, Change Management, Marketing, CRM or Digital, where accurate and timely implementation is essential.
• Strong channel knowledge across owned communications, including email, print and digital messaging, with an understanding of the implementation processes and controls required to deliver them.
• Excellent attention to detail: a methodical approach to proofreading specifications, proofs, test outputs and live communications, with the ability to identify and resolve discrepancies before they reach the customer.
• Technical aptitude: the ability to understand communications-related IT systems and data, including tools such as Jira and Confluence, and translate business requirements into clear technical specifications.
• Strong project management and organisational skills: the ability to manage multiple projects, delivery runways, dependencies and deadlines simultaneously in a fast-paced environment.
• Clear communication and negotiation skills: the confidence to engage stakeholders and third parties, manage expectations and maintain clear accountability across the delivery chain.
• Risk and governance awareness: a solid understanding of the regulatory environment and the discipline to follow governance requirements, controls, approvals and audit-trail processes.
• A continuous-improvement mindset: curiosity about processes and systems, with the ability to identify opportunities to simplify delivery, improve efficiency and reduce operational risk.
• Critical thinking and problem-solving: the ability to investigate delivery issues, assess their impact, escalate appropriately and work with others toward practical, controlled resolutions.
• Collaborative working: the ability to contribute within multidisciplinary squads and build trusted relationships across content, delivery, risk, technology and supplier teams.
• Proficiency with Gen AI tools relevant to communications delivery and operations, used to enhance output quality and efficiency.
• Experience building personal AI workflows to improve day-to-day efficiency — for example, drafting specifications, summarising test outputs or identifying process gaps.
• An agentic approach to delivery planning and problem-solving: breaking complex, multi-step challenges into manageable components and finding clear paths forward.
• Ability to critically evaluate AI outputs and apply human judgement — particularly important in a regulated financial services environment where accuracy and compliance are non-negotiable.

Req ID: 18852

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