- Acts as subject matter expert providing guidance and advice to project members and influence on methods/ways to properly design, configure and develop complex communication templates.- Create and maintain HTML based emails, landing pages with dynamic content and SMS via Content Builder in Salesforce Marketing Cloud. - Develop complex and “smart” member correspondence templates through MS Word Content Controls features in a standardized and structural manner to ease future enhancement and support.- Develop comprehensive UAT test plans, test cases and test scripts based on user stories and business requirements. Collaborative with the business stakeholders to obtain sign-off on UAT results and readiness for production deployment.- Manage activities to investigate, triage, diagnose and resolve complex correspondences related issues, working with internal stakeholders (occasionally external).- Conduct scope and solutions analysis for Correspondence projects related activities. Provide data advisory, data completeness and data reference meeting various business requirements.- Provide technical specification effort estimates.- Translate business requirements into technical specifications and provide input into enhancement/modification of DWH for developers to execute.- Drive templates development in support of best practices in data management and production support and maintenance.- Consistently update and maintain Operations and Support knowledgebase.- Work closely with Product Owner, business analysts, test analyst and developers to ensure that agile user stories and acceptance criteria are complete, clear, concise and comprehensible.

- Creating and ongoing maintenance of: statement templates, business requirements, specification documents and user guides, adhering to standard business principles.- Working closely with business process and product owners to obtain appropriate approvals prior to commencing and/or deploying new or updated statements.- Using project management methodologies in statement review process and creating project plans.- Testing and implementing work including preparing and completing test plans and ongoing maintenance of issues via an issues log – utilizing offshore testing resources when applicable.- Provide technical specification effort estimates.- Complete traceability and/or data mapping matrixes as part of solution design alignment with Business Requirements.- Provide input into the creation and ongoing maintenance of internal procedures and technical documentation, user education etc.

- Ownership and management of deduction processing and data integrity sweeps for assigned funds, including resolution of any resulting issues.- Ownership and management of all reconciliations, including resolution of exceptions and variances.- Completion of annual review production tasks by required deadlines, this includes all pre review & post review tasks as required.- Liaison with internal and external parties to escalate or resolve fund-level transaction issues.- Assisting large BAU projects impacting the fund, for example, Supermatch campaigns, Bulk ERF processing, Intra-fund consolidation, Loading bulk new members.- Providing monthly and quarterly report as required by custodian, and internal actuary for assigned funds.- Peer review work completed by our Global Operations Team members as well as providing input into process improvements and development of processes.

- Process and complete administrative transactions (benefit payments, member/employer applications, insurance classification set-up, correspondence, contributions, emails and follow up enquiries).- Assist in preparation of business reporting for team, management and internal and external stakeholders.- Investigation of Data Integrity Reports, Identify and investigate system issues and liase with IT Support for resolution.- Participate in user testing activities (system, web and other administrative support systems) as required.