Knowledge Management Specialist

3 weeks ago

Golden Horseshoe, Canada Greenstone Financial Services Canada Full time

POSITION: Knowledge Management Specialist

WHO ARE WE?

Greenstone Financial Services was founded in 2007 and quickly become a leading distributor of direct-to-consumer insurance solutions in Australia, New Zealand and now Canada. Backed by majority shareholders Ontario Teacher’s Pension Plan (OTPP) and Caisse de Dépôt et Placement du Québec (CDPQ), we've expanded into the Canadian market, introducing affordable, high-quality insurance products.

Our commitment to data-driven decision-making and a continually evolving product offering reflects our dedication to meeting the ever-changing needs of our customers. Renowned for award-winning customer service, we leverage technology and analytics to design, administer, market, and distribute a variety of insurance products in collaboration with the world’s most trusted underwriters. Join us in shaping the future of insurance.

PURPOSE OF THE ROLE

The Knowledge Management Specialist will be responsible for updating all centralized Customer Operations material ensuring all documentation management, content, version control, workflows and storage remain uniform and accurate in line with best practice.

KEY ACCOUNTABILITIES

The following aspects of this role are indicative only and in no way limit the Company in allocating additional accountabilities (specific tasks, projects, or related activities) to the employee, within the scope of the employee’s level of competence, experience, knowledge, and qualification.

Compass:

  • Maintain and update Compass with any changes, new links, and documents, for Customer Operations, which includes Support, Care, Claims, Sales, and Quality Assurance.
  • Provide communication to the relevant departments via an Announcement on Compass for any important changes to processes or knowledge.
  • Consistently review Systems and Processes and seek to implement changes where applicable as part of continuous improvement culture.
  • Attend Business Readiness meetings impacting Customer Operations and identify impacted resources/collateral that will require updates in line with the project objective.
  • Provide consistency across Customer Operations (Support, Care, Claims, Sales, and QA), where possible when a change or update to processes or scripts are made.
  • Supporting other departments, with any updates required on Compass, requests for documentation/resources and general inquiries.
  • Provide ongoing assistance to the Knowledge and Management including supplying documentation, updating Compass, and publishing where required.
  • Attending to all requests within Compass Inbox and any feedback provided within Compass.
  • Provide regular reporting to key stakeholders on usage and activity at a regular cadence, host regular touchpoints for stakeholders.

Content Author:

  • Maintain all CCS correspondence for Canada including Customer letters and emails.
  • Ensure all correspondence changes are tested within the appropriate environments before deployment.
  • Manage review and approval process of key stakeholders.
  • Complete CCS Audits for Canada within given timeframes and while collaboration with key stakeholders.
  • Complete CCS Audits for Canada within given timeframes and while collaboration with key stakeholders.

POSITION REQUIREMENTS

Essential

  • Proven experience developing and managing an effective Knowledge Management framework and process.
  • Experience or working knowledge of the Financial Services/Insurance industry.
  • Highly developed stakeholder engagement skills with ability to drive change.
  • Passion for managing, retaining, and sharing knowledge.
  • Demonstrated experience working within a deadline driven environment.
  • Strong understanding of the Sales, post-sales, and Customer life cycle
  • Solution focused with strong attention to detail.
  • Ability to handle competing priorities and manage deadlines.
  • Excellent written and verbal communication skills
  • Sound MS application suite skills including Excel, Word, and PowerPoint

Desirable

  • Experience in Customer Support, Customer Care or Claims

BENEFITS

That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer:

What's in it for you?

  • Funded Induction product training and on-going coaching and support
  • 4 weeks' vacation leave per year
  • 10 Sick/Personal days
  • Hybrid role (3 days in office 2 days working-from-home)
  • 100% employer paid health benefits
  • $500 Health spending account
  • Parental leave top-up
  • 5% RRSP matching
  • Growth opportunities
  • Free weekly lunches and more

Apply Now

If this role interests you, we would love to hear from you

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