Knowledge Management Specialist

6 months ago

Vancouver, Canada Aviso Wealth Full time

**Aviso Wealth**:
**The Opportunity**:
We’re looking for a Knowledge Management Specialist to join our Customer Service Experience Knowledge team.

Reporting to the Director, Knowledge, Quality & CSE, you will be responsible for building and maintaining the Customer Service Experience team’s knowledge management (KM) database, including KM templates, standards, processes, policies, documents, etc. to ensure our Service Centre team has what they need to be able to successfully service our advisors and clients. This requires a high degree of cross-functional collaboration with internal and external partners in our various lines of business, direct and indirect influence, and project management. You will be a key contributor in the development, implementation, and maintenance of Aviso’s Service Centre’s knowledge base.

**Who you are**:

- **Service** - You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients’ needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
- **Execution** - You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
- **Collaboration** - You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization

**What your day looks like**:

- Define and develop knowledge management processes, standards and templates to ensure consistency of knowledge articles
- Develop and transition both new and existing support documentation, processes, procedures and policies into the knowledge base
- Support development of knowledge-based products that strengthen the Service Centre's overall performance, including best practices, lessons learned, success stories, etc.
- Monitor and evaluate the effectiveness of knowledge management initiatives, identify gaps and opportunities for improvement, and propose solutions to enhance knowledge capture, organization, and utilization, as well as training and quality processes and procedures
- Prepare regular reports and presentations to communicate progress, achievements, and areas for improvement
- Promote a knowledge-sharing and continuous improvement culture and provide training and support on knowledge management practices
- Other duties as requested

**Requirements**:
**Your experience and skills**:

- Excellent at listening, making people feel heard and valued
- 3 or more years of experience in a similar role, preferably in a customer service environment
- A believer in servant leadership; an eternal student of service and learning
- Someone with a strong work ethic who leads by example - you work hard, play hard and expect nothing less from those around you
- Good understanding of knowledge management principles, methodologies, and best practices
- Excellent written and verbal communication skills with the ability to explain complex ideas in easy-to-understand language
- Generating enthusiasm for knowledge sharing and transfer across a variety of organizational levels
- Project management skills to plan, execute, and monitor knowledge management initiatives with the flexibility to adapt to meet changing business needs
- Someone who is not afraid to ask others for help when needed
- Not territorial or worried about looking good but would rather everyone look good together
- Proficiency in the following:

- Office 365
- Content/video editing tools (Vyond, Adobe Creative Cloud, Photoshop, etc.)
- Knowledge Management Technology and Learning Management Systems is an asset
- Fluent communication skills in English are required; bilingualism in French is an asset

You will be measured on the two metrics that matter the most - Employee and Customer Satisfaction.
- World class service as demonstrated by the Contact Center having amazing Customer Satisfaction
- Leadership and ability to motivate and inspire as measured by high employee satisfaction, low absenteeism, turnover, etc.
- Commitment to team as measured by leader and peer compliments

**Benefits**

**Why Aviso Wealth?**

At Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

- Competitive compensation package that rewards and recognizes individual contributions
- Excellent health, dental and insurance benefits to meet the diverse need

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