Bank - Knowledge Management Specialist

7 months ago

Waterloo, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

**Are you looking for unlimited opportunities to develop and succeed? With work that makes a difference in a flexible and encouraging environment, while helping customers achieve their dreams and aspirations?**:
At Manulife Bank, we believe banking products are an integral part of every Canadian's financial plan. As one of Canada's youngest banks, we are growing at an outstanding rate and need people with the skills, energy and passion to drive our growth. We offer competitive compensation and an encouraging work environment with flexible hours.

**What will I be doing?**

You will join forces with other talented people to support Documentation and Training needs of Manulife bank. The documentation aspect of this role includes making updates to existing documents, crafting new documents, as well as overseeing and coordinating a procedure governance control process in collaboration with teammates. The training aspects of this role include providing required training on new and changing impacts to operational processes to ensure our staff are prepared to embrace changes and support our customers.

You will be working collaboratively with Manulife Bank’s Agile Delivery Organization as an enablement service to impacted stakeholders.

**Your responsibilities would include:
- Coordinating and prioritizing challenging priorities
- Understanding and maintaining business records related to documentation changes and training decisions
- Analyzing training impacts and making recommendations
- Creating and updating documentation as needed
- Crafting and maintaining Bank Customer Journey Maps & process maps
- Working with stakeholders to identify appropriate training audiences and delivery approaches
- Planning and delivering training through various mediums - in person, remotely via Teams, or via eLearning modules
- Partnering with Agile squads and other bank delivery teams to represent training/documentation impacts to support smooth delivery
- Capitalizing on your ability to build and foster positive, effective relationships to strengthen your partnership with key team members.
- Using your problem-solving skills and sound judgement to make business decisions and recommendations to support priority delivery
- Influencing your teammates with your good humor and passion for your role

**What we are looking for**:

- You are a strong communicator
- Salesforce / ManuKNOW knowledge is an asset
- Agile Delivery knowledge is an asset
- Adult Education experience or education is an asset
- You have Customer Journey Mapping experience
- Knowledge of Banking products
- Experience with Manulife Bank is an asset
- You never lose sight of the customer - their needs and their experience in doing business with us. You put the customer at the center of everything you do
- You work well in a team environment
- You are a strategic thinker with the ability to think conceptually beyond day-to-day business realities and to effectively consider downstream impacts.
- You learn FAST. You pick up new ideas, concepts, technologies, and tools easily.
- You have an approachable style that just makes people want to work with you - and that helps build great relationships between other people and groups
- You “go with the flow” and can adapt to change
- You successfully manage competing priorities like a champion
- You maintain your composure and best-self during challenging times or challenging interactions
- You’re a capable and innovative problem-solver using sound judgement to make business decisions that drive results and solve customer problems
- You don’t like to stand by when you notice that there’s something that could work better for your initiative, team, or Manulife Bank. You want to improve things - and you do something about it
- You know how to build successful relationships with your coworkers and mesh naturally in an environment with geographically and culturally diverse cross-functional teams
- You already know a bit about financial services and Bank products and the types of technology solutions that allow a Business to manage them
- You are accountable - you make it happen, you own it, and you find solutions

**So, what’s next?**

If you're interested in the idea of joining our team don't let this complete list of items deter you. Send us a resume and a cover letter telling us about yourself and why you want to work with us. We are looking for our next great team member - and we want to hear

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