Bank Knowledge Management Consultant

6 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 supportive 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 unprecedented rate and need people with the skills, energy and drive to drive our growth. We offer competitive compensation and a supportive work environment with flexible hours.**:
**What will I be doing?**:
**You will join forces with other talented people to support Knowledge Management & Training needs of Manulife bank. The documentation aspect of this role includes making updates to existing documents, creating 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**:

- **Management and oversight of our Procedure Governance Program**:

- **Lead role in creating, updating and maintaining Bank procedural documentation in line with our Procedure Governance Program**:

- **Playing a critical role in the change management & business readiness process by ensuring your business stakeholders are change-ready from a training and procedural documentation perspective**:

- **Launching and evolving our Bank Customer Journey Mapping governance model**:

- **Creating 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**:

- **Organizing and prioritizing competing priorities**:

- **Capitalizing on your ability to build and foster positive, effective relationships to strengthen your partnership with key stakeholders.**:

- **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**:
**The training and knowledge management profession isn’t new to you. You’ve spent three (3) years or more growing your knowledge, skills and experience in this line of work and you have a clear track record of success in delivering & developing training and leading documentation in a fast paced, professional environment**:

- **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**:

- **Knowledge of Manulife Bank products and services 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 learn FAST. You pick up new insights, 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 demonstrate accountable behaviours - you take initiative, and show ownership in everything you do**:

- **You “go with the flow” and can adapt to change, and even adopt it**:

- **You successfully manage competing priorities like a champion**:

- **You maintain your composure and best-self during challenging times or exciting interactions**:

- **You’re comfortable driving solution progress forward - even when your team doesn’t have all the answers yet. Dealing with the unknown and uncertain is no big deal for you**:

- **You’re a capable and innovative problem-solver using sound judgement to make business decisions that get results and solve customer problems**:

- **You are familiar with different approaches for the project teams you’re involved with

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