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Best Practice Manager, Knowledge

2 weeks ago

Waterloo, Canada Sun Life Full time

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Reporting to the Director of Best Practice, the Best Practice Manager - Knowledge will develop and evolve the Client Care Center Knowledge Management (KM) strategy by taking the business lead on AI solutions to enhance the knowledge framework.

You will leverage your effective relationship building, ability to execute with excellent, and extensive knowledge management experience to drive change and develop a KM strategy that will positively improve the Client experience. You will develop a governance framework for analysis and measurement to drive continuous improvement and innovation, and report on value realization.

**What will you do**:

- Take the business lead on a platform-driven AI solution to restructure and rewrite the CCC knowledge; imagine and define the future of knowledge in the Client Care Center and ensure foundational framework is in place to execute on the long-term strategic vision
- Create a governance structure for knowledge management continuous improvement, changes and enhancements
- Provide leadership support regarding end-to-end KM solutions, standards, framework, tools and technology; take ownership on matters related to KM systems, technology, and data
- Manage sponsor/stakeholder relations to ensure that project delivery expectations are specified and met; build, sustain and leverage relationships and people networks with cross-functional teams
- Own the knowledge redesign and optimization efforts ensuring alignment with business objectives and driving meaningful improvements
- Foster and support collaboration across functional disciplines (e.g. Change Management, Training, Quality, etc.) to drive process optimization and knowledge sharing, ensuring greater efficiencies, alignment and continuous improvement.
- Support change management efforts related to the implementation of new knowledge framework and tools
- Develop and maintain Knowledge Key Performance Indicators (KPI) and other metrics and provide regular reporting to leadership. Provide recommendations on actionable insights and areas for improvements

**What you need to succeed**:

- Proven ability to implement & govern knowledge management frameworks & solutions using technology such as AI
- Excellent/strong leadership, people management, presentation, consulting, negotiation, interpersonal, communication, motivational, organizational, and planning skills to mentor a team
- Strong collaboration skills with a client focused mindset, with a solid ability to create and maintain strong relationships across the organization at all levels
- Experience executing on strategic projects with multi-year roadmaps, ideally in an agile framework; with the ability to prioritize, manage & report on multiple projects
- Experience defining and reporting on knowledge KPI and other project value realization
- Strong knowledge of KM principles, processes and tools, including taxonomy, content modeling, information architect, working in both unstructured and highly structured content standards
- Knowledge of change management methodologies

**What’s in it for you?**
- We’re proud to be recognized as a company with a 2024 Most Trusted Executive team by Great Place to Work® Canada
- Access to short-term assignments or ‘Gigs’ across the organization, to help you develop new skills and connections.
- A collaborative and interactive team environment
- Charitable giving through our You Give, We Give program lets you give back to your community - and in many cases, we’ll match your contributions.
- Care Days available for self-care or care of others (i.e., family or others you may support) and Sick Days to support your well-being.

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

**Salary Range**:
78,000/78 000 - 128,000/128 000

**Job Category**:
Business Analysis - Process

**Posting End Date**:
10/07/2025