Supervisor, Technical Communications

Overview:

The Supervisor, Technical Communications builds and maintains strategic partnerships with various internal and external stakeholders, and vendor partners to create and implement comprehensive documentation programs with the objective of enhancing customer service, increasing on-the-job effectiveness, and developing staff and business partner knowledge and skills.

This position is accountable for the timeliness, accuracy and overall effectiveness of the delivery of business communications, policies, procedures, and business rules related to Manitoba Public Insurance products and services. This accountability involves analyzing and/or interpreting business/product information and operational processes to ensure the creation of comprehensive documentation programs.

Responsibilities:

• Leads and manages documentation programs within a portfolio or assigned project.
• Develops, delivers and maintains internal and external technical communication in coordination with other internal MPI departments.
• Ensures information accuracy through research, content owner involvement, and approval in accordance with KMS practices.
• Implements a comprehensive documentation methodology using industry best practices in documentation and usability, including analysis, design, development, implementation and evaluation.
• Plans and delivers technical communication programs for required audiences as well as plans and directs the development of technical documentation materials produced by other departments.
• Performs and/or interprets analysis of business/product information and operational processes in order to ensure full consideration in creating documentation programs.
• Develops knowledge of systems, products or services for the purposes of communicating to others regarding business requirements and/or online support materials.
• Ensures continuous improvement of existing supporting material and user requirements through regular program evaluation by performing a needs analysis, reviewing current documentation, assessing delivery options, and assisting with the development of new processes and documentation.
• Responsible for ensuring the development of clear and understandable visual communication materials.
• Develops and administers an effective approval process for all internal documentation within the portfolio.
• Liaises with management and other internal and external stakeholders to research operational needs and documentation effectiveness.
• Conducts performance evaluations of project and operational writing team members, using regular feedback as a means for employee development and performance improvement.
• Actively participates in and engages others in decision-making, information sharing, identifying opportunities for improvement, and resolution of client group concerns.
• Identifies staff training and development needs and ensures that current development plans are created and acted upon.
• Develops technical writing project plans, assigns tasks to writing teams, and manages work activities, timelines, and deliverables.
• Leads writing teams on corporate projects and initiatives in the development of performance support solutions that support enterprise knowledge management.
• Acts as a key contact for senior project resources to assist with business process solutions.
• Participates in the development of training materials and performance support solutions to ensure alignment with established technical communication standards.
• Works closely with the Design and Digital Media team to ensure a consistent corporate look and feel is maintained on internal and business partner information websites.
• Liaises with external organizations and professional associations regarding developments in technical communication

Qualifications:

Education and Experience:

• Degree in Communications or a related discipline.
• Four years working in one or more communication disciplines, including one year writing for an online environment and leading related projects.

OR

• Certificate or Diploma in Technical Communications or a related discipline.

• Five years working in one or more communication disciplines, including one year writing for an online environment and leading related projects.

• One year in a leadership capacity.

• Education in Business Administration or Business Analysis, is an asset.

Technical Knowledge and Skills:

• Advanced interpersonal and customer service skills with the ability to deal tactfully with sensitive issues in a confidential manner.
• Intermediate leadership, project management, planning, and organizational skills.
• Ability to transform highly technical documents into clear, concise written material for a variety of audiences.
• Working knowledge of documentation design and usability best practices in an online environment.
• Knowledge of best practices and trends related to technical communication and public relations.
• Ability to assess organizational needs and documentation effectiveness and to modify programs/documents appropriately.
• Advanced problem solving and analytical skills.
• Ability to conceptualize and execute innovative and effective communication plans/programs.
• Knowledge of key concepts involved in web experience testing, structured content, and information architecture.
• Ability to work independently, and as part of a team.
• Advanced interviewing and listening skills for soliciting/creating or validating/understanding business requirements.
• Ability to handle multiple tasks and prioritize assignments to meet deadlines.
• Knowledge of corporate operations and policies is an asset.
• Working knowledge of Microsoft Office, including Word and Excel.
• Experience using SharePoint is an asset.
• Advanced attention to detail.

Or an equivalent combination of the above.

Conditions of Employment:

• Applicants are required to provide a criminal record check and participate in testing as part of the recruitment process
• This position is (occasionally) required to work non-business hours to perform an implementation or other support duties.

Employee Benefits:

Health benefits

We offer a comprehensive health benefits program that includes:

• flexible health, dental and vision plans
• health spending account
• travel health coverage
• other extended health benefits such as ambulance, massage and physiotherapy

Financial security

In an effort to support financial security, we offer:

• registered pension plan
• group, dependent, and optional life insurance coverage
• critical illness insurance
• sick leave to cover short-term disability
• long-term disability

Wellness

We offer programs that focus on how to better achieve a balance between work and personal commitments, as well as maintain a healthy workplace culture. This includes:

• vacation entitlement
• flexible work arrangement for eligible positions
• maternity, parental and adoptive leaves
• bereavement and family responsibility leaves
• employee and family assistance program
• mental-health programming
• lunch-and-learn offerings
• discounted gym memberships and wellness account

Diversity and inclusion

Manitoba Public Insurance believes that diversity and inclusion strengthens us. We consider ourselves to be a barrier-free organization where individual values, beliefs and practices are respected and appreciated for the diversity they bring to our work life.

Employee recognition

It's important to recognize our employees for their contributions. Not only do we recognize employees as they achieve milestone years in their careers, we also have several outlets for leaders and peers to reward each other for work well done.

Professional development

We want our employees to grow, which is why we offer support in keeping their skills up-to-date. We offer in-house training, professional development and an educational assistance program.

Safety and health

In an effort to encourage a safe and healthy work environment, we offer various safety, health and workplace policies and programs along with technical expertise and assistance to support employee activities in safety and health.