Knowledge Manager

We're searching for a Knowledge Manager on our Business Technology Enablement Office. Are you searching for new possibilities?

Westland Insurance Group Ltd has an exciting full-time opportunity for a Knowledge Manager to join our Business Technology Enablement Office team in Surrey, BC at our head office. The Knowledge Manager will play a critical role in overseeing and maintaining the information our teams use to perform their work. You'll primary work on projects to collect and document standard operating procedures, rewrite current policies, and organize content in a way that's easily accessible. You'll also act as a point of contact for questions related to business processes and take a data-driven approach to optimizing Westland's internal knowledge hub.

Expected Compensation: The expected hiring range for this role is $74,000 to $92,500 based on a 35-hour work week. Actual offered salary will depend on the successful candidate's qualifications and experience, as well as market conditions for the role, and internal equity.

Westland is committed to continuous learning where employees can grow their potential and write the stories of their careers.  Financial assistance is available for approved work-related training/development courses leading to certification, and programs that offer professional development, including seminars and conferences.

Discover what's possible, with Westland.   

The Westland story is all about growth, and that means plenty of possibility for everyone on our team. Every day, Westland proves that building a great business means taking care of communities, clients, and each other with equal commitment. As we continue to open new doors, we're inviting amazing people like you to join us.

As a Knowledge Manager, you'll join our Communications team and play a critical role in overseeing and maintaining the information our teams use to perform their work. You'll primary work on projects to collect and document standard operating procedures, rewrite current policies, and organize content in a way that's easily accessible. You'll also act as a point of contact for questions related to business processes and take a data-driven approach to optimizing Westland's internal knowledge hub.

To be successful in this role, you'll be an excellent writer who is skilled at creating clear and concise knowledge materials and using templates and content management systems (like SharePoint). You're eager to take ownership and effectively solve issues while centering on the employee experience. You possess solid ability and experience in using process maps and technical documentation to create content

Interested in learning more? 

Why you'll love Westland:

• An open, flexible and welcoming workplace 
• Plenty of opportunities to grow and learn
• Autonomy to drive your own success
• Be part of our inclusive culture, alongside an extraordinarily talented community of people with a wide variety of backgrounds
• A total rewards program that takes care of your financial, physical, and mental health 
• Flexible paid Values Days to celebrate days important to you
• Paid Volunteer Days for employees as part of Amplifying Communities, a program to support causes that matter most to our employees and clients

Why we'll love You: 

• Bachelor's degree in communications, project/program management, business, or other related fields
• 5+ years of experience in a content development role (with writing samples to demonstrate experience)
• Strong communication skills: oral and written including facilitation and excellent technical writing
• Strong detail orientation with the ability to be methodical, and detail-oriented
• Experience with Microsoft SharePoint and other content management systems
• Strong aptitude for learning new technologies and developing content frameworks
• Self-starter, motivated to work through new challenges
• Experience managing projects and working independently
• Organized and structured, balancing multiple priorities with ease
• Experienced using analytics and data to curate and optimize content
• Experience implementing and influencing changes in organizations (Change management)
• Familiarity in human-centered design and information architecture
• Demonstrated problem solving and critical thinking abilities
• Ability to work independently and as part of a multi-disciplinary team
• Self-aware, stays objective and positive during the support process

Once here, you'll:

• Develop and manage Westland's central source of truth for distributing knowledge resources (e.g., policies, procedures, and process guides) in a centralized hub
• Support Westland's content strategy to capture and share implicit and explicit knowledge and align and standardize ways of working. This includes developing templates, publishing processes and content creation guidance materials which can be shared with stakeholders to encourage alignment and reduce silos
• Organize and maintain navigation and keywords/tags making content organized, searchable, and accessible by all employees with very few clicks, monitoring search and click analytics and optimizing to meet employee's needs
  
• Measure, adapt and evolve the knowledge hub content to ensure it is optimized to retain intellectual capital within Westland and facilitate successful knowledge transfer to new employees. Monitor usage and optimize content based on what's most frequently referenced
• Proactively seek to connect with employees in-person and over Teams to collect feedback and identify friction points. Ensure the knowledge hub increases the ability of employees to self-serve where previously they would have needed to ask a colleague
• Develop effective, respectful, and collaborative relationships with various departmental and stakeholder groups while identifying champions to support content development. Lead and build excitement for organizational culture shifts around knowledge building and sharing. Facilitate a community of practice with representatives from various teams to provide a forum for employees to ask questions, facilitate learning and knowledge transfer
• Act as a point person for escalations, questions, concerns, or issues that arise related to business process and procedural documentation, working to resolve issues in a way that considers the employee and client experience
• Review long, detailed guides and manuals and rewrite content to align Westland's internal communications guidelines, simplifying the complex. Create graphics, diagrams, and charts to improve the quality of Westland's knowledge content
• Conduct evaluations and collective feedback to identifying ways to improve the knowledge system and ensure that the tool and content is meeting objectives and increasing organizational effectiveness
• Use appropriate tools (e.g. Lucidchart, Excel, Web Analytics, SharePoint, etc.) to support the content development process, monitor performance, stay organized and report on work progress

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Want to get to know each other better? Send your resume our way. 

You belong here 
We strive to be much more than a great place to work. Here, you join a collective of incredibly vibrant, purpose driven, and open-minded people. Every day, Westland proves that building a great business means taking care of communities, clients, and each other with equal commitment. You will be supported and respected for who you are and for the voice you add to the conversation.  
 
At Westland, you will feel the power of community. Westland Insurance Ltd. is an inclusive organization that values diversity in its workforce. We listen, champion equity and diversity, and create safe welcoming spaces where everyone has a voice and is free to be themselves. Westland Insurance Ltd. encourages applications from all qualified individuals and will accommodate applicants' disability-related needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.  
 
If you require a disability-related accommodation in order to participate in the recruitment process, please contact the recruitment team by email