We are currently seeking an Operational Content Specialist to join our team.
The Operational Content Specialist is responsible for overseeing the end-to-end content management process including the completion of the annual review cycle. This position is responsible for managing policies, guidelines, processes, and procedures (PGPP) stored on the PGPP Portal and for leading other departments with migrating content to the portal and ensures PGPP standards are followed and implemented and providing thorough operational advice, and analysis related to all functional business areas. The Specialist leads or provides support with operational projects and initiatives.
Here’s what would be included as a part of your typical day
Content Management Creation: Works with subject matter experts to review and complete requests for new content and edits existing content submitted to the Content Management team. Uses knowledge of Operations, Compliance, Central 1 manuals, acts, rules, etc. to create and update content within the PGPP Portal while ensuring it meets regulatory requirements. Ensures that content is clear and concise while aligning with the portal style guide, PGPP templates and template standards. Supports the Operational Content Coordinator to create tips & tricks to enhance the end user experience on the portal.
Content Management Governance: Oversees the end-to-end content management process including ensuring the annual review cycle is complete. Monitors for adherence to established workflows & escalates to Manager, Operations in cases of non-conformity. Maintains and updates PGPP templates and approval matrix. Flags, unpublish or removes content that does not meet standards. Archives outdated content. Manages weekly update process and communicates changes to Regional Operations Leaders as required. Provides daily support and direction to Operational Content Coordinator.
Operations: Subject matter expert for operational items. Ensures Help Desk is provided with timely answers to tier 3 operational support requests. Ensures thorough analysis is completed to provide the appropriate advice while ensuring service delivery is optimized. Identifies gaps in current processes and procedures and ensures content is updated or developed, in collaboration with appropriate stakeholders.
Project Management: Leads Central 1 projects to support business needs and provide perspective; researches and collaborates with key stakeholders to implement front office facing projects. This includes creating a project plan, change checklist, as well as providing training, operational content, and communications to ensure effective execution of project deliverables. Escalates any issues requiring a decision document or record to the Senior Operations Specialist. Through identification of tier 3 operations support, leads initiatives to correct, create or enhance content with appropriate stakeholders. Participates in assigned corporate projects and provides subject matter expertise on matters related to Operations.
Content Migration: Leads other departments with migrating their PGPP content from the Hub to the PGPP Portal in a timely manner with minimal impact to the end user. Collaborates with Content Owners and subject matter experts to identify gaps, ensure content is current, information is not missing, and is written clearly and easy for employees to understand.
Agile: Provides support and direction where needed/requested to Agile squads through Compliance and PGPP Centers of Excellence.
Required Skills, Experience & Qualifications
College, Trade or Tech School Diploma (2 years) in a related discipline required
2-year technical writing certificate or diploma preferred
Lean Greenbelt preferred
4 years' related experience required
Experience working in the financial services industry with exposure to business functions and integrated credit union/business systems required
Knowledge of project management preferred
Ability to work independently, as well as collaboratively in a team environment
Effective interpersonal and communication skills, both verbally and in writing with a wide variety of stakeholders
Proven organizational skills, including balancing multiple responsibilities, and effectively meeting deadlines
Demonstrated track record of logical and critical thinking, with superior project management and planning skills
Exceptional written communication skills, including advanced use of grammar and composition
Proficient with computer software applications e.g., MS Office
Strong understanding of internet and web-based applications
Demonstrated operational expertise in various financial services systems
Knowledge of FI policies, procedures, product/services
Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.
