Operational Content Coordinator, Kelowna

We are currently seeking an Operational Content Coordinator to join our team.

The Operational Content Coordinator is responsible for reviewing, editing, and creating content to ensure employees have the information required to complete their day-to-day activities in a timely manner. The role provides operational support when required to ensure issues that arise are handled quickly and efficiently to provide members with an exceptional experience from our Tru Cooperative Bank (Tru) employees. The Coordinator ensures that business needs are identified, addressed and end user experiences are considered when project or operational changes are being implemented.

Here’s what would be included as a part of your typical day

Writing&Editing:

Reviews requests for new content and edits existing policies, guidelines, processes, and procedures (PGPP) submitted to the content management inbox. Uses knowledge of branch operations, Central 1 manuals, acts, rules etc. to create and update content within the PGPP portal. Ensures content is written clearly, and contains the detailed steps and information required for employees to complete tasks.

PGPP Standards:

Uses knowledge of Tru’s standards and the PGPP templates to confirm content quality is consistent on the PGPP Portal. Ensures content uses proper spelling and grammar as outlined in the Canadian Press Style Guide.

Understanding Audience:

Determines the audience for all content published on the PGPP Portal. Understands the unique needs of the specific audience when producing content. Recognizes the audience’s knowledge level and day-to-day activities to tailor the content to their needs.

Content Review:

Reviews operational content annually to ensure existing content on the PGPP portal is up to date. Reviews all content on the PGPP Portal to confirm PGPP standards are maintained. Collaborates with key stakeholders and subject matter experts to provide guidance, determine business requirements, and support implementation of changes to content. Documents decisions made for corporate memory.

Operational Support:

Acts as a subject matter expert for operational content and provides support to the Help Desk, Tier 3 operational support and other areas of the business, as required. Develops content to ensure branch employees and support teams have detailed instructions on how to complete processes and procedures.

Project Support:

Leads or participates in Central 1 projects to support business needs and provide perspective; researches and collaborates with key stakeholders to implement branch facing projects providing training, operational content, support documents, and communications to ensure effective execution of project deliverables.

Content Migration:

Assists other departments with migrating their PGPP content from the Hub to the PGPP portal. 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.

Required Skills, Experience&Qualifications

College, Trade or Tech School Diploma (2 years) / Completion of a technical writing certificate or diploma or equivalent combination of education and experience required

2 years’ related experience required

Retail banking branch experience in a supervisor or financial advisory role experience 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

Exceptional written communication skills, including advanced use of grammar and composition

Proficient with computer software applications . 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

Basic knowledge of project management

Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.

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