Overview :

As the Manager, Knowledge Management Services

• Technical Communications, you will direct and oversee the design and delivery of knowledge management (KM) programs and solutions that enhance customer service, facilitate corporate knowledge transfer for staff and business partners, and improve productivity. This includes establishing and implementing digital performance support tools to increase on-the-job effectiveness. In the role, you will establish evaluation methodologies to ensure consistent and effective delivery of technical communications.

Responsibilities:

• Direct the activities of operational and corporate project teams responsible for the development and delivery of technical KM programs, technical and business communications and web-based performance support information. For example:
• Vehicle Registration and Insurance, Driver Licensing, Identification Cards, and related applications and systems.
• Claims Adjusting, Physical Damage, Injury Management, Estimating, and related applications and systems.
• Corporate level programs including Driver's Education program, Organizational Development and Human Resource polices, and related systems.
• Manage multiple KM projects related to information and on the job learning needs. Assignments involve both short term and long term project teams and can include the supervision of consulting services and contract personnel.
• Establish measurement tools to ensure the effective delivery of information to staff and business partners, using a variety of delivery methods.
• Liaise with stakeholders to develop strategic KM programs that are responsive, relevant and consistent with business priorities.
• Work closely with internal and external stakeholders to identify opportunities for new KM programs in support of overall corporate organizational development plans and organize work to ensure that all corporate knowledge management projects are aligned with corporate priorities.
• Work with Communications and Customer Experience department to identify, select, and maintain content development tools and technologies for technical communication and online learning standards.
• Responsible for reviewing team processes and practices to ensure efficiency and ongoing improvement. Ensures activities comply with Corporate Directives, policies and procedures.

Qualifications:

• Degree in Education or Business Administration.
• Certificate in Adult Education (CAE, CACE), technical communications or equivalent.
• Supplementary courses in blended/e-learning or digital on the job support material development and formal Project Management training.
• Eight years of progressive experience in planning and implementing training and technical communication programs within a large organization, of which three years of experience is in a management or leadership role.
• Experience must include managing large corporate projects.
• Knowledge of Insurance Industry, MPI legislation, regulations, policies, and business rules.
• Leadership skills, with strategic and critical thinking abilities.
• Conceptual and problem solving skills.
• Analyze complex data and develop sound decisions based on such analysis.
• Advanced writing skills and experience writing instructional materials and online business information such as policies and procedures.
• Knowledge of different communication styles required for different media.
• Working knowledge of online learning, blended learning design and implementation.