Hybrid Knowledge Consultant

at Sun Life

• Job title: Knowledge Consultant
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$60,000 - CA$97,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Toronto, Canada

About the role

• Knowledge Consultant at Sun Life developing KM solutions and optimizing processes to improve client experience. Collaborate with cross-functional teams to drive continuous improvement through documentation and best practices.

Responsibilities

• Develop and evolve Knowledge Management (KM) solutions
• Establish and maintain KM best practices
• Create One Best Ways (OBW) for KM programs
• Conduct process optimization to enhance existing processes and procedures
• Drive change and develop recommendations that will positively improve the Client experience
• Develop guidelines on analysis and measurement to drive continuous improvement and innovation
• Ensure KM standards and best practices are well documented, accurate, well organized, consistent and highly effective
• Provide recommendations and support regarding end-to-end KM solutions, standards, framework, tools and technology
• Acting as an advisor on matters related to KM systems, technology, and data
• Work closely with other KM teams to ensure best practices are integrated into KM strategies and initiatives
• Manage sponsor/stakeholder relations to ensure that project delivery expectations are specified and met
• Design efficient and effective process solutions
• Build, sustain and leverage relationships and people networks with cross-functional teams
• Manage Continuous Improvement activities by updating content and ensure easy access to resources
• Lead the assessment of current processes, procedures and workflows to identify inefficiencies
• Own the redesign and optimization efforts enduring alignment with business objectives
• Support change management efforts related to the implementation of new best practices, systems, and process and procedure changes
• Develop and maintain Key Performance Indicators (KPI) and other metrics and provide regular reporting to leadership.

Requirements

• University degree or college diploma in business (or equivalent years of experience in the mutual fund industry or similar field)
• Three years of work experience in Knowledge Management, with technical writing experience, supporting content initiatives and working with cross-functional teams.
• 3-5 years of continuous improvement in a client focused environment.
• Proficient knowledge of KM principles, processes and tools.
• Sound knowledge of project management techniques, tools and methodologies.
• Knowledge of change management methodologies.
• Demonstrated analytical, problem-solving, consulting and influencing skills.
• Experience with MS Excel, MS PowerPoint and MS Visio, and SharePoint.
• Strong customer service skills with a customer focused mindset, with a solid ability to create and maintain strong relationships across the organization at all levels.
• Excellent written and verbal communication skills with demonstrated facilitation skills.

Benefits

• A caring, supportive, and inclusive culture
• Flexible work arrangements
• Professional development opportunities
• Diversity and inclusion initiatives
• Incentive plans under individual and company performance.