Operational Content Specialist

First West Credit Union; City of Langley; On-site; CAD 65,000 - 85,000; Full time

Job summary

Join a leading financial cooperative as an Operational Content Specialist in Langley. This role involves content management, regulatory adherence, and cross-departmental collaboration to enhance operational efficiency. You'll utilize your expertise in technical writing and project management while enjoying a robust benefits package that includes mental health resources and flexible work arrangements.

Benefits

Mental health coverage and resources

Customizable health benefits

Performance-based compensation

Vacation time and flexible work arrangements

Qualifications

• 4 years' related experience in content management required.
• Experience in financial services preferred.
• Ability to work independently and collaboratively.

Responsibilities

• Oversee content management processes and ensure regulatory compliance.
• Lead project management initiatives and provide operational support.
• Manage content migration to the PGPP Portal and ensure clarity.

Skills

Effective interpersonal and communication skills

Proven organizational skills

Logical and critical thinking

Exceptional written communication

Strong understanding of web applications

Education

College, Trade or Tech School Diploma (2 years)

2-year technical writing certificate or diploma

Lean Greenbelt

Tools

MS Office

Job description

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Job Description

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.

Job Description

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.
  
  

About Us

What’s in it for you:

First, we strive to make our team members feel genuinely rewarded. You’ll have:

• Mental health coverage and resources
• Customizable health benefits, as well as topped-up parental leave
• Performance-based compensation, employee banking advantages and group RRSP matching
• Vacation time and flexible work arrangements to support your lifestyle
  
  

We are committed to providing a fair, equitable, and competitive rewards package that reflects the value an individual brings to our organization. The compensation mentioned in this job posting should serve as a guide. The total cash compensation earned may vary based on a variety of factors including bonuses and/or incentives, an individual’s skills and experience, and may correlate with performance in the role.

We also provide and encourage opportunities for our employees to make a meaningful impact. After all, as a credit union we’re powered by giving back—in big ways and through small gestures. That's why we offer employees paid time off to volunteer, partner with thousands of local charities, build long-lasting relationships that help our members get ahead and commit to environmental, social and governance (ESG) practices.

By joining our team, you’ll be able to elevate your potential. Wherever your own purpose leads, we’re here to support you with award-winning in-house training programs, access to LinkedIn Learning, and reimbursement for external courses to help you get ahead.

Take the next step in your career as part of our team. Apply for this opportunity!

Candidates, please note: if you are being considered for this role, you will be required to complete a background check, such as employment verification, credit check and criminal record check.

Diversity, Equity, Inclusion & Belonging

At First West Credit Union, we embrace diversity regardless of gender identity or expression, sexual orientation, religion, race, ethnicity, age, diverse ability, and any aspect that makes someone unique. Inclusion is woven through our organization, from our employee-led network groups, hiring practices and education programs that address barriers and continually grow our equitable, diverse and inclusive culture.

We encourage people who are from equity-deserving groups to apply for a career with us, including women or non-binary people, persons with diverse abilities, Black, Indigenous Peoples, People of Colour and members of 2SLGBTQIA+ communities.

If an accommodation would help you during the process of applying or interviewing for a career with us, please let us know how we can assist you, whether it’s preparing materials in an alternate format, booking an accessible meeting room or other arrangement.

Your individuality is welcome here.

About Us

We’re a financial cooperative that does things differently. We provide time-tested advice that helps our members feel optimistic about their future, and we offer comprehensive banking solutions that enable people to confidently reach their goals. With the financial strength and extended branch network of a large financial institution, we maintain local connections to our communities and take a unique grassroots approach to service. Our more than 250,000 members and approximately 1,250 employees operate from 45 branches throughout the province of BC, under the Envision Financial, Valley First, Island Savings and Enderby & District Financial brands. Visit firstwestcu.ca for more information on First West Credit Union.

Please know we appreciate your interest in us but only candidates selected for an interview will be contacted.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing, Public Relations, and Writing/Editing

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