Knowledge Consultant

The Operational Learning and Performance (OLP) team provides innovative and digital learning, quality, and knowledge management solutions to the Canadian Operations business lines. Our solutions are aligned to the overall strategy and vision for Canadian Operations and enable our business partners to provide client centric service excellence.

Reporting to the Director of Operational Learning and Performance, the Knowledge Consultant will develop and evolve Knowledge Management (KM) solutions, establish and maintain KM best practices and create One Best Ways (OBW) for the onboarding of new KM programs. You will develop guidelines on analysis and measurement to drive continuous improvement and innovation. You will design consistent and standard practices across all KM teams, maintain the KM Maturity Model, existing content, tools and capabilities to help our Business Partners accelerate their performance and continuously improve.

What will you do:

• Ensuring our KM writing standards and best practices are well documented, accurate, well organized, consistent and highly effective
• Develop new or enhance existing business partner KM programs that support the business strategies in line with the Maturity Model (OBW), KM Framework and Guiding Principles
• Provide continuous improvement recommendations and support regarding end-to-end KM solutions, standards, framework, tools and technology
• Support KM capabilities and services across all KM teams, support of pilots for new methodologies, improve or add new KM services; and assist in the testing of new/improved KM tools and design
• Build, sustain and leverage relationships and people networks across portfolios, business partners and external organizations; leverage and share best practices through open communication and sharing with the KM & Best Practice teams
• Refine and govern KM principals, best practices and maintain the vision across all KM teams
• Support the Knowledge community of practice and excellence within the organization, including maintaining and delivering upskilling programs for knowledge practitioners
• Maintain KPI (Key Performance Indicators) metrics of programs; performing assessments across portfolios to ensure consistency, maintain standards, provide regular status updates and reporting to OLP leadership and key business stakeholders; and provide recommendations on areas to improve

What do you need to succeed:

• University degree or college diploma in business (or equivalent number of years of experience in the insurance industry or similar industry)
• 3 years' work experience in Knowledge Management, with technical writing experience, supporting content initiatives and working with cross-functional teams
• 6-10 years of continuous improvement in a client focused environment
• Proficient knowledge of KM principles, processes and tools, along with business areas processes, controls and technologies
• Experience in taxonomy, content modeling, content planning, information architect, working in both unstructured and highly structured content standards
• Sound knowledge of project management techniques, tools and methodologies and experience working in agile project teams
• Knowledge of change management methodologies
• Demonstrated analytical, problem-solving, consulting and influencing skills
• Experience with MS Excel, MS PowerPoint and MS Projects with demonstrated analytical and problem-solving skills
• Demonstrated ability to deliver innovative solutions and ability to leverage data and technology
• 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
• Adaptable and resilient, able to manage complexity, comfortable working in ambiguous situations, flexible to handle a fast-paced environment and easily adaptable to a variety of management styles

Assets

• Formal training in Agile project methodologies an asset
• Experience with MS Access, MS Visio and SharePoint are assets

What's in it for you?

• Joining one of Canadas top 25 companies to work for, as recognized by GlassDoor
• Flexible Benefits from the day you join to meet the needs of you and your family.
• A friendly, collaborative and inclusive culture
• We are proud to be on the 2024 Best Workplaces in Canada list by Great Place to Work!
• Stock Ownership Program gives you the chance to invest in Sun Life and get a company match.
• We're committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential

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