Process Design Analyst – 6-month Short-Term Assignment

🔥 7 minutes ago

🇨🇦 Canada – Remote

💵 $50.1k - $83.5k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Analyst

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Manulife

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1887

🏥 Healthcare

💸 Finance

🛡️ Insurance

💰 $1.2G Post-IPO Debt on 2023-03

Healthcare • Finance • Insurance

Manulife is a leading international financial services group based in Canada, offering a range of insurance and wealth management products to customers across North America, Asia, and Europe. The company is dedicated to helping people with their financial and healthcare needs through innovative solutions in insurance, investment, and retirement planning. Manulife is notable for its commitment to sustainability, diversity, equity, and inclusion. It has been recognized as one of Canada’s Top 100 Employers, demonstrating its dedication to creating a supportive and diverse workplace. With operations spanning numerous countries, Manulife is committed to delivering strong financial performance and customer satisfaction.

📋 Description

• Create, maintain, and govern knowledge articles, procedures, job aids, communications, and other resources used by Contact Center Professionals • Leverage AI-enabled tools and technologies to enhance content creation, maintenance, and knowledge delivery • Partner with SMEs and stakeholders to gather, validate, and document customer servicing information • Assess impacts of product updates, process changes, regulatory requirements, and business initiatives on knowledge content • Translate complex business information into clear, concise, and actionable guidance • Support implementation of new products, systems, and operational initiatives through knowledge management practices • Ensure knowledge assets remain accurate, compliant, current, and aligned with governance standards • Identify knowledge gaps and opportunities to improve content quality, usability, and accessibility • Represent Knowledge Management on medium to large-scale projects and initiatives • Collaborate with Operations, Product, Claims, Risk, Compliance, Training, Marketing, Business Consultants, and Project Teams • Use operational insights and employee feedback to drive continuous improvement • Serve as a trusted Knowledge Management resource for assigned lines of business • Manage multiple priorities in a fast-paced environment

🎯 Requirements

• Excellent written and verbal communication skills in English and French • 2+ years of Contact Center experience, preferably supporting Affinity products and services • Strong understanding of contact center operations and customer servicing processes • Demonstrated Affinity product knowledge and subject matter expertise • Experience creating and maintaining procedures, job aids, knowledge articles, communications, or other business documentation • Demonstrated willingness to adopt AI-enabled tools and emerging technologies • Strong analytical, research, problem-solving, and critical-thinking skills • Ability to work independently, demonstrate initiative, and manage competing priorities • Strong stakeholder management, relationship-building, and organizational skills • Proficiency with Microsoft Office applications and knowledge management platforms • Preferred: Knowledge Management experience within a Contact Center environment • Preferred: Experience supporting Affinity products, policies, and service processes • Preferred: Knowledge of content governance, knowledge lifecycle management, and KM best practices • Preferred: Experience supporting large-scale business initiatives, operational transformations, or process improvement initiatives • Preferred: Experience using operational data, employee feedback, and customer insights to improve knowledge effectiveness • Preferred: Experience leveraging AI, automation, or digital tools to improve employee enablement • Preferred: Familiarity with Lean, Agile, Continuous Improvement, or Project Management methodologies

🏖️ Benefits

• Incentive programs and incentive compensation tied to business and individual performance • Health, dental, mental health, and vision benefits • Short- and long-term disability insurance • Life and AD&D insurance coverage • Adoption/surrogacy benefits • Wellness benefits • Employee/family assistance plans • Retirement savings plans, including pension and global share ownership plan with employer matching contributions • Financial education and counseling resources • Paid holidays, vacation, personal, and sick days • Statutory leaves of absence • Flexible environment supporting well-being and inclusion • Learning and career growth opportunities