Job title: Knowledge Management Specialist

Company: Aviso Wealth

Job description: Job Description:

Aviso Wealth:

At Aviso Wealth, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso Wealth has to offer at .

The Opportunity:

We’re looking for a Knowledge Management Specialist to join our Customer Service Experience Knowledge team.

Your role will be required to regularly perform essential duties on behalf of the company from your assigned Aviso office. Your role is considered medium flexibility, requiring you to work onsite 1-3 days per week at our office at 151 Yonge Street, Toronto, ON.

Reporting to the Director, Knowledge, Quality & CSE, you will be responsible for building and maintaining the Customer Service Experience team’s knowledge management (KM) database, including KM templates, standards, processes, policies, documents, etc. to ensure our Service Centre team has what they need to be able to successfully service our advisors and clients. This requires a high degree of cross-functional collaboration with internal and external partners in our various lines of business, direct and indirect influence, and project management. You will be a key contributor in the development, implementation, and maintenance of Aviso’s Service Centre’s knowledge base.

Who you are:

• Service – You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients’ needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization

What your day looks like:

• Define and develop knowledge management processes, standards and templates to ensure consistency of knowledge articles
• Develop and transition both new and existing support documentation, processes, procedures and policies into the knowledge base
• Collaborate with key stakeholders, colleagues, and subject matter experts (SMEs) to identify key knowledge areas and gaps
• Support development of knowledge-based products that strengthen the Service Centre’s overall performance, including best practices, lessons learned, success stories, etc.
• Monitor and evaluate the effectiveness of knowledge management initiatives, identify gaps and opportunities for improvement, and propose solutions to enhance knowledge capture, organization, and utilization, as well as training and quality processes and procedures
• Prepare regular reports and presentations to communicate progress, achievements, and areas for improvement
• Promote a knowledge-sharing and continuous improvement culture and provide training and support on knowledge management practices
• Other duties as requested

Requirements:

Your experience and skills:

• Excellent at listening, making people feel heard and valued
• 3 or more years of experience in a similar role, preferably in a customer service environment
• A believer in servant leadership; an eternal student of service and learning
• Someone with a strong work ethic who leads by example – you work hard, play hard and expect nothing less from those around you
• Good understanding of knowledge management principles, methodologies, and best practices
• Excellent written and verbal communication skills with the ability to explain complex ideas in easy-to-understand language
• Generating enthusiasm for knowledge sharing and transfer across a variety of organizational levels
• Project management skills to plan, execute, and monitor knowledge management initiatives with the flexibility to adapt to meet changing business needs
• Someone who is not afraid to ask others for help when needed
• Not territorial or worried about looking good but would rather everyone look good together
• Proficiency in the following:

• Office 365
• Content/video editing tools (Vyond, Adobe Creative Cloud, Photoshop, etc.)
• Knowledge Management Technology and Learning Management Systems is an asset

• Fluent communication skills in English are required; bilingualism in French is an asset

You will be measured on the two metrics that matter the most – Employee and Customer Satisfaction.

• World class service as demonstrated by the Contact Center having amazing Customer Satisfaction
• Leadership and ability to motivate and inspire as measured by high employee satisfaction, low absenteeism, turnover, etc.
• Commitment to team as measured by leader and peer compliments

Benefits:

Why Aviso Wealth?

At Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.

Here are a few things that set us apart:

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program
• Regular social events to foster teamwork

Equal Employment Opportunity

Aviso Wealth welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso Wealth powers businesses that empower investors. We are a national, integrated financial services company, with approximately $110 billion in assets under administration and management. Aviso Wealth is owned by Credit Union Centrals, Co-operators / CUMIS and Desjardins. Our mutual funds dealer, securities brokerage, and insurance dealer support thousands of financial advisors at credit unions across Canada. Our award-winning online brokerage, Qtrade Direct Investing, and our digital advice platform, Qtrade Guided Portfolios, give Canadians flexible choices for building their wealth. Our asset manager, NEI Investments, offers a comprehensive lineup of responsible investment funds and portfolios, which are available through a national network of advisors. Aviso Wealth also provides custodial services and introducing broker services to independent financial organizations, including banks, trust companies, insurance companies, investment dealers, portfolio managers and financial planning firms. We have operations in Toronto, Vancouver, and Montreal with a regional office in Winnipeg. More information about Aviso Wealth is available at .

Expected salary:

Location: Toronto, ON

Job date: Sat, 14 Oct 2023 00:58:28 GMT