Description

Customer Experience Opportunity in Financial Services

Knowledge Management & Content Leader

Location(s):      20 E. Thomas Road, Phoenix, AZ  85012

2300 Windy Ridge Parkway, Atlanta, GA  30339 

Summary:

We are seeking a Knowledge Management and Content Leader to design and deliver a knowledge infrastructure that will allow us to efficiently develop, capture and share best practices, policies, and procedures. The Knowledge Management leader will build and enhance the KM platform that stores, reports and communicates all procedures in an easily searched and retrievable system.

Responsibilities:

• Create a knowledge management strategy, framework and platform
  • Identify process owners and decision makers to ensure content accuracy
  • Build relationships with the CXO leaders and functional groups to understand KM needs
  • Create a platform serving as the central repository for all documentation
  • Develop a flexible process for content updates and new content creation while maintaining control and guaranteeing accuracy and quality
  • Integrate with multiple technology platforms within Advisor Group and support alternate access methodologies
  • Develop and maintain a taxonomy for the storage, retrieval and delivery of information
  • Develop governance standards and processes to ensure delivery of accurate, timely and relevant content
• Produce consistent, relevant and engaging and modular KM content to support the Advisor Group ecosystem, including both internal users and clients. Produce modular content that can be consumed and displayed by relevant publishing platforms.
  • Create and facilitate procedures that expand the knowledge and skillsets of employees, so they are better able to perform their jobs and serve our financial professionals
  • Integrate information from functions throughout the organization to facilitate easy access, sharing, and dissemination of information with internal business partners and external customers
  • Design and distribute documentation on technology systems, operational processes and procedures, essential skill programs, operational best practices, and corporate initiatives
• Administer and monitor usage of the KM systems
  • Train and educate front-end users of the knowledge management tools
  • Develop a measurement strategy to show success and value. Develop a reporting methodology to support operations and prepare presentations for senior management to support recommended changes and new initiatives or enhancements
• All other duties as assigned

Education Requirements:

• Bachelor's degree is required, preferably in Library and Information Sciences, Journalism, Information Management, Information Technology, or Education
• Experience with adult learning and training

Basic Requirements:

• 5+ years of experience in knowledge management or relevant content strategy
• Experience with adult learning and training
• Demonstrated success managing a KM tool or content management platform
• Experience using a Learning Management System
• Strong business writing and communication skills, a good eye for editing
• Project design & learning methodologies knowledge
• Advanced ability using Microsoft Office Suite (Word, PowerPoint, Excel, Outlook, Teams, Forms).
• Experience with taxonomy development
• Ability to travel as needed

Preferred Requirements:

• Experience with Salesforce.com
• Video production a plus
• Preference given to Articulate Storyline 360 and Camtasia development experience
• Experience performing analysis on client-facing operational functions
• Exceptional presentation, consensus building, and people skills
• Financial industry experience a plus (SIE, Series 7)
• ADDIE, Rapid Development, Agile