Process Specialist (Content Management)
In the role of a Process Specialist, you will lead the knowledge and content management process
for Call Center and Processing departments for life insurance and annuity products. This role will be responsible for the content management system that houses product information, forms, processes, etc. This position reports to the Manager of Learning and Development.
Location for this position is Des Moines, IA. (Hybrid)
Responsibilities:
• Complete updates to maintain accuracy of online content management system.
• Create new intranet pages.
• Organize and maintain large amounts of information and documents.
• Collaborate with operations teams and business stakeholders to diagnose needs and implement solutions.
• Partner with subject matter experts when needed to create or update content.
• Lead knowledge and content management projects.
• Consistently track changes and updates in order to document progress.
• A potential candidate must have the following list of attributes (but not restricted to) -
• Ability to analyze and document business processes and offer constructive feedback for improvement to internal and external business stakeholders.
• Ability to learn new material quickly and ask probing/clarifying questions about the material.
• Possess strong communication skills and the ability to apply those skills in either verbal or written form when interacting with all levels of colleagues as well as client representatives.
• Ability to maintain a high level of confidentiality relating to all duties and responsibilities, such as team member and client information.
• Ability to develop and maintain positive work relationships with team members to include communicating information, thinking proactively and effectively problem solving as situations arise.
• Ability to encourage and build mutual trust, respect and cooperation among team members.
• Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions.
• Attention to detail and also able to understand the larger scope.
• Capacity to stay optimistic, energetic and positive.
• Self-starter and self-motivator.
• Proficiency in Microsoft Word, Excel, PowerPoint and Outlook.
• Ability to perform simple mathematical calculations.
Qualifications:
Basic:
• High School or foreign equivalent required from an accredited institution.
• At least 2 years of relevant work experience in BPO sector.
Preferred
• Minimum of 2 years of content management.
• Experience using HTML and CSS
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