Knowledge Base & Content Manager
| Company | Fidelity Investments |
|---|---|
| Location | Toronto, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Strong analytical skills to understand client experience and user journeys in detail.
- Proven curiosity around new technologies and their potential impact on the experience, ideally with experience in implementing AI for help/knowledge content.
- In-depth knowledge of agile delivery methodologies, collaboration with technical resources (developers, Business Analysts, etc.) and general project management experience will be an asset.
- Deep knowledge of relevant technologies must be combined with business acumen and excellent communication and listening skills.
- Highly collaborative individual with strong influencing skills as well as being highly flexible and adaptable to differing audiences and circumstances.
- Being bold and taking proactive charge of all responsibility areas.
- Attention to detail to ensure accuracy and consistency of all deliverables.
- Knowledge of adult learning principles, understand how adults learn, including the importance of engaging and interactive training sessions.
- Demonstrated expertise in digital applications and foundational technical knowledge.
Responsibilities
- Deliver an excellent client experience in FCC’s Resource Centre as part of the uniFide platform.
- Oversee the content strategy of FCC’s client-facing knowledge base and coordinate closely with the Client Training Manager to ensure the overall alignment of content structure within the Resource Centre.
- Establish and monitor key performance indicators pertaining to the implementation and adoption of FCC’s Resource Centre.
- Build strong relationships with key stakeholders both within and outside FCC to foster collaboration and support for the Resource Centre.
- Use of continuous improvement methodologies to continually search newly established industry best practices and implementation of the same.
- Identify risks and notify management of any errors/mistakes immediately including any risk concerns that may not conform to standard practices and guidelines.
Preferred Qualifications
- Experience working with Salesforce and Salesforce Community.
- Nice to have: Canadian Securities Course (CSC), Enrolment in or completion of the Salesforce Admin certificate is an asset. PMP or Scrum certification is an asset.