DescriptionWhat You'll DoKnowledge Management Strategy- Centralized KM Framework: Establish and lead a global KM governance framework to ensure a consistent, accurate, and unified experience across P&C
- Platform Stewardship: Own the strategic roadmap and evolution of the global KM ecosystem, ensuring it remains scalable, intuitive, and effective in supporting TELUS's international footprint
- Content Excellence: Define rigorous standards for content lifecycle, including global formatting, accuracy audits, and proactive expiration protocols
- UX & Self-Service: Lead a team in establishing documentation guidelines and coaching content creators on UX writing principles to ensure high clarity and maximum self-service resolution
Ticketing & Workflow Optimization- System Strategy: Oversee the selection, implementation, and governance of our global ticketing system (e.g., ServiceNow or SuccessFactors AskHR)
- Self-Service Evolution: Optimize intake forms and automated workflows to increase efficiency. Lead the self-service roadmap to drive inquiry deflection and a frictionless team member experience
Document Lifecycle & Compliance- Global DMS Implementation: Oversee the end-to-end deployment and operational management of a centralized Document Management System (DMS)
- Compliance & Retention: Ensure all documentation practices meet strict regional compliance, legal requirements, and data retention policies
- Systems Integration: Architect the integration of the DMS within the P&C ecosystem to ensure secure, seamless, and audit-ready record storage
AI Enablement & Roadmap Development- Strategic Roadmap: Develop and execute a multi-year AI Roadmap for P&C, ensuring all initiatives align with internal ethics, security and data privacy requirements, and legal policies
- User Journey Ownership: Map and own the end-to-end team member experience for AI-driven interactions, ensuring that technical solutions are intuitive, usable, and solve real-world friction points
- AI Literacy & Advocacy: Champion AI literacy across the P&C sector, empowering team members to adopt new technologies with confidence
- Technical Synergy: Ensure seamless integration and synergy between SaaS AI capabilities and internal custom-built developments
QualificationsWhat You Bring- Strategic Leadership: 5+ years of experience in Knowledge Management and HR Technology implementation, with at least 2 years in a people leadership role
- Solution Expertise: Hands-on experience with ticketing solutions such as ServiceNow or SuccessFactors is highly preferred
- AI Fluency: A solid understanding of AI applications in a business context and the nuances of AI deployment
- Governance Mastery: Proven track record of establishing governance structures for content in a large, complex organizational environment
- Human-Centric Content Strategy: Knowledge of UX writing principles, with a passion for coaching others to create concise, actionable, and user-friendly documentation
- Collaborative Mindset: Exceptional ability to navigate and influence relationships across departments
- Strategic Vision: Proven ability to translate complex business needs into a technical roadmap and actionable requirements
- Education: Bachelor's degree in Business, Human Resources, Information Management, or a related field
Nice to Have- Master's degree or MBA
- Experience in a global or multi-regional corporate environment
- HR Domain Expertise: Solid understanding of HR operations and lifecycle processes (e.g., onboarding, benefits, leaves) to ensure tech solutions meet real-world needs
Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its international scope.
Salary Range: $109,000-$202,000
Performance Bonus or Sales Incentive Plan: 20%
Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:
- Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
- Flexibility to work in-office, virtually or a combination of both
- Generous company matched pension and share purchase programs
- Opportunity to give back to communities in which we work, live and serve
- Career growth and learning & development opportunities to develop your skills
- And much more ...
Job Type: This is for a current vacancy
