Overview

Reports to: Manager, RFS Training and Communications

Functions Supervised: Development, governance, maintenance, and lifecycle management of Retail Financial Services (RFS) policy and procedural documentation and communications.

Primary Functions: Directs and manages the research, development, governance, and communication of operational knowledge content across Member Service Center (MSC), Branch Administration, and RFS business lines. Provides leadership for large-scale, cross-functional initiatives requiring knowledge content development and change enablement support. Serves as system owner and administrator for the RFS Knowledge Center and RFS Chatbot.

Duties and Responsibilities:

1. Champion a user-centric approach to knowledge content design, ensuring content is intuitive, searchable, and aligned to how employees actually work.
2. Lead, coach, and develop a team of technical writers to meet established standards for quality, consistency, and continuous improvement.
3. Lead the development and execution of timebound RFS employee communications, ensuring clarity, accuracy, and alignment with organizational priorities.
4. Maintain comprehensive and current expertise in credit union products, services, pricing, sales practices, and operational processes to inform high-quality, accurate documentation. This will require regular, onsite observation in branch and the Member Service Center.
5. Provide leadership and oversight for the documentation and communication strategy supporting new product and service launches, ensuring cross-functional alignment and holistic process integration.
6. Establish and govern review cycles for all RFS documented content to ensure ongoing accuracy, relevance, and adherence to current practices. Use data and insights to continuously improve knowledge quality, accessibility, and impact.
7. Partner with other RFS Training leaders to align documentation and job aids with current training strategies, driving operational effectiveness and employee performance.
8. Provide critical feedback to operational and retail leaders and subject matter experts to support the creation and refinement of business process documentation.
9. Partner with IT and Digital teams to integrate KM capabilities into employee-facing systems and workflows.
10. Partner with Compliance, legal, and Risk teams as needed to ensure all published knowledge content meets regulatory requirements.
11. Manage and prioritize multiple concurrent initiatives and projects, ensuring timely delivery and alignment with organizational objectives.
12. Perform other duties as assigned, consistent with the scope and responsibilities of the role.

Qualifications

Education: Bachelor in Business Administration, Information Management, Communications, or Organizational Development. Formal training or certifications preferred in one or more of the following areas: Information Mapping (IMP); Knowledge Management (e.g., KM certification, CKM); Process improvement methodologies (Lean, Six Sigma); Change management (Prosci, ADKAR, or similar); or Content strategy, UX writing, or human-centered design.

Creditable Experience in Lieu of Education: 4+ years of experience in Knowledge management, Operations, Process Improvement, or related discipline, preferably within financial services.

Experience/Skills: At least four years of experience with progressively increasing responsibility in financial institution operations preferred, or commensurate experience with policy/procedure development and administration. Profiency in Microsoft SharePoint, Word, Teams, and CoPilot. Excellent verbal and written communication skills. Experience with process mapping or information mapping preferred. Successful achievement of certification in information mapping required within six months in the role. Strong organizational skills with strict attention to details and timeframes required. Able to work independently, handle a variety of tasks, and self-proof work. Branch, Member Service Center, or RFS Operations experience highly desired.

Tenure: Not Applicable

Compensation

Starting base salary will be determined based on candidate experience, qualifications, education, and applicable local or state wage requirements, and will fall within the range provided below. In accordance with our Salary Administration policy, new hire base salaries generally fall between the minimum and midpoint of the listed range.

Salary Pay Range: 07

$90,389 - $152,718 annually

Benefits

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
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