Policy and Procedures Specialist (Technical Writer)

Policy and Procedures Specialist (Technical Writer)

Job Purpose & Summary

Reporting to the AVP, Operations & Business Optimization, the Policy and Procedures Specialist is responsible for developing and maintaining all policy, procedure, and work instruction documents to reflect DUCA’s business operating policies and procedures and enable consistent performance and outcomes. This role works with all business units to revise, refine, and/or create the required documentation that is made available within departments and across the company as reference publications.

Key Accountabilities & Duties

• Develop documents to help maintain an effective set of policies, procedures, and work instructions (consistent with program guidelines).
• Interface with management and employees to determine appropriate policy, procedure, and work instruction requirements.
• Perform research and review documents to identify gaps in documentation.
• Remain current on policies and procedures for all business areas.
• Assist with the development of documentation requirements for new and/or changing business processes. 
• Analyze effectiveness of documentation and recommend improvement opportunities to management.
• Prepare for distribution a policy update, brief, or manual, as well as the procedures by which to introduce such changes.
• Support the introduction of company policies internally.

Occupational Experience & Education Requirements

• University or college degree or equivalent work experience.
• 2+ years of similar work experience.
• Experience with business writing including publishing, expertise in documenting business policies and processes.
• Experience with technical writing.
• Experience with MS Office Suite, including Word and Excel, PPT, SharePoint.
• Knowledge or experience with intranet and/or SharePoint portals.
• Experience communicating effectively, verbally, and in writing, with employees at all levels of an organization.
• Experience in working directly or indirectly with operations/customer service teams.
• Experience with differentiated audience eligibility, enrollment, or related programs preferred
• Banking experience is an asset.
• Project management experience an asset.

Knowledge, Skills & Attributes

• Knowledge of Human Resources and Operations environments to ensure new policies, changes to policies, and maintenance of policies are consistent with each other and the operational model of DUCA.
• Knowledge of regulatory laws specific to financial services, Member facing transactions.
• Knowledge of Call Center operations, retail or multi-channel environments is preferred.
• Ability to take complex or multi-stepped procedures and prepare in a simple, clear, and easily digested format.
• Ability to anticipate potential situations or questions at every level of the company in response to a new policy or procedure.
• Ability to manage updates/revisions to ensure accuracy and relevance.
• Understanding systems thinking and quality principles.
• Excellent organizational, written, and verbal communication skills.
• Time management/ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Able to work as a team member, as well as independently.
• Able to handle highly confidential/sensitive information.

Working Conditions

• Normal office environment.
• Occasional travel to DUCA Branches.

Department: Operations & Service Delivery

Primary Location: 5290 Yonge Street, Toronto, ON M2N 5P9

Employment Status: Full-time

Hours per Week: 38

Job Grade Level: 4

About DUCA

DUCA exists to help people do more, be more and achieve more with their money and their lives. We’re driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we’re run, and rewards them for their loyalty by sharing our profits.

To learn more about DUCA please visit our website at https://www.duca.com/.

At DUCA, we’re dedicated to creating a positive environment where our employees have growth and development opportunities, a healthy work/life balance, opportunities to give back to the community, and a focus on doing what is right for our Members. DUCA offers a competitive total compensation package including base salary, a short-term incentive (bonus) program, a comprehensive benefits program, pension plan, and employee banking benefits.

DUCA fosters a culture where contribution, communication and community are valued and encouraged. We offer competitive compensation and benefits and the opportunity for growth and development.

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.