Policy & Procedure Specialist/Writer (Technical Writer)

Policy & Procedure Specialist/Writer (Technical Writer)

DUCA is looking for Policy and Procedure Specialist/Writer to join our team on a contract basis until the end of December 2020!

Job Purpose & Summary

The Policy and Procedure Specialist/Writer is responsible for producing effective written communication on DUCA’s policies, procedures, and guidelines. You will be working with our subject matter experts (SMEs) and other internal stakeholders to analyze, recommend, author, and deliver high-quality documentation such as procedures, manuals, job aids, and forms to help ensure a consistent end-user experience for all DUCA employees.

Key Accountabilities & Duties

• Analyze business processes to determine documentation requirements.
• Gather information through research, SME interviews, source documents, and review of existing documentation.
• Write various types of documentation, such as operational procedures, manuals, job aids, forms, and reference guides.
• Manage regular reviews with SMEs to maintain accuracy and completeness of documents.
• Create documents that comply with DUCA standards on language, writing style, structure, and format.
• Produce documentation for electronic or hard copy publication.
• Organize, publish, and maintain documents in SharePoint (or similar document management systems) in such a way that information is easily accessible.
• Perform regular assessments on the effectiveness of the documents produced.
• Update, edit, and improve existing documents based on current DUCA writing standards, quality, and style guidelines. Convert the materials into the current templates when necessary.
• Participate in project teams and make recommendations on the types of documents and information necessary to achieve business goals.
• Interface with internal clients to gain insights on how information is consumed by the audience, and then determine efficient ways to present and deliver such information.

Occupational Experience & Education Requirements

• University degree or college diploma within English, Journalism, Technical Writing or similar programs.
• Minimum 4+ years of relevant technical or business writing work experience (full-time).
• Experience in working directly or indirectly with banking operations/customer service teams.
• Project management experience is an asset.
• Experience in creating forms is an asset.
• Experience in call centre operations, retail or multi-channel environments is an asset.

Knowledge, Skills & Attributes

• Strong interviewing and listening skills.
• Excellent organizational, written, and verbal communication skills.
• Excellent interpersonal skills to foster harmonious relationships.
• Time management/ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Strong ability to:
• Write clearly, concisely, and accurately.
• Write for a wide variety of audiences.
• Proof-read and edit.
• Pay attention to detail.
• Demonstrate initiative, problem-solving, and decision-making within scope of responsibilities.
• Ask relevant questions when interviewing SMEs and other resource persons.
• Comprehend abstract and complex concepts and translate them to concrete, simple, user-friendly documents.
• Effectively collaborate in a team environment, as well as work independently without much supervision.
• Maintain confidentiality of sensitive information.
• Strong knowledge of:
• Contemporary style guides (such as Microsoft Manual of Style and The Canadian Press Stylebook) to achieve a common voice.
• Single-source writing techniques.
• MS Office Suite, including Word, SharePoint, PowerPoint, and Excel.
• Banking and credit union operations and environments.
• Knowledge of regulatory rules and laws specific to financial services industry is an asset

 Working Conditions

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

Department: Operations & Service Delivery

Primary Location: Corporate Office - 5255 Yonge Street, North York, ON

Employment Status: Contract, Full-time

Hours per Week: 38 hours

Job Grade Level: 5

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.

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

Qualified applicants are encouraged to submit their application. Applications must include both a resume and cover letter.

We thank all applicants but only those considered for an interview will be contacted.