Job Summary
The overall purpose and objective of this opportunity is analyzing, writing, editing, curating, and publishing high complex procedures, guidelines, job aids, process maps and manuals to increase productivity, improve accuracy, and contribute to the attainment of Assurant’s goals and objectives. This role will provide guidance and recommendations to all levels of leadership, business partners (internal/external) and team members.
Job Responsibilities
Workforce Management/Projects
- Manage small, medium to large content design tickets/projects by developing project plans, setting goals and milestones, managing tasks and resources, and ensuring that goals and timelines are met
Content Design
- Serve as the GHO Content Design Documentation Product Owner Lead by levering best practices to influence documentation decisions with the GHO leadership team, internal and external business partners
- Lead, create, assess, and leverage best practices of client & system procedures, guidelines and process maps for optimal business practices
- Collaborate and leverage quality results with subject-matter experts and Process Owners by influencing enhancement(s) to improve quality scores in a proactive manner
- Lead & participate as a major contributor with client manual reviews, audits and remediation action plans for procedure changes, documentation and process maps
- Lead & participate as a major contributor with the Intake & Governance, IT, and Ops leadership team by creating efficient workflow processes to reduce expenses and decrease SLAs for all content design documentation services
- Lead, monitor and manage procedure change requests from the intake process (Intake & Governance) to the approval process (Operations leadership, Account Executives, Client Services leadership or client) and finalizing with the SmartFlow business rules assessment (SmartFlow leadership)
- Lead, collaborate, develop new and maintain current Training department documentation for user training
- Develop new, enhance, and maintain existing content/documentation in accordance with each division (4) guidelines
- Lead, collaborate and execute content design documentation conversions including user acceptance testing (UAT) and providing input for new design and enhancements
- Develop new and maintain flow charts to align with SSP procedures
- Lead, design and development of highly complex procedures and guidelines, grids/tables/charts, job aids, process maps, and manuals
- Compile and convert older version project files (Microsoft 360/ServiceNow to Adobe RoboHelp and other web-based knowledge bases) including formatted HTML pages, images, keywords structures, table of contents, help context numbers, key search engines and landing pages
- Convert procedures and other documentation to process maps as a standard operational reference guide for leadership, clients and 3rd party vendors
- Convert procedures to job aids as short-cut tools for process efficiencies and self-help guides
- Compile, assess, convert procedures to create scripts for e-Videos
- Ensures content design consistency
- Facilitate and participates in team, departmental, and business partners conference calls and meetings
- Coach and mentor team members in UAT for various software deployments, upgrades and decommissions
- Participate in quality assessment of content design tools or product readiness for release
Quality Assurance/Training
- Responsible for completing quality audits of content designer. Pinpoint opportunities for improvement and make recommendations to manager for improving individual content designer performance
- Coach and provide feedback to the content designers based upon audit results. Serve as on-the-job training mentor for new content designers
- Assist leadership by auditing formative and summative evaluation tools and activities performed by the content designers
- Perform formative and summative evaluations of content effectiveness, design usability tests, create evaluation measures/tools for content projects having multiple department scope and/or a high level of complexity
Reporting & Analytics
- Shared responsibilities with Operations Analysts for data analytics by collecting and analyzing data and developing and maintaining reports as required
Qualifications
- Bachelor’s degree in English, Communications, Business Administration, or a related field, or equivalent work experience
- A minimum of 3+ years of leading projects, teams, or process
- A minimum of 5+ years in technical writing/content design services
- Experience with SSP clients is a preferred for the SSP position and a plus for the Legacy position
- A minimum of 3+ years in Risk Management, Quality Assurance or Compliance