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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in developing operational documentation, instructional design, and training materials while ensuring accuracy and alignment with business requirements. Proficient in managing multiple deliverables in an agile environment and applying change management principles to enhance learning and adoption.
Highest-signal resume keywords
Operational DocumentationInstructional DesignAgile Environment ManagementChange ManagementFinancial-Services Operations
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical WritingLearning DevelopmentProcedure CreationProcess MappingDigital Learning ContentFacilitator Guide DevelopmentUAT SupportAI Tools ApplicationVersion ControlKnowledge Checks
Soft Skills
Written CommunicationStakeholder ManagementOrganizational SkillsAttention to DetailEditing Skills
Tools & Technologies
SalesforceWorkflow ToolsE-Learning PlatformsSimulation ToolsPerformance Support Tools
Industry Keywords
Business TransformationAdult LearningContinuous ImprovementLean MethodologyTraining Delivery
About the role
Key responsibilities & impact- Develop and maintain end-to-end procedures, standard operating procedures, job aids, quick-reference guides, checklists and knowledge articles
- Translate approved future-state designs, requirements, business rules, controls, system steps and exception paths into clear role-based instructions
- Validate procedure accuracy and completeness with Business SME Leads, specialists, Product Owners, Risk and Delivery partners
- Maintain version control, review history, ownership, effective dates and traceability to approved process and release artifacts
- Conduct learning-needs analysis and define role-based learning objectives, curricula and delivery approaches
- Develop facilitator guides, participant materials, e-learning content, simulations, practice exercises, knowledge checks and performance-support tools
- Deliver or coordinate instructor-led and virtual training, train-the-trainer sessions, knowledge transfer and post-launch reinforcement
- Partner with Change Management to align training with stakeholder impacts, communications, readiness activities, release timing and adoption measures
- Confirm procedures, learning assets, environments, access and facilitators are ready before deployment
- Support UAT and production-readiness activities by converting issues, defects and process clarifications into documentation and learning updates
- Monitor completion, learner feedback, knowledge-check results, early performance indicators and support themes; recommend targeted reinforcement
- Work within sprint and release cadences, manage content dependencies and surface readiness, controls, benefits or AWD retirement blockers
- Coordinate inputs across business units and distinguish enterprise content from business-unit, product, customer, system or control variations
- Apply approved AI and automation tools with human validation of accuracy, controls and sensitive information handling
- Build reusable templates and standards for later Project waves
Requirements
What you’ll need- Experience in operational documentation, technical writing, instructional design, learning development, business transformation or a related field
- Demonstrated experience creating procedures, job aids, facilitator guides, participant materials and digital or blended learning content
- Strong ability to synthesize process maps, requirements, business rules, controls and system information into clear role-based guidance
- Experience facilitating working sessions, content reviews, train-the-trainer sessions or employee learning
- Strong written communication, editing, stakeholder-management and organizational skills
- Close attention to accuracy and document control
- Ability to manage multiple deliverables in an agile environment where requirements, designs and release plans continue to evolve
- Experience supporting financial-services operations, process or technology transformation, controls, UAT, Salesforce, workflow or AI-enabled change is preferred
- Knowledge of adult-learning, instructional-design, change-management, Lean or continuous-improvement approaches is an asset
Benefits
Comp & perks- Flexible work environment supporting well-being and inclusion
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans, including pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days in Canada
- Statutory leaves of absence
- Incentive programs and incentive compensation tied to business and individual performance