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Process Design Analyst – 6-month Short-Term Assignment
Manulife. Create, maintain, and govern knowledge articles, procedures, job aids, communications, and other resources used by Contact Center Professionals .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Knowledge Management practices, including the creation and maintenance of knowledge articles and documentation, while leveraging AI-enabled tools to enhance content delivery. Proficient in stakeholder collaboration and managing knowledge assets to ensure compliance and continuous improvement in a Contact Center environment.
Highest-signal resume keywords
Knowledge Management ExperienceAffinity Product KnowledgeAI-Enabled Tools AdoptionContact Center Operations UnderstandingStrong Written and Verbal Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Knowledge Article CreationProcedure MaintenanceContent GovernanceAnalytical SkillsProblem-Solving SkillsResearch SkillsCritical Thinking SkillsKnowledge Lifecycle ManagementOperational Insights UtilizationProcess Improvement Initiatives
Soft Skills
Stakeholder ManagementRelationship-BuildingOrganizational SkillsInitiativeIndependence
Tools & Technologies
Microsoft Office ApplicationsKnowledge Management PlatformsAI ToolsAutomation ToolsDigital Tools
Industry Keywords
Contact CenterCustomer Servicing ProcessesAffinity ProductsLean MethodologyAgile MethodologyContinuous ImprovementProject Management
About the role
Key responsibilities & impact- Create, maintain, and govern knowledge articles, procedures, job aids, communications, and other resources used by Contact Center Professionals
- Leverage AI-enabled tools and technologies to enhance content creation, maintenance, and knowledge delivery
- Partner with SMEs and stakeholders to gather, validate, and document customer servicing information
- Assess impacts of product updates, process changes, regulatory requirements, and business initiatives on knowledge content
- Translate complex business information into clear, concise, and actionable guidance
- Support implementation of new products, systems, and operational initiatives through knowledge management practices
- Ensure knowledge assets remain accurate, compliant, current, and aligned with governance standards
- Identify knowledge gaps and opportunities to improve content quality, usability, and accessibility
- Represent Knowledge Management on medium to large-scale projects and initiatives
- Collaborate with Operations, Product, Claims, Risk, Compliance, Training, Marketing, Business Consultants, and Project Teams
- Use operational insights and employee feedback to drive continuous improvement
- Serve as a trusted Knowledge Management resource for assigned lines of business
- Manage multiple priorities in a fast-paced environment
Requirements
What you’ll need- Excellent written and verbal communication skills in English and French
- 2+ years of Contact Center experience, preferably supporting Affinity products and services
- Strong understanding of contact center operations and customer servicing processes
- Demonstrated Affinity product knowledge and subject matter expertise
- Experience creating and maintaining procedures, job aids, knowledge articles, communications, or other business documentation
- Demonstrated willingness to adopt AI-enabled tools and emerging technologies
- Strong analytical, research, problem-solving, and critical-thinking skills
- Ability to work independently, demonstrate initiative, and manage competing priorities
- Strong stakeholder management, relationship-building, and organizational skills
- Proficiency with Microsoft Office applications and knowledge management platforms
- Preferred: Knowledge Management experience within a Contact Center environment
- Preferred: Experience supporting Affinity products, policies, and service processes
- Preferred: Knowledge of content governance, knowledge lifecycle management, and KM best practices
- Preferred: Experience supporting large-scale business initiatives, operational transformations, or process improvement initiatives
- Preferred: Experience using operational data, employee feedback, and customer insights to improve knowledge effectiveness
- Preferred: Experience leveraging AI, automation, or digital tools to improve employee enablement
- Preferred: Familiarity with Lean, Agile, Continuous Improvement, or Project Management methodologies
Benefits
Comp & perks- Incentive programs and incentive compensation tied to business and individual performance
- Health, dental, mental health, and vision benefits
- 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 and global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Flexible environment supporting well-being and inclusion
- Learning and career growth opportunities