Sr. Manager, Technical Writing

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

Job Description

What You’ll Be Doing

You will lead a team to design, write and maintain online documentation for CIBC employees across banking centres, call centres and infrastructure groups to deliver on our Knowledge Management mandate to make it easy for employees to seek, understand and act on information to do their jobs.

How You’ll Succeed

• Lead a team of 8-10 Technical Writers with flexibility to support contractors based on project requirements –You will lead, coach and mentor a team of Writing professionals to develop audience-centred content that is clear, accurate and follows internal CIBC and general standards for plain language and design. You will provide day-to-day support to your team and address escalations.
• Lead a performance-driven agile culture –You will support the performance of agile work team KPIs (lead time, rework and productivity) and consult with other senior leaders to problem solve issues.
• Oversee large and complex documentation projects–You will scope, estimate and prioritize work, and co-ordinate KM resources for LOB and enterprise-wide projects requiring documentation solutions.
• Act as Relationship Prime for designated partner group– You will work closely with partners and SMEs to ensure deadlines are met for documentation solutions.
• Look for opportunities for improvement-You will find ways to improve the employee and client experience. You will research new methods and best practices for documentation design and solutions, analyze workflow issues and make recommendations to improve effectiveness, efficiency and team productivity.
• Support the evolution of content design and migrations– You will work in partnership with other areas of Knowledge Management to implement new content design templates and support migrations to improved technical platforms.
• Support content ownership and governance-You’ll support content governance, including annual ownership and attestation review cycles with content owners to ensure documentation solutions are accurate, up-to-date and have clear ownership across each business.

Who You Are

• You have 5 years’ experience in financial servicesworking on Intranet projects and software applications.
• You have 5 years of experience managing teamswith matrix reporting relationships, proven people management, leadership, and communication skills.
• You have 2-3 years in content management, intake, writing, editorial and publishing roles
• You have a degree or diplomain Communications, Business, or a related field or equivalent job experience
• You have experience managing resourcesand projects.
• You are skilled in the use of SharePoint, HTML, Microsoft Office and MS Project.You understand metadata and search engine optimization (SEO).
• You have strong consulting and relationship management skills. You understand what stakeholders need. You can manage resources and projects to deliver high impact content solutions. You know that relationships and networks are essential to success.
• You are comfortable working in a fast-paced environment. You can manage multiple deadlines, competing priorities and tight timelines.
• You are results orientedand have a strong desire to make things happen.
• Values matter to you.You bring your real self to work, and you live our values - trust, teamwork, and accountability.

What CIBC Offers

At CIBC, our people are our greatest asset. You’ll become part of a diverse community that acknowledges everyone’s unique talents and empowers teams to do what’s right for the client and do it well. As part of our team, you will:

• Thrive:Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and home.
• Connect: Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity.
• Develop:Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training.
• Prosper:Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan.

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit

• CIBC is committed to doing our part to protect our team, our clients and our communities. We want to ensure we have a safe and healthy workplace, and we want to do our part to get through this pandemic. In keeping with this commitment, and as a condition of employment, CIBC requires all successful candidates to be fully vaccinated against COVID-19 as of their start date, or provide written proof of a medical exemption, or other substantiated accommodation request under applicable human rights legislation.

Job Location

Toronto-81 Bay, 15th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Communication, Consulting, Documentations, Leadership, Manage Resources, Online Documentations, People Management, Problem Solving, Team Management, Time Management