Standard Operating Procedure Administrator

Position Summary: The CX Standard Operating Procedure (SOP) Administrator, will work with our customer service operation and leadership teams to update, enhance and iteratively improve standard operating procedures optimizing our operational environment for client experience.  The incumbent will provide content and administrative support to the Customer Experience team, managing the health of the content library and curriculum catalog, handling tools for organizing, tagging, versioning, and updating CX Standard Operating Procedure (SOP) content.  In addition, he/she will help develop the processes that will enable rapid content development, templatization, as well as versioning and continuous content improvement.

Essential Duties & Responsibilities

• Responsible for all tasks associated with the creation and maintenance of all customer SOPs, acting as the primary point of contact for all processes, maintenance and enhancement of a SharePoint based SOP repository and approval system (in collaboration with assigned IT personnel). 

• Process:

  • Create, train, and own processes for content creation, organization, tagging, and discoverability of all customer service SOPs.

  • Develop and maintain naming conventions in the Knowledge Base/ SharePoint based SOP repository and within internal systems.

  • Develop processes and manage communications for notifying stakeholders about content updates.

  • Develop processes for content archiving and migration.

• Documentation:

  • Create and update business documents such as FAQs, canned responses, and process maps.

  • Contribute to the development of informational or technical documents that may include, but not be limited to, regulatory documents, communication materials, website materials, and training-related materials.

  • Assist customer service Subject Matter Experts (SMEs) to document processes, develop flowcharts, and draft SOPs.

  • Continually review and update documentation and processes with key business Subject Matter Experts (SMEs) to ensure production, review, and maintenance are highest quality possible.

  • Proofread content for accuracy, this will sometimes require researching any missing criteria.

  • Check documents for clarity of the language, accuracy, spellings, and syntax errors.

  • Manage the security of content and new release information as needed.

• Point of Contact:

  • Respond to and resolve content administrative inquires and questions.

  • Manage priorities and set goals to ensure a high level of internal customer service and meet stakeholders’ needs.

  • Perform additional administrative duties as needed.

• Perform other duties as assigned.

Experience & Education

• Associate’s Degree required, Bachelor’s Degree preferred.

• Minimum of three (3) years of related work experience in a content management role.

• Previous editorial or publishing a plus.

• Change Management experience.

• Intermediate to advanced skills in Microsoft Office Products: Excel, Word, Outlook, PowerPoint, SharePoint, and Visio for flow-charts.

• Bilingual - Spanish/English - preferred. 

• 3-5+ years’ experience in a banking/financial services/commercial finance environment preferred, but not required.

Skills & Abilities Required

• Experience managing a content library, including organization, tagging, and documentation.

• Experience working with cross-functional and geographically dispersed teams

• Strong attention to detail.

• Ability to turn last minute projects around quickly on a tight deadline.

• Excellent writing and technical editing skills.

• Experience with article-based writing.

• Strong sense of urgency, detail-orientation, excellent organizational and time management skills.

• Flexibility and collaboration skills.

• Strong analytical skills.

Work Environment

The work environment characteristics described here may be encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).

• Ability to work in a confined area.

• Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.

• Specific vision abilities are required by this job due to computer work.

• Light to moderate lifting is required.

• Regular, predictable attendance is required.