Technical Writer - Client Onboarding and Documentation

The Client Onboarding and Documentation (CO&D) Technical Writer is responsible for the writing, editing and managing of knowledge management assets for the CO&D teams - WKO (Wholesale KYC Operations), DDS (Digital Document Services). Knowledge management assets include procedures, user guides, contextual help and communication for the firm wide Global KYC Standards as they relate to Commercial & Investment Bank (CIB). This role is critical in contributing to the ongoing support and success of the program.

As a CO&D Technical Writer, you will partner closely with the subject matter experts from the business, production, policy and project teams within various WKO & DDS functions to ensure all Knowledge Management documentation is accurate, clear, concise, and consistent. The CO&D Technical Writer is also responsible for assisting Exam Management with procedure evidence, managing the procedures portal and additional projects, as assigned. Additionally will be required to manage projects to improve Change Management processes and tools

Responsibilities

• Responsible for developing and maintaining Knowledge Management Assets (including procedures, user guides, contextual help and communications) to support KYC policies and operational processes
• Ensure final approved documents conform to prescribed templates and style guidelines
• Champions and adheres to the CO&D Change Readiness process
• Responsible for Knowledge Management asset impacts by participating in project workstreams
• Write user-friendly materials that meets the needs of the target audience, translating knowledge into content that sets our users up for success
• Manage communications and meetings with project teams and key business partners, escalating challenges as needed
• Facilitate review with Stakeholders including Process Owner, Management, Testing and Compliance securing all approvals for procedures
• Work under tight deadlines to quickly update/enhance knowledge assets resulting from policy and process changes
• Establish working relationships and routinely interface with Stakeholders, Technology, Subject Matter Experts (SMEs), Compliance, and any other relevant party
• Formulate observations and recommendations for process improvement, risk mitigation, and improved controls
• Cross-train and collaborate with peers

• A minimum of three years practical experience with technical/procedural writing, editing and communication.

• BA/BS degree in English/Writing or equivalent work experience
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Visio, Teams, etc.) and SharePoint