Manager, Knowledge Management

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The Manager of the Knowledge Management area will serve an essential role in the implementation of knowledge management strategies and goals across the Pension Operations group within Pension Services. Specific responsibilities include: work closely with the enterprise HR Learning and Development team and Pension Operations stakeholders in coordinating and facilitating Pension Operations training initiatives as required, maintaining and updating information management tools and resources (i.e. documentation content and related management workflows and tools), developing, facilitating, cross-departmental communication via communities of practice and networks with peers.
Working in a complex legislative environment, this position requires strong analytical and problem solving skills, as well as business management and leadership ability. The Manager is also responsible for developing and ensuring individual and team key performance objectives are met for their direct reports.


• Working with the Director, Quality and Resource Management, play an integral part in the visioning, development and implementation of the recently formed Knowledge Management area within Pension Operations. This includes strategic and tactical planning, resource planning, and change leadership.
• Promote a knowledge sharing culture throughout Pension Operations by strengthening links between knowledge sharing tools, resources, and training to facilitate a seamless exchange of information and learning opportunities across all teams. Examples of some specific accountabilities supporting this include:
o Provide support for the establishment and nurturing of communities of practice, including workshops, one-on-one guidance, and troubleshooting.
o Promote collaborative tools such as Coffeehouse to facilitate sharing of ideas and work among internal teams and partners.
o Act as an internal advocate for knowledge sharing by assisting staff to effectively use knowledge management tools and resources and to follow best practices.
• Manage the ongoing analysis, design, and implementation of the Pension Operations Training Strategy. Examples of some specific accountabilities supporting this include:
o Oversee the coordination and facilitation of Pension Operations training initiatives, including researching and coordinating training opportunities in a variety of formats (e.g., classroom, webinars, e-learning and workshops); modify and adapt aspects of training programs as necessary; track registration, attendance, and feedback regarding training sessions; and implement effective methods for evaluating training program results.
o Work with the Learning and Development team to ensure adequate guidance is provided on delivery of effective ‘train the trainer’ initiatives (i.e. targeted towards SME’s).
o Work with appropriate stakeholders (i.e. HR, IT) in the oversight of the ongoing maintenance of supporting tools (i.e. Learning Management Systems) and governance structure (i.e. structure, roles & responsibilities of training team)
• Manage the ongoing analysis, design, and implementation of the Pension Operations Content Strategy. Examples of some specific accountabilities supporting this include:
o Oversee the development, implementation, and maintenance of processes, methodologies, and tools that supports effective content management which in turns supports the overall knowledge management strategy (i.e. content for training, just-in-time processing and client service support).
o Oversee the ongoing maintenance of supporting tools (i.e. Content Management Systems) and governance structure (i.e. structure, roles & responsibilities of content team).
• Work in conjunction with the Manager Quality Assurance to help monitor and evaluate the efficacy of knowledge management strategies and explore ways to improve them.

Managerial Responsibilities
• Provide leadership, coaching, training and direction to team of knowledge and content specialists in order to effectively administer all Pension Operations Knowledge Management processes and initiatives.
• Build and maintain a positive, quality oriented and client focused team environment; develop staff and identify opportunities for growth and improvement.
• Oversee the process of establishing key performance objectives and measures and monitor the performance of direct reports as it contributes to the goals within and across the business operation.
• Lead, plan and implement the business plan strategic initiatives as required, including development of action plans, delegation of work and measuring success.

Relationship Responsibilities
• Internally with all colleagues across Pension Services, in particular peer group and management.
• Internally with colleagues in Audit Services, Human Resources, Compliance, and Information Technology.
• Externally with OMERS members, OMERS employers, vendors, consultants, and professional associations/organizations.


• Team player with a positive attitude -experience at working both independently and in a team-oriented, collaborative environment is essential
• Demonstrated ability to handle complex knowledge management issues
• Extensive practical experience in applying information technology to the implementation of knowledge management and knowledge sharing strategies
• Proven ability to assess client groups’ information needs and be innovative in the design and delivery of appropriate targeted solutions within the unit
• Strong communication (oral and written), and interpersonal skills - persuasive, encouraging, and motivating; demonstrated experience to build and maintain effective working relationships both internally and externally in defining and fulfilling knowledge needs
• Demonstrated ability to lead and manage multi-functional teams
• Can conform to shifting priorities, demands and timelines. Flexible attitude and ability to interact with a diverse user community and changing environment. Comfortable with and excited about being part of the driving force behind change management.
• Detail oriented with highly developed conceptual, analytical, and innovative problem-solving ability, including the ability to deal with situations where information is difficult to obtain, complex or ambiguous.
• Ability to analyze and review operational procedures, identify problem areas and optimize performance through procedural changes an asset.
• Maintain high integrity and discretion to ensure the confidentiality of sensitive information.
• University degree and/or a combination of equivalent training, education and experience of more than ten years.
• Well rounded knowledge of pension plan administration and governing legislation and regulations – Pension Benefits Act, Income Tax Act, Family Law Act, and detailed knowledge of OMERS plan provisions, administrative policies and procedures an asset.
• PPAC/CEBS certification or working towards is an asset.

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