CBB Knowledge Services Director

Summary:
The CBB Knowledge Services Director defines and directs the strategy and execution of the Ready and Reliable Resources program which is responsible for delivering accurate procedural information to colleagues to provide a Category of One service to our customers.

Duties & Responsibilities:

• Define and direct the strategy and execution of the Ready and Reliable Resources program which is responsible for delivering accurate procedural information to colleagues to provide a Category of One service to our customers. Conduct external research and benchmarking to ensure strategy, program content and delivery model are positioned to deliver best-in-class results.
• Directly and indirectly manage teams of content writers to provide correct and consistent information across the enterprise. Responsible for the on-time delivery of procedural content to support new and changing products, processes and regulations.
• Responsible for program benchmarking and reporting. Responsible for continuous review of program efficacy through KPI analysis. Analysis includes internal colleague and external customer experience, colleague adoption, and the overall program health based on established SLAs. Responsible for tracking, prioritizing, and reporting requests from multiple stakeholders throughout the organization.
• Partner with all HNB Digital channels to guarantee customer facing content aligns with internal procedures to ensure a consist customer experience.
• Partner with Training and Communication teams to identify and close gaps in colleague curriculum and resources. Responsible for change management planning and execution related to new and updated procedures to ensure branch readiness.
• Responsible for the governance process that ensures published content is reviewed and approved by Legal, Risk and Compliance partners.  Responsible for addressing and resolving identified risks, and providing documentation as needed for internal and external audits.
• Responsible for knowledge management technology, and the optimization of current and future tools.  Simplify and centralize content as much as possible to ensure accuracy and consistency across the enterprise and to improve usability. Responsible for program advocacy and awareness throughout all levels of the organization.
• Other duties as assigned.

Basic Qualifications:

• Bachelor’s degree
• 10+ years of progressive experience managing an information center or knowledge/information services team

Preferred Qualifications:

• Financial Services experience
• Ability to communicate effectively and deal with ambiguity and demonstrate strong attention to detail
• Strong focus on customer service and support
• Must be organized, proactive, curious and solution oriented, looking for ways to contribute added value; Possess strong planning, problem solving, teamwork and relationship-building
• Ability to gather and analyze, and deliver business intelligence to internal groups
• Presentation skills and ability to clearly communicate compelling messages to Executive Leaders and internal business partners
• Strong interpersonal and leadership skills to influence and build credibility with Executive leaders
• Active interest in Knowledge Services and management, keeping in touch with information industry trends and innovations

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Workplace Type:

Huntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.

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