Operational Content Specialist

📌 Core Information

🔹 Job Title: Operational Content Specialist

🔹 Company: First West

🔹 Location: Langley, British Columbia, Canada

🔹 Job Type: On-site, Full-time

🔹 Category: Financial Services

🔹 Date Posted: June 20, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Overseeing the end-to-end content management process
• Managing policies, guidelines, processes, and procedures (PGPP) on the PGPP Portal
• Providing operational advice and analysis related to all functional business areas
• Leading or supporting operational projects and initiatives
• Collaborating with subject matter experts and stakeholders to create and update content

ASSUMPTION: This role requires a balance of technical writing skills, operational knowledge, and project management expertise to ensure content meets regulatory requirements and supports business needs effectively.

📋 Key Responsibilities

✅ Content Management Creation: Works with subject matter experts to review and complete requests for new content and edits existing content submitted to the Content Management team.

✅ Content Management Governance: Oversees the end-to-end content management process, including ensuring the annual review cycle is complete, maintaining and updating PGPP templates and approval matrix, and managing the weekly update process.

✅ Operations: Subject matter expert for operational items, ensuring Help Desk is provided with timely answers to tier 3 operational support requests and identifying gaps in current processes and procedures.

✅ Project Management: Leads Central 1 projects to support business needs and provides perspective; researches and collaborates with key stakeholders to implement front office facing projects.

✅ Content Migration: Leads other departments with migrating their PGPP content from the Hub to the PGPP Portal in a timely manner with minimal impact to the end user.

✅ Agile: Provides support and direction where needed/requested to Agile squads through Compliance and PGPP Centers of Excellence.

ASSUMPTION: This role involves a mix of independent work and collaboration with various teams and stakeholders to ensure content is accurate, up-to-date, and meets the needs of end-users.

🎯 Required Qualifications

Education: College, Trade or Tech School Diploma (2 years) in a related discipline required

Experience: 4 years' related experience required, preferably in the financial services industry with exposure to business functions and integrated credit union/business systems

Required Skills:

• Advanced written communication skills, including advanced use of grammar and composition
• Proficient with computer software applications (e.g., MS Office)
• Strong understanding of internet and web-based applications
• Demonstrated operational expertise in various financial services systems
• Knowledge of FI policies, procedures, product/services
• Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures

Preferred Skills:

• 2-year technical writing certificate or diploma
• Lean Greenbelt
• Knowledge of project management

ASSUMPTION: Candidates with a strong background in technical writing, operational experience, and project management skills will be well-suited for this role.

💰 Compensation & Benefits

Salary Range: Based on industry standards for a Financial Services Content Specialist with 5-10 years of experience in British Columbia, the estimated salary range is CAD 75,000 - CAD 95,000 per year. This range may vary depending on the candidate's experience and qualifications.

Benefits:

• Competitive benefits package
• Retirement savings plan
• Employee assistance program
• Health and wellness initiatives

Working Hours: Full-time position with a standard workweek of 40 hours, typically Monday to Friday, 8:30 AM to 5:00 PM. Flexible work arrangements may be available.

ASSUMPTION: The salary range provided is an estimate based on market research and may vary depending on the candidate's experience and qualifications. Benefits information is based on typical industry offerings and may vary depending on the company's specific benefits package.

📌 Applicant Insights

🔍 Company Context

Industry: First West is a leading member-owned financial co-operative, offering personal and business banking, wealth management, and other financial services through its community brands. It is rooted in communities throughout British Columbia and shares and invests in the co-operative movement.

Company Size: First West has 1,001-5,000 employees, providing a mid-sized company environment with opportunities for collaboration and growth.

Founded: First West was founded in 1946 and has since grown to become one of Canada's leading credit unions.

Company Description:

• First West is committed to providing exceptional service and helping its members achieve their financial goals
• The organization fosters a culture of collaboration, innovation, and continuous improvement
• First West is deeply rooted in its communities, supporting local initiatives and investing in the well-being of its members and employees

Company Specialties:

• Personal and business banking
• Wealth management
• Auto financing
• Subordinated debt financing
• Leadership and Lean for Service
• Customer experience and Partnership model

Company Website: http://www.firstwestcu.ca

ASSUMPTION: First West's commitment to its members, communities, and employees creates a supportive and engaging work environment that prioritizes growth and success.

📊 Role Analysis

Career Level: This role is at the mid-level of the career ladder, offering opportunities for growth and advancement within the organization.

Reporting Structure: The Operational Content Specialist reports directly to the Manager, Operations and works closely with various teams, including Content Management, Operations, and Agile squads.

Work Arrangement: This is an on-site position, with the possibility of flexible work arrangements depending on the organization's policies and the candidate's needs.

Growth Opportunities:

• Advancement to senior roles within the Operations or Content Management teams
• Expanding expertise in project management, technical writing, or operational processes
• Cross-functional collaboration and exposure to various aspects of the business

ASSUMPTION: This role offers opportunities for professional growth and development, both within the Operations team and across the broader organization.

🌍 Location & Work Environment

Office Type: First West's Langley office is a modern, collaborative workspace designed to support productivity and teamwork.

Office Location(s): 19933 88 Ave #200, Langley Twp, BC V2Y 4K5, CA

Geographic Context:

• Langley is a vibrant community located in the Metro Vancouver region, offering a mix of urban and rural amenities
• The office is conveniently located near public transportation and major highways
• The region experiences a mild, oceanic climate with moderate rainfall throughout the year

Work Schedule: The standard workweek is Monday to Friday, 8:30 AM to 5:00 PM, with flexibility available depending on the role's requirements and the organization's policies.

ASSUMPTION: The Langley office provides a supportive and engaging work environment that fosters collaboration and productivity.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening
• In-person or virtual interview with the hiring manager and team members
• Final interview with the senior leadership team
• Background check and reference verification

Key Assessment Areas:

• Technical writing skills and attention to detail
• Operational knowledge and understanding of financial services systems
• Project management skills and ability to prioritize tasks
• Communication and interpersonal skills, both written and verbal
• Problem-solving and analytical skills

Application Tips:

• Tailor your resume and cover letter to highlight relevant skills and experiences for this role
• Provide specific examples of your technical writing, operational, and project management experiences
• Demonstrate your understanding of First West's mission, values, and commitment to its members and communities
• Prepare thoughtful questions to ask during the interview, focusing on the role's responsibilities, the team, and the organization's culture

ATS Keywords: Content Management, Project Management, Technical Writing, Operational Expertise, Interpersonal Skills, Communication Skills, Organizational Skills, Analytical Skills, Regulatory Compliance, Team Collaboration, Process Improvement, Risk Management, Web Applications, Financial Services Systems, Stakeholder Engagement, Agile Methodology

ASSUMPTION: First West's recruitment process is designed to assess candidates' skills, experiences, and cultural fit, ensuring the best possible match for the role and the organization.

🛠️ Tools & Technologies

• Microsoft Office Suite (Word, Excel, PowerPoint)
• Content management systems (e.g., PGPP Portal)
• Project management tools (e.g., Asana, Jira, Trello)
• Operational systems and software (e.g., Central 1, integrated credit union/business systems)

ASSUMPTION: The tools and technologies required for this role are standard for the financial services industry and can be learned or improved upon with relevant experience and training.

👔 Cultural Fit Considerations

Company Values:

• Member-focused
• Collaborative
• Innovative
• Accountable
• Respectful

Work Style:

• Results-driven
• Adaptable and responsive to change
• Strong communicator and team player
• Proactive and solutions-oriented

Self-Assessment Questions:

• How do my personal values align with First West's company values?
• Am I comfortable working in a collaborative, team-based environment?
• Do I have strong communication skills and the ability to adapt to different stakeholders and situations?

ASSUMPTION: First West's company culture prioritizes member focus, collaboration, innovation, accountability, and respect, creating an environment that supports employee growth and success.

⚠️ Potential Challenges

• Managing multiple priorities and deadlines in a fast-paced, dynamic environment
• Balancing the need for accuracy and compliance with the need for efficiency and speed
• Collaborating effectively with various teams and stakeholders, each with their own priorities and perspectives
• Adapting to changes in processes, systems, or organizational structure

ASSUMPTION: These challenges can be overcome through strong project management skills, effective communication, and a solutions-oriented mindset.

📈 Similar Roles Comparison

• Compared to other content specialist roles, this position places a stronger emphasis on operational expertise and project management skills
• In the financial services industry, this role is unique in its focus on content management, operational support, and project leadership
• Career progression in this role may involve expanding into senior operational or content management positions, or transitioning into a specialized functional area

ASSUMPTION: This role offers a unique blend of responsibilities and offers opportunities for growth and development within the Operations team and across the broader organization.

📝 Sample Projects

• Leading a project to migrate content from the Hub to the PGPP Portal, ensuring minimal impact to end-users and maintaining compliance with regulatory requirements
• Collaborating with subject matter experts to create and update operational content, ensuring it is clear, concise, and aligned with the portal style guide and PGPP templates
• Researching and implementing a new project management tool to improve efficiency and collaboration within the Operations team

ASSUMPTION: These sample projects illustrate the diverse range of responsibilities and opportunities available in this role, from content creation and governance to operational support and project leadership.

❓ Key Questions to Ask During Interview

• Can you describe a typical day or week in this role and how it might evolve over time?
• How does this role collaborate with other teams and departments within the organization?
• What are the most important priorities for this role in the first 30, 60, and 90 days?
• How does First West support the professional development and growth of its employees?
• What is the team culture like, and how does it align with First West's company values?

ASSUMPTION: These interview questions are designed to provide insight into the role's day-to-day responsibilities, team dynamics, and growth opportunities, helping candidates make an informed decision about their fit for the position.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the First West Careers portal
• Tailor your resume and cover letter to highlight your relevant skills and experiences for this role
• Prepare for the interview by researching First West's mission, values, and commitment to its members and communities
• Prepare thoughtful questions to ask during the interview, focusing on the role's responsibilities, the team, and the organization's culture
• Follow up with the hiring manager or recruiter after the interview to express your appreciation for the opportunity and reiterate your interest in the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.