Job Title: Team Lead, Knowledge Management

Team Lead, Knowledge Management

Summary
PenFed is hiring a Team Lead, Knowledge Management in Eugene, Oregon. The primary purpose of this job is to lead and utilize Knowledge Management (KM) concepts to coordinate updates to a continually evolving database of procedural documents, Frequently Asked Questions (FAQs) and articles for use by PenFed staff and members via PenFed's website, online banking platform and mobile app.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

Utilize knowledge building, knowledge sharing and knowledge management concepts, leading the KM team to rapidly develop content for use by internal and external users across multiple platforms.
Responsible for managing and maintaining PenFed's knowledge management database.
Implement standard practices, guidelines, templates and style guides to ensure high-quality content and consistent voice.
Ensure KM staff members rapidly produce high-quality content ready to be published.
Perform quality assurance reviews of content created by KM team members and other PenFed staff.
Participate in various project teams to ensure that KM-related items are captured and executed effectively.
Coordinate with Business Units, Compliance, IT, Marketing, and other departments to ensure content meets all applicable standards.
Streamline and improve content using statistical reports to review effectiveness of content to prioritize updates and retire unused resources.
Assist with the training of those responsible for KM updates.
Work with business unit personnel to provide input towards significant design and/or navigational changes and assists with the implementation of said changes.
Regularly reviews KM content for clarity, grammar, and relevancy, and provides feedback to content owners when updates are required
Work with internal and external clients to address technical or programming issues as they pertain to the Intranet.
Communicate significant changes to Intranet content to all PenFed organizational members.
Mentor and coach employees while documenting and providing actionable feedback on individual performance.
Make recommendations for decisions on assigned employee hires, promotions, action plans, and similar actions.
Assist with maintaining PenFed's compliance with all applicable federal, state and local laws, regulations and ordinances by abiding by PenFed compliance program and all policies, procedures, rules and regulations.



Education and Experience
Equivalent combination of education and experience is considered.

Bachelor's Degree in a related field preferred.
Minimum of two (2) years of experience in a call center or related position preferred.
Minimum of two (2) years of experience in a supervisory role required.
Minimum of one (1) year of content management system experience is preferred.
Practical experience with Knowledge Management concepts is preferred.
Experience coding HTML is preferred.
Strong oral and written communication skills.
Strong analytical, interpersonal, and decision-making skills.
Technical proficiency in standard business computer operations.
Knowledge of financial institution structure, products, policies and procedures preferred.


Supervisory Responsibility
This position will supervise employees.


Licenses and Certifications
There are no additional licenses and/or certifications required.


Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*


Travel
Ability to travel to various worksites and be on-call is required.


About Us
Established in 1935, PenFed today is one of the country's strongest and most stable financial institutions with over 1.6 million members and over $23 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico, Okinawa, and Portugal. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.
Our mission isn't simply to help our members get by. We exist to help them realize every ounce of their potential. We exist to educate, and to encourage. We exist to usher their dreams into the land of reality.
We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.


Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.
PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 571-289-4710.