Technical Writing Leader - USLI Operations Knowledge Management

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. 

We apply that same compassion and empathy as we work with each other and our local communities, Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.

• Make it about others. We do what’s best for our customers and collaborate to drive progress. 

• Make it happen. We work with intention toward a common purpose and forge ways forward together. 

• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

POSITION TITLE

Technical Writing Leader- USLI Operations Knowledge Management

POSITION LOCATION

This position is available to Virginia residents as Richmond or Lynchburg, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

YOUR ROLE

As an Operations team member, you’ll play a crucial role in delivering world class customer service and capabilities to our policyholders—now and in the future. The Technical Writing leader is responsible for leading one of USLI Operations foundational teams that is critical to ensuring associates have accurate process documentation to effectively and efficiently service Genworth’s customers. You will be responsible for understanding the needs of our business partners, ensuring that the creation or updating of processes and procedures are completed accurately and timely, as well as assist with proper prioritization for development and managing through multiple levels of approval. The role will also lead a team of professional technical writers and work on other strategic process improvement initiatives as needed. 

What you will be doing

• Manage a team of professionals, tasked with providing technical writing support to Operations and other business partners as needed.

• Communicate effectively with associates to provide coaching and feedback, identify development opportunities pertaining to personal and professional growth, and reinforce positive results.

• Ensure initiatives milestones, targets and run the shop turnaround times are met.

• Identify ways to increase productivity, with the result of delivering quality service efficiently.

• Partner with leadership to understand business strategy, direction, tactical and strategic requirements and recommend process improvements as appropriate.

• Ensure procedure and other resources are completed and delivered accurately and timely.

• Analyze changes to determine need for revisions in previously published materials and development of new material.

• Responsible for creating and managing online content on multiple Genworth intranet sites. 

• Ensure accuracy and completeness of documentation before publishing and communication, including proper approvals where necessary from Compliance, Legal and Risk.

• Engage with other shared services functions to align and collaborate to ensure process governance and minimize risk.

• Identify ways to simplify SOPs for ease of use, reduce complexity.

• Align with Learning and Development to ensure all process changes are consistent and clear with all materials and resources