Operations Content Specialist

6 months ago

Kuala Lumpur, Malaysia Cochlear Ltd Full time

Change people’s lives and love what you do Cochlear develops world-leading medical devices that help people hear. As a top 100 medical device company and market-leader in implantable hearing devices, more people choose a Cochlear-branded cochlear implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives.

Cochlear's mission is to help more people to hear and experience life’s opportunities. Around the world, more people choose a Cochlear-branded hearing implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people's lives. Learn and grow with us as we tackle the most complex challenges in helping people to Hear Now. And Always.

A fantastic opportunity for Operations Content Specialist to work in Cochlear Malaysia. In this role, you will be responsible for developing and maintaining documentation and content for the shared services team including, but not limited to, process documentation, training materials, scripts and knowledge articles.

The role will also provide support for documentation and content within global customer experience, and customer self-service initiatives as part of a project team or standard business operations, as required.

Key Responsibilities;

In this role you will be responsible for:

- Content/work instruction Requests - Accept, triage, and coordinate requests for content. Content includes but not limited to: FAQ, Process Definition, Process Metric Definition, Work Instruction, Procedure, Job Aid and Knowledge Base Content may include documents or other media (e.g. e-learning)
- Prioritisation of Content/work instruction Requests - Partner with leadership to prioritise and agree on content requests.
- Develop Content/work instructions - Partner leadership, team members or project members to develop content for Shared Services and/or Customer Service utilization. Most importantly to standardize documentation as much as possible based on activities with similar nature.
- Publish Content/work instructions - Work with appropriate approval channels to review and publish content for use.
- Maintain Content/work instructions - Maintain and update existing content, including the obsolescence of content. Update documentation to reflect changes in business process or need.
- Content Effectiveness - Develop and maintain feedback channel for effectiveness of content.
- Work Packages - Execute the completion of assigned work packages and other activities as required.
- Reporting - Weekly, monthly and ad-hoc reporting (i.e. process monitoring, weekly dashboard) as required
- Special Projects - Support special projects and activities as required. Recommend, develop, and implement process and system improvements to continuously improve efficiency and strengthen controls.

Key Requirements;
- Minimum Degree in any relevant field
- At least 3 years of working experience in similar capacity is required for this role.
- Experience in developing and creating process documentation especially processes relating to customer services and finance.
- High degree of English language proficiency (oral and written)
- Ability to complete multiple tasks simultaneously, detail orientated and able to meet deadline.
- Experience working as part of a team that required working with cross functional and/or global stakeholders / as part of a project or work team.
- Able to communicate effectively at different levels of the organization and across functional disciplines.
- Experience collecting, analyzing, and prioritizing requests.

This is your chance to be part of a premier organization with a great culture, working in a dynamic, growing and rapidly evolving environment to deliver outstanding results that benefit our customers every day. Be part of something purposeful and APPLY now by clicking on the link below and see your career grow

CochlearCareers

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