Knowledge Management Specialist at Equitable… · Waterloo

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact, for our clients, our communities, and each other.

The Opportunity: At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.

As a Knowledge Management Specialist, you will play a key role in establishing and sustaining a comprehensive training, capability development, and documentation framework for the Individual Insurance team. You will assess current skills and operational processes, design and deliver targeted training solutions, and measure effectiveness through data-driven analysis to support consistent, accurate, and compliant operations. In addition, you will lead documentation governance by developing standardized procedures, job aids, and operational resources that reduce risk, improve process consistency, and enable long-term performance excellence across the business.

Join one of the region’s top employers and be part of something that truly makes a difference.

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

What you’ll do:

• Conduct structured interviews, assessments, and audits to evaluate technical proficiency, product and policy knowledge, process adherence, decision-making maturity, and operational effectiveness.
• Identify execution variability, knowledge gaps, rework dependencies, and documentation inconsistencies by reviewing current processes, procedures, policies, and job aids.
• Develop individualized training plans aligned to role requirements, skill gaps, seniority levels, measurable learning objectives, success criteria, and timelines, while partnering with leaders to ensure alignment.
• Design and deliver blended learning solutions, including web-based modules, self-study programs, peer observations, process reviews, simulations, case studies, knowledge assessments, and classroom or virtual training sessions.
• Measure training effectiveness through diagnostic, formative, and summative assessments, performance comparisons, operational metrics, quality outcomes, and structured feedback to drive continuous improvement.
• Analyze Quality Assurance data to identify recurring defects, determine root causes, distinguish between individual and systemic knowledge gaps, and develop targeted learning solutions.
• Develop, maintain, and govern standardized documentation including operational procedures, process maps, decision trees, job aids, control documentation, and template suites to support consistency and compliance.
• Partner with Process Engineering, Controls Analysts, Change Management, SMEs, Compliance, IT, and operational teams to ensure training materials and documentation remain accurate, current, and aligned with evolving processes, systems, controls, and policies.

What you’ll bring:

• University degree in Adult Education, Business, Human Resources, or a related field.
• 5+ years of experience in a Learning & Development role, with a proven track record of designing, delivering, and evaluating successful training programs.
• Experience facilitating training in virtual and hybrid learning environments, including proficiency with MS Teams and virtual classroom technologies.
• Strong analytical skills with the ability to assess performance, interpret quality and operational data, identify trends, and develop data-driven learning solutions.
• Exceptional written and verbal communication skills, with the ability to create clear documentation and effectively facilitate training sessions both virtually and in person.
• Strong interpersonal, collaboration, and relationship-building skills, with the ability to work across multiple departments, influence stakeholders, and encourage teamwork.
• High levels of integrity, confidentiality, adaptability, resourcefulness, and organizational effectiveness, with proven time management and multitasking abilities in a fast-paced environment.

What’s in it for you:

• Career Growth: Regular learning sessions and development opportunities
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching
• Time Away: Competitive vacation plus one paid volunteer day each year
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach

At Equitable, we’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at careers@equitable.ca. We’re happy to help.

Your base pay will be based on your skills, qualifications, experience and education. In addition to your salary, this role is eligible for a discretionary annual incentive award tied to business performance, plus a wide range of competitive benefits.

If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included.

Reports To: Manager, Knowledge, Quality, and Controls
Department: Individual Operations Management
Term: Permanent Full-Time

This position is open and we are excited to find the right person to join our team.

As part of the recruitment process, you will need to go through background screening, as per our company policy.

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