Overview of the Role
The Senior Document Writer is responsible for delivering high-quality documentation that supports the success of the company’s products and services. This role involves creating clear, user-friendly guides, detailed task instructions, and comprehensive workflow overviews, while ensuring all client processes are accurate, up-to-date, and aligned with VBP clients’ preferences. The Senior Document Writer also drives documentation standards, promotes best practices, and provides guidance to ensure consistency and continuous improvement across all documentation efforts.
Major Responsibilities:
- Collaborate with the Onboarding Team and Client Collaboration Stream to document initial tasks from newly onboarded clients, including upgrades or process changes.
- Produce high-quality, easy-to-understand documentation, including:
- Swimlane diagrams (process flow diagrams showing roles and responsibilities)
- Procedures/Key Steps (step-by-step task instructions)
- Process manuals (detailed “how-to” guides for systems and tools)
- Document existing processes and ensure all client processes are accurate, complete, and up to date.
- Use visuals such as images, diagrams, and charts to enhance user understanding.
- Convert training videos into structured, user-friendly process guides and manuals.
- Support onboarding activities by contributing to the documentation required for smooth transition into BAU operations.
- Design and develop a robust policy and controls framework to support scalability and transition to a shared services finance centre of excellence.
- Identify process gaps and recommend improvements across expense capture, workflow solutions, and delegations of authority.
- Partner with the Group Financial Control team to align policies and procedures with accounting standards, regulatory requirements, and operational delivery.
- Develop business requirement definition documents to capture requirements, expected outcomes, and ensure effective handover and execution.
- Support discovery phases to scope requirements and drive a structured onboarding approach.
- Ensure alignment with engagement and resource models to support efficient service delivery and clear ownership.
- Drive documentation standards, governance, and continuous improvement to ensure consistency, quality, and scalability across all documentation.
- Complete specific tasks to document client processes and maintain/update client intranets, including:
- Editing client training videos
- Preparing workflows and swim-lane diagrams
- Preparing manuals or step-by-step guides of client processes
- Graduate of any four-year course, preferably AB Linguistics, AB Communication Arts/Mass Communication; or
- Excellent written and communication skills in English.
- Strong working knowledge of MS Office (SharePoint, Outlook, Word, Excel, PowerPoint);
- Basic familiarity with the following tools:
- SharePoint/MS Office
- Screensteps
- Lucidchart/Visio
- Highly organised and keen attention to detail.
