Job
Description
Are you a customer-focused team player and self-starter? Do you have Knowledge Manager experience and the ability to take initiative? About Our Team The Global Researcher Support and Customer Experience team focuses on customer experience, transforming customer service into customer success. We take key responsibility for the experience that the Research Community has when interacting with Elsevier as well as their loyalty and enthusiasm to the Elsevier brand. About The Role The Knowledge Manager plays a crucial role in maintaining end-to-end process knowledge and related documentation, supporting process enhancements, and managing stakeholder relationships. This role involves overseeing the management and integration of changes to business processes, systems, user communication, training, and coordination. The Knowledge Manager will support the rollout of various initiatives, collaborate with stakeholders across business and operations, and handle tracking, query resolution, and communication both internally and externally. Responsibilities Manage Process Knowledge Oversee and have a clear view of all RS & OA process knowledge requirements and changes. Address queries from suppliers, internal and external stakeholders regarding processes, applications, and related knowledge. Provide expertise for new implementations, automations related to RS processes. Communicate progress to senior management and other key stakeholders to ensure consistent awareness, buy-in, and support for process change plans. Documentation and Training Create, maintain, and distribute process documents, best practices, trackers, SOPs, and training materials to ensure that they have an effective training program for suppliers , new starters and that the material is kept current and up-to-date. Deliver training and updates to team members and stakeholders including updates to communication channels like, internal knowledgebase (IKB), Non-Solus and SharePoint. Identify and analyze user training needs, devise, manage, and deliver user training to ensure success. Regularly review and audit documentation, updating when required ensuring that it complies with GDPR requirements Provide necessary materials for training and ensure the success of training efforts, following up as required. Offer guidance on business, process, policy, and compliance-related knowledge requirements to RS agents. Workflow Enhancement and Implementation Identify and streamline processes to enhance workflows and the customer journey. Review and create a streamlined onboarding process with customer centric approach. Deliver business process changes and clearly articulate business changes and implementation approaches to achieve operational synchronisation as well as internal process efficiencies Develop actionable and targeted change management plans, including communication plans, stakeholder identification and mapping, coaching plans, and process mapping. Handle activities ranging from technical and procedural implementation to major change implementation. Lead and manage cross-functional initiatives and projects related to process improvements, ensuring that all milestones are met and that project timelines are adhered to. Stakeholder Management Establish and maintain a stakeholder map, clearly identifying all stakeholders and approaches to manage them. Coordinate the implementation of changes, process gap fixes, and knowledge updates by working closely with business partners and stakeholders. Act as the single point of contact (SPOC) for all OA access stakeholders and liaise with required teams for the improvement of data, processes, changes, and other central activities. Serve as a subject matter expert (SME) in handling queries and knowledge gaps by providing guidance in collaboration with different stakeholders. Liaise with users and stakeholders to understand current and future needs and the related business value regarding products/processes. Key competencies Displays High Integrity and Honesty Champions Change Drives for results Takes Initiative Technical and Professional Expertise Solves Problems and Analyzes Issues Communicates Powerfully and Prolifically Functional and Technical Competencies Deep understanding of project, product, and change management methodologies and best practices. Self-starter that thrives working in a fast-paced environment Understanding of 6sigma methodology and good understanding of STM publishing industry Good knowledge of process workflows and systems (Editorial, PTS, Agreement Manager, etc.). Ability to provide clear instructions and directions to others. Strong organizational, planning, prioritization, communication, presentation, and problem-solving skills. Requirements Bachelor’s degree in science or arts. Excellent written and spoken English. 3 to 4 years of work experience in global projects, publishing experience and OA process knowledge preferable. L6S/PRINCE2/Agile methodology/statistics would be advantageous. Proficient in MS Office, including Excel, PowerPoint, Visio, and Word. Work in a way that works for you We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals. Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive Working for You Benefits We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer: Comprehensive Health Insurance: Covers you, your immediate family, and parents. Enhanced Health Insurance Options: Competitive rates negotiated by the company. Group Life Insurance: Ensuring financial security for your loved ones. Group Accident Insurance: Extra protection for accidental death and permanent disablement. Flexible Working Arrangement: Achieve a harmonious work-life balance. Employee Assistance Program: Access support for personal and work-related challenges. Medical Screening: Your well-being is a top priority. Modern Family Benefits: Maternity, paternity, and adoption support. Long-Service Awards: Recognizing dedication and commitment. New Baby Gift: Celebrating the joy of parenthood. Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates. Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays. Free Transport pick up and drop from the home -office - home (applies in Chennai) About The Business A global leader in information and analytics, we help researchers and healthcare professionals' advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
