Senior Manager - Knowledge Management

Mercer is seeking candidates to join our Knowledge Management team based in the Gurgaon office. This is a hybrid role that requires working in the office at least three days a week.

Senior Manager Knowledge Management (Grade E)

Shift timing: 5:30 PM 2:30 AM IST

What can you expect?

As a Knowledge Specialist on Mercer's Knowledge Management Team aligned to Health (MMB) practice, your role is to drive the knowledge management (KM) activation plans to deliver modern, seamless work experience. You curate Mercers cutting-edge intellectual capital for Health (MMB) practice, and support the advisory solutions, products and programs for the business, including efforts in areas such as thought leadership / sales campaigns, digital transformation, search optimization, content curation and management, social collaboration / communities, taxonomy, and analytics.

You foster a culture where knowledge and content sharing are integral to how work is done, working closely with Health (MMB) practice content development teams. You foster a culture of learning for the future of work, and the willingness to collaborate. You are the face of the KM team to Health (MMB) practice colleagues and content owners, championing strategic knowledge sharing best practices. While your focus is on content and fostering dynamic community engagement, you will collaborate with other KM team members to optimize KM best practices, including search, site builds and page designs, content management, social collaboration/communities, taxonomy, and analytics. You will also have the opportunity to work with emerging technologies such as AI and RPA.

We will count on you to:

• Analyze prepared data/metrics reports and provide insights to drive content curation for Health (MMB) practice, following current and emerging best practices, utilizing existing tools (e.g., PowerBI reports) and future tools (e.g., artificial intelligence and/or machine learning).
• Contribute to usability studies by conducting interviews with key players and understanding their needs to drive future changes.
• Establish and strengthen relationships with Health(MMB) practice leaders, teams, and stakeholders (for example, subject matter experts, thought leaders, team leaders, etc.) to advance KM and business priorities.
• Embed KM best practices into normal business activities and processes to improve efficiency and standardization.
• Drive communication and education so the right knowledge tools to share and digest content and information are quickly and easily accessible by Health(MMB) practice content owners to (e.g., Mercer Link request form, Viva Engage community activity streams, LenAI/Mercer Mind Generative AI).
• Coordinate with other core operational functions including Marketing, Internal Communications and Learning to ensure content publishing, campaign launches, and digital activation plans are executed and knowledge is flowing.
• Contribute to activities which improve the effectiveness of knowledge sharing, engagement and collaboration inside and outside the organization.
• Serve as a project manager on specific KM projects to ensure tasks are completed and projects are delivered on time and with high-quality results.
• Delegate, partner with, and coordinate with broader KM team members to execute SharePoint task management in support of intranet operations.

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What you need to have:

• At least 8+ years of proven similar working experience.
• Previous customer service experience.
• Excellent oral and written communication skills in English.
• Proficiency in Microsoft Office Suite, with a focus on Word and Excel.
• Digitally-savvy, forward-thinking, and curious about the future of work for knowledge management and content curation and strategy.
• Strong collaborative decision-making, comprehensive problem-solving, positive influencing skills, and ability to partner with colleagues at all levels.
• Able to identify and communicate the need for change around knowledge management and firm-wide collaboration.
• Ability to work in a fast-moving, ever-changing environment while managing multiple projects.
• Ability to work independently and on a virtual, global team.
• Proficient in Microsoft Office Suite.
• Experience in working with content management/collaboration systems such as SharePoint and Office 365 a plus.

What makes you stand out:

• Experience in working with content management/collaboration systems such as SharePoint and Office 365 a plus.
• Proficiency in Spanish is preferred
• Additional skills: project management, business analysis, collaboration tools, M365, customer service, quality assurance, service-minded, team-oriented