Lead - Knowledge Management

Department: Knowledge Management (KM)

Job role:  Content Lead  

Summary:

We are seeking a highly experienced and motivated Content Lead to oversee and guide our content creation efforts on process documentation and knowledge base development. As a Content Lead you will be responsible for our client’s voice and meet business objectives. You will play a key role in developing content strategies, coordinating content projects, and maintaining consistency across various digital platforms.

Responsibilities:

Content Leadership:

• Collaborate with stakeholders to gather, analyze, and document their existing processes.
• Develop and maintain a comprehensive knowledge base, ensuring accuracy, clarity, and user-friendliness.
• Implement and manage a content management system (CMS) to organize and categorize knowledge base content.
• Create and maintain various knowledge base materials, such as standard operating procedures (SOPs), FAQs, and job aids.
• Standardize content style and ensure adherence to brand guidelines.
• Collaborate with the KM team to ensure best practices are followed in knowledge base development and management.
• Collaborate with cross-functional teams to align on content initiatives and overall business goals.
• Stay up to date on industry trends and best practices in knowledge management.

Client Advisory & Engagement:

• Act as a trusted advisor to clients on knowledge management strategies and practices.
• Offer insights and recommendations for improving KM processes.
• Build strong relationships with clients to drive adoption of best practices.

• Serve as the primary point of contact for client engagements related to process documentation and knowledge management.
• Conduct regular meetings and presentations with clients to discuss project progress, findings, and recommendations.
• Collaborate with cross-functional teams to deliver high-quality solutions that meet client needs and expectations.

Strategic Planning:

 

• Team management capabilities and handling client facing calls, work on business review and create slides for business review.
• Contribute to the development of strategic plans and initiatives related to knowledge management and process improvement.
• Participate in strategic discussions and decision-making processes to align KM efforts with organizational goals and objectives.

 

 

Content Creation and Quality Assurance:

• Create and maintain content style guides for projects, ensuring consistency and meeting client expectations.
• Standardize content style and ensure adherence to brand guidelines for all content.
• Monitor and analyze content performance using analytics tools, providing insights and recommendations for improvement.
• Conduct calibration exercises within the team to ensure SOPs are followed and a standardized writing style is maintained.
• Collaborate with the client to fine-tune expectations and writing styles, if needed.
• Create and maintain thorough reports for relevant stakeholders (Proficiency with tools like Excel, PowerPoint, MS Word, Google Sheets, Google docs etc.)

Qualifications:

• Bachelor’s degree in any stream or related field.
• C1 proficiency mandatory.
• Bachelor’s/Master’s degree in English literature and journalism would be an added advantage.
• At least 3-4 years of experience in content creation and/or content management.
• Excellent writing, editing, and proofreading skills with a keen eye for detail.
• Proficiency in using content management systems (CMS) based software.
• Well versed in the nuances of UK/US English and style guides (e.g., Chicago Manual of Style, AP Style).
• Experience with MS Excel for data-driven decision-making and using analytics tools to measure content performance.
• Excellent interpersonal and communication skills, with the ability to collaborate effectively with both internal and external stakeholders.
• Strong analytical and problem-solving skills, with the ability to identify opportunities for improvement and implement effective solutions.
• Proven track record of successfully managing client relationships and delivering high-quality advisory services.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple projects simultaneously.