Lead - Knowledge Management - FMCG

Knowledge Management - Lead

Main Purpose:

- Drive and Maintain Knowledge Centered Standards & Framework

- Support to define, update and implement Service Catalog by Function according to Global standards of processes and services that are provided as part of GBS Operation.

- Ensure compliance and tracking of Service Change Request Process for changes in processes or services that affect any component of the Service Catalog or documentation.

- Create Communities of Practice forums to gather best practices and enhance knowledge quality

- Create Knowledge Champions Network to have KM Culture among Functions.

- Manage Knowledge Management tool, that will store all DTPs, Process Maps, and other knowledge assets for all GBS Functions

Responsibilities:

- Work closely with the Enterprise Service Management (ESM) and the Capability leads to understand the business needs, assess the knowledge gaps, and create an appropriate Knowledge Management strategy that focuses on process as well as skill-technology-functional-business knowledge for CME.

- Lead end to end Knowledge Management program in the areas of KM system design, maintenance, document management and business critical knowledge retention.

- Develop Knowledge Management frameworks, streamline knowledge base by identifying key knowledge resources, implement appropriate KM solutions through a combination of different Knowledge portals for effective capture, organizing, retrieval & use of knowledge resources.

- Lead myServices content migration, design appropriate processes, collaborate with myServices Product Owner and drive discussions with the Capability leads / team members to ensure right knowledge assets are made available on myServices.

- Partner with the ESM & Capability leads to implement a Service Portfolio Management process.

- Coordinate Change Management programs, work with the Global Change Management teams, provide relevant coaching, training, and support to champion a Knowledge Management culture.

- Understand the gaps in the New Hire onboarding and collaborate with the Senior Leadership Team, ESM lead, Capability Leads & Talent Management team to design a comprehensive New Hire On boarding model.

- Build and manage a strong team of KM Analysts, enhance their KM competency to be able to deliver appropriate KM solutions in line with the industry best practices, understanding areas of KM automation, implementing self-service portals thereby enhancing the KM user experience.

- KPI creation, monitoring, improvement / keeping track of engagement, project outcomes and other metrics

- Demonstrate high-level of flexibility and agility to the changing business needs and ensure that the KM Programs adapt to the high paced changing business environment.

- Develop effective working relationship through partnership and collaboration with CME Capability leads, Product Owner/s, Transitions, Talent Management, Process excellence, KM COE, etc.

- Track and follow annual content update cycle and coordinate with the SMEs to ensure that the most relevant content is available in the repositories.

- Contribute to the regular content audits with the Internal Controls (IC) team and ensure that IC guidelines are adhered

- Support data capture and maintenance for the quarterly KM score card

- Support / deliver on the evolving KM needs of the CME function and work on the ad-hoc requests / projects, as per the business needs

Key Skills:

- Graduation / post-graduation in any stream with 7 - 10 years of relevant work experience in shared services / GBS environment in driving and leading KM programs & teams.

- Expertise in one of the following areas: Insights & Analytics, Marketing, R&D would be a definite plus

- Collaborate and work leads and team members to establish goals, objectives / action plans and ability to organize resources, setting up complex priorities and managing delegation.

- Upkeep with the current technological developments/trends and evaluate and share ideas on how those can be introduced in the KM User experience.

- Strong interpersonal, leadership, stakeholder management, change management, communication, motivational & influencing skills and the ability to create a cohesive work environment.

- Excellent understanding of KM tools /systems, SharePoint and content management tools.

- Experience and good command over Microsoft tools such as PowerPoint, Excel, etc.