ABOUT THE ROLE:

The Knowledge Management lead will be responsible for executing and leading the knowledge management strategy for the People Services function. The role partners strongly with the Regional People Services Leaders, Shared Services teams and People Centre’s of Excellence (COE).
The Knowledge Management Lead will be responsible for executing the knowledge management strategy that aligns with the People function’s goals and objectives. This role will oversee the maintenance and continuous improvement of the people portal content, ensuring it is user-friendly, up-to-date, and serves as a valuable resource for employees and agents. Additionally, the Knowledge Management Lead will collaborate across People Services and other Centers of Excellence (COEs) to build and maintain a comprehensive knowledge base that supports AI chatbots and virtual agents. The role also involves ensuring that the knowledge base is comprehensive, well-organized, and regularly updated with relevant information. This role will also provide training and support to agents and employees on how to effectively use the people portal and access the knowledge base and other tools.

WHAT YOU’LL DO:

• Strategy Execution: Contribute to and execute a knowledge management strategy that aligns with the organization’s goals and objectives. Collaborate with key stakeholders to ensure the strategy supports business needs.
• People Portal Content Management: Curate and manage content within the knowledge base. Ensure the information is accurate, comprehensive, and easily accessible and serves as a valuable resource for employees and Shared Services Agents
• Knowledge Base Development: Build and maintain a comprehensive knowledge base that supports AI chatbots and virtual agents. Ensure the knowledge base is well-organized, regularly updated, and contains relevant information.
• Training and Support: Provide training and support to people services agents on how to effectively use the people portal and access the knowledge base. Develop training materials and conduct workshops as needed.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure the effectiveness of knowledge management initiatives. Report on the progress and impact of knowledge management efforts.