Associate Director - Knowledge Management

Company:

Mercer

Description:

The goal of the Knowledge Specialist (KS) is to curate Mercer’s leading-edge intellectual capital for assigned knowledge domains (practice, industry, client issue, etc.), working cross-practice and cross-business to deliver the whole firm. You foster a culture of knowledge sharing with our busy colleagues so it is not an afterthought, but part of how work is done for greater productivity and results for the firm.

You are the face of the KM team with practice colleagues and content owners (research leaders, solution teams, thought leaders, etc.). You take a platform-agnostic view on content destinations, using the ‘source of truth’ philosophy, to ensure content can flow to various platforms: Mercer Link, Colleague Connect, LenAI’s crawl, MPower, Slide Seeker, practice-specific toolkits and so on. You help stakeholders see the full picture of where their content appears and its full value. You use data and analytics for content insights and decision making when partnering with content owners. While you focus on content and sparking dynamic community engagement with colleagues, you rely on other KM team members to optimize KM best practices, including: improving search functionality, Mercer Link site and page designs, content management, social collaboration/ communities, data reporting & analytics, AI business cases/solutions, machine learning, etc..You partner with KM Leaders to ensure you share feedback from colleagues with the KM team and to platform owners, you coach Knowledge Coordinators (KCs) on day-to-day operations of Mercer Link tasks, and you are a de facto “digital workplace coach” helping colleagues adapt to an ever-changing modern digital workplace with a range of knowledge tools. You willingly volunteer for KM-related special projects that keep KM on the front foot of its maturity (content, process, technology, change management, culture, etc.).

A day in your life has you:

• Domain knowledge: Keeping current with the latest news and information on assigned subject areas (practice, client issue, industry). Seeking out ways to delve into the content and trends for solutions, services, products, research, etc.

• Content curation: Reviewing content to confirm source of truth accuracy, including health/freshness, proper tagging, titles, short descriptions to ensure content findability throughout the intranet and other destinations through APIs.

• Task management oversight: Delegating, partnering, and coordinating with the KM Hub to execute content management and Mercer Link task in support of practice and business operations.

• Best practices advisory: Embedding KM best practices into normal business activities and processes to improve efficiency and standardization.

• Tools adoption: Educating on the appropriate tools for content owners to share content and information quickly and easily (such as the Mercer Link request form and Viva Engage communities).

• Analytics & Insights: Analyzing prepared data/metrics reports and producing insights to drive content curation for a domain of knowledge following current and emerging best practices, with the aid of existing tools (i.e., PowerBI reports).

• Stakeholder needs’ identification: Contributing to needs studies by helping conduct interviews with key stakeholders and understanding their requirements in order to drive future changes. Understanding and interpreting business needs and priorities and partnering with Innovators, KM Hub and/or other KSs to turn them into solutions/processes that adhere to KM best practices.

• Relationships management: Establishing and strengthening relationships with leaders, teams, and stakeholders (for example, subject matter experts, thought leaders, segment leaders, research directors, etc.) needed to advance KM and business priorities.

• Cross-functional coordination: Coordinating with other core operational functions including Marketing, Internal Communications and Learning to ensure digital activation KM plans are executed and knowledge is flowing so colleagues, and ultimately clients, benefit.

• KM effectiveness: Contributing to activities that improve the effectiveness of knowledge sharing, engagement, and collaboration inside and outside the organization. Identify process efficiencies (automation, AI solutions, data solutions, etc.).

• Project management: Serving as a project manager on specific KM projects to ensure tasks are completed and projects are delivered on time and with high quality results.

• Area Lead: Assuming the role of Area Lead for a knowledge process or activity. Responsible for establishing best practices, expected behaviors, consistent delivery, reporting, etc. (Examples: BBE Client Issues, Mercer Industries, etc.)

• Transformation support: Leading KM activities during a time of internal change. E.g., practice re-structure, solution re-alignment, etc.

• M&A support: Participating on “books and records” or related M&A workstreams for content and community integrations.

• Mentoring: Serve as a mentor and coach to junior staff.

For a more advanced career path, you will also:

• Change management: Leading change management that improves desired behavior and effectiveness of knowledge sharing, engagement, and collaboration within the organization.

• Innovation: Identifying innovative processes that drive change, efficiency, productivity for knowledge sharing.

• Complex engagements: Driving more complex stakeholder engagement at a senior management level and assume more complex project management/leadership responsibilities.

• KM projects: Managing special projects at the request of KM leadership, oftentimes outside one’s assigned domain of knowledge and with more senior stakeholders.(Example: MMC KM Pilots)

To fill this role, you exhibit these skills and capabilities:

• Excellent oral and written communication skills (English).

• Digitally-savvy, forward-thinking, curious about the future of work for KM, particularly in using AI/generative AI solutions, 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 KM and firm-wide collaboration.

• Ability to work in a fast-moving, ever-changing environment while managing multiple projects and demanding stakeholders.

• Ability to work independently and on a virtual, global team.

• Proficient in Microsoft Suite.

• Experience in working with content management/collaboration systems a plus such as SharePoint and Office 365.

• KM experience.

• Knowledge of Mercer.

• Knowledge of (or willingness to learn) the knowledge domains you are responsible for (practice, client issue, industry).

You will work with:

• KM teammates

• Practice leadership teams(leaders, chiefs of staff, program managers)

• Practice solution leaders and subject matter experts (SME)

• Intellectual Capital / Research leadership team

• Colleagues within Practices (consultants, analysts, administrative assistants)

• Industry leaders

• Client issue leaders (BBE program)

• Commercial leaders & Sales leaders

• Functional partners: Commercial, Marketing, Sales, Learning, Internal Communications, Operations, etc.

• Platform owners: Digital Workplace Team (DWT)/Colleague Connect Team, Slide Seeker team, Belong team, Mercer Insights Community (MIC), etc.

• When needed, peers/contacts across MMC

When needed (and likely with a KM Innovator), AI and Data & Insights leaders

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.