WE DO’s Enterprise Operations, Global Corporate Operations function provides a simplified, digitally enabled, world class transformational experience to our business partners with the highest integrity and quality. Through its Global Service Management team, it is responsible for supporting the Finance and HR organizations through third party vendor management, operational and continuous improvement initiatives, service levels and key performance metrics, service governance and knowledge programs across its support framework.

The Content, Case, and Knowledge Management Lead is responsible for developing, maintaining, and encouraging usage of Enterprise Ops knowledge base. The CCK lead will define the content/case/knowledge management strategy and lead content architecture. The role will focus on developing, auditing, and maintaining high quality content for WTW colleagues. This role will work closely with key stakeholders to maintain global consistency and align the content strategy with stakeholder’s vision. The role will have responsibility in the development of an effective knowledge base and a case management tool which will impact operational service delivery and all WTW colleagues.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

• Define the Content, Case and Knowledge management strategy for our Enterprise Ops and maintain high quality, up-to-date, and searchable content for audiences of varying skill levels and roles.
• Comfortably transition between big picture, strategic thinking and tactical, day-to-day planning and execution
• Promote collaboration and knowledge sharing through defining, supporting, and encouraging the use of knowledge to WTW colleagues.
• Monitor progress by leveraging analytics to assess the impact, engagement, functionality, and effectiveness of knowledge management strategy.
• Develop and run end to end Case/Content/Knowledge management processes which integrates case management tools and other content from internal and external sources.
• Work effectively across the organization with stakeholders, change management, service delivery teams, trainers, content owners, and subject matter experts to develop and support new and existing content, products, features, and services.
• Provide relevant coaching, training, and support to champion a knowledge management culture.
• Establish writing guidelines based on knowledge base best practices and develop the team to ensure they are achieving or exceeding.
• Ensure that knowledge technologies are up-to-date and working according to function.
• Plan and allocate sufficient resources to initiatives, providing priority based on changing functional needs, resource capacity, risk exposure and interdependencies.
• Establish a value-driven and consistent culture, globally – that is metrics driven, outcome focused, process based, and focused on service and continuous operational improvement.

The Requirements

• 8 years of experience in implementing Content, Case, and Knowledge management strategies with proven capabilities on programs/frameworks within a large global organization.
• Strong understand of GBS and Centralization strategies. Able to move from technology captures to AI and Automation.
• Ability to work in a fast-paced and knowledge-driven environment while juggling multiple priorities.
• Ability to manage and motivate team members to optimize team effectiveness, collaboration and to work in a continuous improvement environment.
• Strong analytical abilities and experience in executing innovative approaches.
• Experience in project management, service management, quality management or other continuous improvement initiatives – Lean Six Sigma and Design Thinking a plus
• Experience with working alongside and influencing stakeholders across different levels of seniority and successfully influencing outcomes.
• Excellent verbal and written communication skills, including the ability to comfortably engage with and build trust with remote teams and internal customers.
• Demonstrate a global, multicultural, and cross functional mind set.
• Possess strong change leadership and management skills to empower improvements drive change.
• Experience working in a shared services operations environment is a plus.
• Availability to travel as business requires.
• Advanced knowledge of various knowledge base and case management tools as well as Microsoft Office products and SharePoint.

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range] being offered for this role is $150,000.00-$200,000.00 USD. This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (Washington State only)
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans. If Level 38 or more senior role is in Washington State, you must add the retirement benefits paragraph to the job description. Please note: Producer Sales roles are not currently eligible for the WTW Pension Plan.

United States: EOE, including disability/vets

Rest of World: Equal Opportunity Employer