Knowledge Manager

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

We’re actively seeking a talented Knowledge Manager to join our Global People and Workplace Services (GPWS) team in one of our global hubs including Newport Beach, CA, Omaha, NE, Toronto, CAN, or London, UK; and may require occasional travel.

As part of our company strategy, we have introduced a new operating model designed to enhance collaboration, standardize processes, and scale operations across our divisions and functions. This model aims to deliver greater value to our customers by establishing a unified global operating framework. Critical to our success, we will be establishing a comprehensive tier zero strategy as the foundation for our service delivery model and enabling a company culture of self-sufficiency.  By making it easier to find information, execute transactions, and answer questions, Pacific Life employees will have more time to focus on helping Pacific Life win in the market.

To help us achieve our vision we are seeking an experienced Knowledge Manager to join our Global People and Workplace Services (GPWS) team. The Knowledge Manager will be tasked to develop a robust knowledge management strategy that encompasses employee-facing HR content as well as internal HR knowledge articles, desktop procedures, and process documentation.  You will partner closely with the HR Centers of Excellence and GPWS leaders to implement a content governance model and channel strategy.  You will establish KPIs that measure the utilization and quality of HR content and as a key lever for driving ownership and accountability.  The HR Knowledge Manager will oversee the development, implementation, and maintenance of the HR organization's knowledge management systems and processes. This role involves coordinating cross-functional teams to ensure that HR knowledge is captured, organized, and disseminated effectively, fostering a culture of continuous learning and improvement within the organization.

How you’ll help move us forward:

• Develop and Implement Knowledge Management Strategy (Employee-facing content): Develop a content governance model to support knowledge management strategy and objectives. This includes but is not limited to:
  • Accountability Framework: Identify content owners and formalize necessary roles and responsibilities to optimize content development and delivery.
  • Establish Standards: Establish content standards including taxonomy, structure, readability, tone, voice, clarity, and consistency for all content assets and mediums.
  • Develop Tools: Develop tools and templates to facilitate user-friendly content creation to minimize the cycle time to deploy, edit, and update content.
  • Lifecycle Management: Execute the knowledge management lifecycle, encompassing curation processes (e.g., collection, QA, posting, retirement, and escalations), maintenance, and drive usage.
  • Quality: Implement audit process and protocols to monitor, measure, and manage content accuracy, integrity, effectiveness, and disposition as required.
  • Establish Content Strategy: Establish strategy to meet employees where they are by delivering content through the channels where they operate (Company Intranet, Teams, Workday, etc.) to optimize visibility, findability, and consumption.
  • Communication and Reporting: Provide regular updates to content owners on the consumption and quality of their assets including recommendations for improvement.
  • Compliance: Partner with Legal and Compliance to ensure HR content and data is compliant with local regulatory requirements.

• Develop and Implement Knowledgebase Strategy (Internal operational content): Develop a comprehensive strategy to centralize and standardize HR operational content such as process documentation, desktop procedures, and knowledge articles into a central HR knowledgebase or preferred platform. This will include but is not limited to the following:
  • Knowledgebase/Content Management Platform: Recommend knowledgebase to centralize and store HR operational content from existing platforms (Workday Help, ServiceNow, SharePoint, OneNote, Teams, OneDrive, etc.).
  • Content Migration: Facilitate the migration of operational HR content from existing platforms into recommended repository.
  • Standardize: Assist content owners in standardizing and simplifying operational content as it is ported into a new knowledgebase/content management platform.
  • Content Governance: Establish schedule and structure to ensure regular reviews, updates, and disposition of operational content.
  • Data Privacy: Ensure operational content storage, delivery, and disposition is compliant with data privacy laws and local regulatory requirements.

• Global Policies: Partner with GPWS leader to establish governance model to centralize and standardize global policies for easier access and consumption.
• Service Delivery Optimization: Partner closely with Tier 1 (AskHR/People Ops) teams to analyze employee queries and identify opportunities to improve and amplify self-service content. 
• Data Analysis and Reporting: Track and analyze mobility trends, costs and program effectiveness. Prepare regular reports for senior management.

The experience you bring:

• Knowledge Management Expertise: Familiarity with KM principles, frameworks, best practices and tools. Ideally 10+ years’ experience in HR Knowledge Management program administration.
• Project Management: Ability to manage multiple HR knowledge management initiatives simultaneously.
• Technology Savvy: Experience with HRIS, knowledge management systems, and digital collaboration tools.
• Analytical Thinking: Ability to assess knowledge gaps, measure knowledge-sharing effectiveness, and propose solutions.
• Communication & Training: Strong written and verbal communication skills, with experience in developing training materials and facilitating workshops.
• Collaboration & Change Management: Skilled in engaging stakeholders, fostering adoption of knowledge management practices, and driving organizational change.
• Bachelor’s degree in Human Resources, Business Administration, or a related field; a master’s degree or relevant certification is preferred.
• Proven experience implementing Knowledge Management program son a global scale.

What makes you stand out:

• Certification in Project Management (PMP) or Knowledge Management (CKM) is a plus.

You can be who you are.

People come first here. We’re committed to a diverse, equitable and inclusive workforce. Learn more about how we create a welcoming work environment through Diversity, Equity, and Inclusion at www.pacificlife.com. What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife.

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Base Pay Range:

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

$148,230.00 - $181,170.00

Your Benefits Start Day 1  
 

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents

• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off

• Paid Parental Leave as well as an Adoption Assistance Program

• Competitive 401k savings plan with company match and an additional contribution regardless of participation

EEO Statement:

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.