We are seeking a dynamic and detail-oriented Content Manager to join our GHR Service Center team. This role will be responsible for managing and optimizing employee-facing and support-facing content, ensuring it aligns with GHR objectives, content standards and governance policies.
The ideal candidate will have a strong background in content administration, creative writing, platform management, and stakeholder collaboration. You will play a key role in building and supporting content expansion in HR, managing BAU (Business as Usual) activities, and leveraging/managing AI tools/applications to enhance content delivery and Employee experience.
Content Administration & Governance
- Develop and maintain content standards, guidelines, and governance frameworks to ensure consistency and compliance across all HR content.
- Manage the document lifecycle, including creation, review, approval, publishing, archiving and retirement of content.
- Ensuring all content meets State Street’s legal, regulatory, organizational standards, particularly in a highly regulated financial services environment.
Writing & Content Development
- Create, edit and optimize employee-facing and support-facing content, including FAQs, knowledge base articles, documents, newsletters, chatbot scripts and HR communications.
- Collaborate with stakeholders to translate complex HR policies, benefits and processes into clear, engaging and user-friendly content for global audience.
- Support content expansion initiatives by identifying gaps and opportunities for new content creation particularly in areas like pay, time, benefits, talent, learning, and supporting all State Street center of excellence owned/managed content.
- Platform Management & AI Tools
- Manage and optimize content platforms including HR portals, knowledge bases, and chatbots ensuring a seamless experience for employees and HR support teams
- Oversee the implementation and maintenance of AI tools content management, ensuring they are leveraged effectively to improve content delivery and user experience.
- Monitor and maintain chatbot functionality, including content updates, performance tracking, and integration of user feedback.
Stakeholder Collaboration & Vendor Management
- Work closely with HR stakeholders across State Street’s Global operations to understand content needs and deliver solutions that align with HR strategies.
- Manage relationships with external vendors, ensuring high-quality content delivery and adherence to SLAs.
- Act as a liaison between GHR service center and other departments (HR, IT, Privacy, Risk, Communications, etc.,) to ensure seamless integration and alignment.
- BAU & Reporting
- Manage BAU activities related to content creation, publishing, maintenance, ensuring timely and accurate delivery of HR content
- Monitor content performance and user feedback, generate regular reports to inform content improvements and demonstrate ROI[WTL1] [GP2] (Return on Investment)
- Implement feedback loops to continuously enhance content quality, relevance and user satisfaction.
Content Publishing & Maintenance
- Oversee the publishing process, ensuring content is delivered on time and meets State Street’s quality and compliance standards.
- Conduct regular content audits to ensure accuracy, relevance and alignment with HR objectives and global policies.
- Manage content updates and revisions to HR policy changes, user feedback and organizational needs.
Qualifications
- Bachelor’s degree in Communications, Journalism, Human resources or related fields.
- 7+ years of experience in content management, preferably within HR or employee or customer facing environment.
- 5+ years in HR content management and content writing
- Strong writing, editing, and proof reading skills, with the ability create clear and engaging content for global audience
- Experience managing content platforms, including knowledge bases, HR portals and chatbot.
- Familiarity with AI tools and their application in content management
- Strong project management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment
- Excellent stakeholder management and collaboration skills, with experience working in global or multi-regional organization.
- Knowledge of content governance, document management lifecycle, and content standards
- Proficiency in content management systems (CMS), Microsoft office Suite, and collaboration tools(e.g. Sharepoint, Trello, etc)
- Outstanding written English Skills
- Excellent communication, organization and time management skills
- Strong skills in creating original content that targets a specific audience and meets company objective
- Strong attention to detail and consistency
- Prepared to work on multiple projects simultaneously
- Comfortable working with colleagues from diverse backgrounds
Preferred Skills:
- Experience working in a global environment
- Familiarity with HR policies, processes and requirements
- Verifiable experience with MS office 365, SharePoint, Adobe Creative Suite
- Knowledge of HTML and online publishing Agile in an evolving and demanding environment
- Network with our stakeholders to strengthen working relationships and encourage collaboration
- Experienced managing a large, global repository
- Knowledge of chatbot management and optimization
- Understanding of UX principles and their application to content design
- Proactive, critical thinker who is able to provide content solutions to the SME whilst aligning to polices, governance and risk excellence at the forefront
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