Pearson C2-Senior HR Operations Analyst in Makati City, Philippines

C2-Senior HR Operations Analyst


Role overview & Purpose

The HR SSC Knowledge Management Senior Advisor will be responsible for capturing, organising, and sharing HR knowledge across Pearson. The position will focus on the full knowledge management lifecycle, from ‘Create’ through to ‘Publishing’ content on the employee HR Portal, working across the business with relevant content owners to make this happen.

A key objective will be to work as part of a wider team to improve knowledge management best practice and to support the development and implementation of the Knowledge management strategy for the HR portal.

The role will also lead on the internal HR Shared Service Centre knowledge base, aimed to enhancing the competence and performance of the HR Shared Service employees through ensuring their access to up to date and accurate documentation.

The role will report to the HR Operations Global Knowledge Manager.

Key Deliverables

  • Responsible for the governance and maintenance of knowledge assets including FAQs, How-To Guides, scripts, policies, desk level procedures, based upon global process guidesResponsible for the provision of expertise and guidance on knowledge creation, e.g. ‘look and feel’ / tone of voice to content owners and review outputs to ensure quality

  • Responsible for the creation and maintenance of a clear, consistent and unambiguous knowledge management repository to minimise the need for the HR Shared Service Centres / employees / managers to escalate queries due to unclear knowledge management content

  • Responsible for ensuring knowledge updates are communicated to the SSCs and relevant impacted parties across Pearson

  • Responsible for building and maintaining relationships with key business stakeholders

  • Work with the global knowledge manager and Knowledge management team to improve the HR operations information architecture include the HR operation taxonomy to improve search and discovery for end users

  • Key member of the quality and assurance process testing system developments and enhancements

  • Support and facilitate knowledge and information sharing across both the team and the wider organisation

  • Support the continual review and improvement of knowledge management process and policies

  • Actively Supports the development of new tools and innovational thinking to improve the creation, publishing and maintenance of Knowledge assets and knowledge management processes and knowledge sharing within the Pearson’s

  • Responsible for the co-ordination of knowledge management on-boarding and training of new HR SSC employees; partner with relevant Centres of Expertise (CoE) to deliver this

  • Responsible for the analysis of content usage and provide metrics to content owners/SME’s (e.g. pulling reports in ServiceNow to highlight frequent search results in the HR Portal), to help drive continuous improvement

Workstream/Line Management responsibilities

  • Partner with Tier 2 team leads on creation of these knowledge assets and any additionally required local HR Operations content

  • Train SSC team to effectively use knowledge management tools (ServiceNow, resources and best practices; provide support for knowledge users, support could include: one-on-one training, facilitating training workshops etc.

  • Collaborate with the Global Knowledge manager and the Knowledge management team to develop and maintain the Knowledge/Content/Solution strategy.

  • Taking ownership of issues and problems and seeing them through to resolution

  • Work with the content owners/SME’s to ensure that knowledge assets are up-to-date, including portal content; serve as point of contact for each HR Services functional area for knowledge or training content refresh needs (e.g. process changes)


Essential Skills /Experience

  • Education – Bachelor Degree

  • Minimum years of working experience – 3 yearsMust demonstrate experience of working with knowledge tools to support complex business processes and in the implementation of knowledge management strategy and best practiceExperience across core HR functions (e.g. Compensation, Benefits, Performance Management, etc.) with specific experience in the creation of HR work instructions, process guides and other templates/procedures/forms

  • Understanding of the operations of an international HR shared service centre environment

  • Finding Knowledge, strong Search and discovery and research skills, must be adept at assessing large amounts knowledge and information and using these assets to make informed business decisions

  • A track record of maintaining relationships with an different stakeholder groups in different countriesExcellent organisational skills and an eye for detailExperience with the application of Taxonomies and controlled vocabularies to knowledge assets to improve search and discovery

  • Demonstrates the ability to effectively assess and resolve complex issues and problems, Must be able to learn through experience

  • Proven ability to work within tight timelines

Primary Location: PH-PH-Makati City

Work Locations: PH-Manila-Makati-Trident Tower 27th Floor Trident Tower Makati City 1227

Job: Human Resources

Organization: Human Resources

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Apr 12, 2017