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Knowledge Management Operations- Manager

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Date: Apr 22, 2024

Location: Amman, JO

Company: PwC MiddleEast

Business Unit Description

Why PwC

Established in the region for over 40 years, PwC Middle East employs over 6,000 people across 12 countries: Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Qatar, Saudi Arabia, Palestine and the United Arab Emirates. Complementing our depth of industry expertise and breadth of skills is our sound knowledge of local business environments across the Middle East region. Our tailored solutions help our clients meet the challenges and opportunities of doing business in the Middle East market, and beyond.
 

Business Unit Description

MERC "Middle East Resourcing Center" Business Unit is the department responsible for supporting the operations for the Consulting Line of Service. The department focuses on multiple competencies such as Resourcing, Business Development, Talent Aqusition & Recruitment, Human Capital, Communications, and Central Finance. MERC Consulting team contributes in the achievements of the consulting line of service by providing the backend support required to delivere high end results to our clients.

Job Summary

This role will drive the planning, execution, and enhancement of Knowledge Management (KM) operations. Key responsibilities include managing the knowledge pipeline, collaborating with KM Champions, and ensuring robust reporting on key performance indicators (KPIs). The role also involves providing essential support in KM training, awareness initiatives, and the continual updating of KM operational processes/trackers. Candidates with a KM background within professional services are preferred.

 

Roles & Responsibilities

  • Respond to, track and report against Requests for Knowledge (RFK) received and ensure timely manager response along with the respective Knowledge Managers,BU, KM Champions and/or KM Network.

  • Manager our regular KM Champions meeting by setting agenda, facilitating the meeting, setting priorities, tracking progress and following up on KM application/compliance.

  • Manage and report on ou KM team weekly priorities  and ensure timely completing of tasks and projects. This includes following up with team members. 

  • Manager the on/off boarding processes for KM team members and ensure effective handovers.

  • Update and enhance KM operations processes and associated guidance to drive efficiency. 

  • Manage the knowledge pipeline activities (notification emails, follow-up, tacker, analytics)

  • Support KM activities, including KM Planning, Lessons Capture, Knowledge Assets Creation, knowledge Harvesting Interviews. 

Additional Roles & Responsibilities

  • Produce and distribute the monthly KM newsletter and maintain effective communication channels for continuous improvement feedback..

  • Prepare and deliver KM training and awareness sessions

  • Manage our document register and meeting log in a timely and effective manner and support in reviewing and updating user journeys for the Consulting Knowledge Hub (CKH) and other KM platforms.

  • Manage the support to users including responding to issues raised, feedback, access requests, etc. 

  • Track KPIs and report to senior stakeholders, ensuring accuracy and ongoing enhancement of our KM Dashboard.

  • Manage KM survey implementation, analyze results, and recommend corrective actions.

  • Contribute to the development of a reward and recognition framework to encourage individuals/teams to share knowledge

Skills and Competencies

  • Proven experience in KM operations.

  • Proficiency with digital and analytical tools such as PowerBI, Alteryx, and Google Script.

  • Strong ability to create impactful presentations with coherent storylines.

  • Effective interpersonal skills for working confidently within our Firm, including with senior stakeholders.

  • Creative and self-motivated with excellent problem-solving skills (i.e. thinking outside the box).

Educational Qualifications & Certifications

 

  • Bachelor’s degree required; a Master’s degree or KM certification is a plus.

  • At least 5 years of KM experience, preferably in operations.

  • Minimum of 2 years in a professional services environment.

  • Bilingual proficiency in English and Arabic is preferred.