Knowledge Manager (People Team) Talent Acquisition London

The Knowledge Manager is responsible for managing, developing, and optimising the knowledge assets within our People team. The role involves ensuring that operational HR knowledge is effectively captured, organised, and disseminated across teams to enhance productivity, efficiency, and decision making. This person will play a critical role in developing knowledge sharing practices, tools, and resources that enable consistent performance and continuous improvement.

Mission

To orchestrate the "Single Source of Truth" for all HR information and govern the self service ecosystem of content.

Key Skills & What You Will Be Doing

• Knowledge Governance & Oversight: Establish the standards for how HR information is captured, stored, retrieved and maintained. You act as the final gatekeeper for quality, consistency, and tone across the entire People ecosystem.
• Gap Analysis & Strategy: Proactively identify "blind spots" where employee documentation is missing or unclear. You collaborate with SMEs to ensure every common employee question has a verified, structured answer. You routinely review and update existing knowledge to ensure accuracy and relevance.
• Ecosystem Orchestration: Oversee the health of the self service platform, ensuring the Knowledge Graph is logical and AI models are consuming high quality, relevant data.
• Content Experience Design: Ensure information isn't just "available" but is "meaningful." You translate complex policy into employee centric language and ensure it is delivered through the most effective digital channels. You ensure consistency in content, language, and formatting across all knowledge materials.
• Policy & SOP Lifecycle Management: Design the end to end process for transforming departmental decisions into AI ready and readable answers, ensuring outdated information is instantly purged to maintain accuracy.
• Analytical Problem Solving: Investigating "knowledge failures" - such as when an AI gives a low confidence answer or an employee can't find information. You diagnose whether the problem is the content structure, the wording, or the policy itself, and resolve it to improve the system's intelligence.
• Implement feedback loops: to ensure continuous improvement of knowledge processes and resources, and track key metrics to measure the success and impact of knowledge management initiatives.
• AI Assisted Documentation: Specifically using AI tools to capture and draft SOPs and "tribal knowledge" that often sits outside of formal policy. You evaluate and implement new technologies or systems to improve knowledge sharing and access.
• Product Readiness: A new focus on ensuring all content meets a "Definition of Ready" before it is pushed to the live employee facing product (the AI bot/portal). This includes testing the "user experience" of the information itself.
• SME Collaboration: Partner with functional leads to ensure their specialised knowledge is codified and updated without requiring them to be experts in content management systems.

What you'll need

• 3+ years of experience in knowledge management, preferably in HR/Operations landscape (although functional alignment not essential)
• Strong experience with knowledge management systems, tools, and platforms (e.g., Preferably Confluence, ZenDesk or similar)
• Proven ability to work cross functionally and manage projects across different departments
• Excellent communication and interpersonal skills
• Strong organisational skills and attention to detail
• Analytical mindset with the ability to assess the effectiveness of knowledge sharing practices
• Ability to manage multiple tasks and deadlines in a fast paced environment