HR Knowledge Management Lead

Country:

India

Location:

Building No 12D, Floor 5, Raheja Mindspace, Cyberabad, Madhapur, Hyderabad - 500081, Telangana, India

Role: HR Knowledge Management Lead

Location: Hyderabad

Full/ Part-time: Full Time

Build a career with confidence

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

About the role

We are seeking a dynamic and experienced Regional HR Knowledge Lead to join our fast-paced Human Resources function serving over 6,500 employees and managers across the South Asia region. In this role, and as a member of our global HR Knowledge Management (KM) team, you will drive the KM culture for South Asia, leading and influencing key stakeholders across the HR function to deliver a best-in-class search and self-solve experience for our internal customers. We are looking for an individual who thrives in a customer-centric, forward-looking environment and is passionate about KM, skilled in creating user-friendly search experiences, and with strong technical expertise. The ideal candidate will be energized by leveraging technology to educate and enable self-service solutions, always with employee experience in mind, ultimately contributing to the efficiency of HR Services delivery.

Role Description

KM Excellence

• Lead the management and continuous improvement of HR KM in South Asia to provide employees, managers, and HR with easy, direct access to HR knowledge.
• Champion adoption of a Knowledge-Centered Service culture in the Region and share best practices across HR to enhance knowledge creation and sharing.
• Develop and enforce content governance across HR knowledge repositories (ServiceNow and SharePoint), ensuring information is accurate, current, and easily accessible
• Collaborate with global and regional HR teams to align KM practices.
• Innovate and utilize AI in content creation, leveraging the latest available technologies.
• Support organizational efficiency goals by reducing time spent on HR queries through enhanced KM tools.

Self-Solve Experience

• Drive self-solve utilization for South Asia to deliver measurable increase in HR Direct Access.
• Lead and support initiatives, to deliver measurable improvements to the employee self-service experience across KM platforms and collaboration tools (e.g. Microsoft Teams)
• Lead the HR community to create HR content that is relevant, accurate and easy to understand, providing practical guidance and oversight to increase self-solve success.
• Identify and close gaps in HR knowledge content, identifying highest-volume, highest-impact opportunities to drive measurable increase in search effectiveness, and reduction in general queries to HR Shared Services.
• Collaborate with Digital technology function to optimize intelligent search algorithms on ServiceNow
• Manage regional and support global implementation of KM AI-driven solutions, e.g., AI-driven chatbots, predictive analytics to streamline query resolution.

Monitoring and Improvement

• Utilize advanced analytics to monitor usage and self-solve effectiveness.
• Recommend and execute strategies for continuous improvement based on data.
• Measure the impact of KM initiatives on employee experience satisfaction and operational efficiency.

KM Training and Comms

• Develop innovative communications campaigns and materials to promote and increase HR self-solve adoption.
• Deliver training to HR content creators on KM processes and standards.
• Design and deliver training programs on KM related-AI tools, KM processes and platforms for HR teams and employees

Innovation & Collaboration

• Act as the voice of South Asia in global KM forums to ensure regional nuances are accounted for in global strategies.
• Stay ahead of industry trends, identifying and recommending best practices and cutting-edge technologies in KM and self-solve.
• Lead regular knowledge-sharing sessions with HR leaders to align on regional KM priorities.
• Partner with HR leaders, Digital Technology, and other stakeholders as required to align initiatives with organizational goals.

Skills and experience:

• A minimum of 7 years of relevant experience (e.g., HR, knowledge management, content creation, L&D), or a comparable combination of education and professional background.
• Exceptional English communication skills, with the ability to simplify complex concepts.
• Skilled in using ServiceNow or similar KM platforms to create multilingual, role-specific content and maintain quality standards.
• Strong organizational and project management abilities, consistently delivering results.
• Keen attention to detail, ensuring high-quality, accurate materials.
• Comfortable in ambiguous settings, proactively driving initiatives with minimal supervision.
• Experienced in change management, including impact analysis and developing communication strategies.
• Collaborative, adept at partnering with diverse HR teams and stakeholders at all levels of the organization.

Benefits

We are committed to offering competitive benefits programs for all of our employees and enhancing our programs when necessary.

• Have peace of mind and body with our health insurance
• Drive forward your career through professional development opportunities
• Achieve your personal goals with our Employee Assistance Programme

Our commitment to you

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.

Join us and make a difference.

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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