Knowledge Manager, HR Operations

Job Posting Organization:
The European Bank for Reconstruction and Development (EBRD) is an international financial institution founded in 199

• Its mission is to promote the transition to open market-oriented economies and to promote private and entrepreneurial initiative in countries from Central Europe to Central Asia and the Southern and Eastern Mediterranean. The EBRD operates in over 30 countries and employs a diverse workforce of approximately 2,000 employees. The organization is committed to fostering sustainable development and improving the quality of life in the regions it serves, emphasizing the importance of inclusivity and diversity in its operations.

Job Overview:
The Knowledge Manager, HR Operations plays a crucial role in managing the AskHR knowledge base, ensuring that employees, alumni, and external parties have access to accurate HR information and advice. This position serves as the first point of contact for employee queries and is responsible for maintaining the knowledge base, ensuring it is user-friendly and up-to-date. The role involves designing and implementing change interventions to enhance the efficiency of HR operations, integrating new technologies into the helpdesk function, and driving service improvements based on data analysis. The Knowledge Manager must focus on customer experience throughout the employee lifecycle, aiming to achieve positive change and improvement outcomes.

Duties and Responsibilities:
The Knowledge Manager will be responsible for several key areas:

• **Tier 0 (Self-service) Query Resolution**: Ensure the AskHR platform is the preferred channel for resolving basic HR questions, maintaining the relevance of Knowledge Based Articles (KBAs), and providing feedback to Resolver Groups.
• **Tier 1 (Basic queries)**: Encourage users to raise tickets for queries that cannot be resolved through self-service, providing clear and accurate responses, and triaging queries as necessary.
• **Tier 2 (Complex queries)**: Coordinate the resolution of complex queries, ensuring a seamless user experience and collaborating with Centers of Excellence (CoEs) to enhance service quality.
• **Root Cause Resolution**: Analyze data to identify the root causes of queries and work with relevant teams to implement solutions.
• **Continuous Improvement**: Provide insights to improve HR policies and services, proactively identifying opportunities to engage with staff and enhance the user experience.
• **Data and Analytics**: Create and present quarterly reports, collaborating with the Communications Department to analyze the effectiveness of communication campaigns.
• **Knowledge Management**: Regularly update and manage knowledge articles, ensuring they remain relevant and useful for users.
• **Project Involvement**: Participate in various projects, providing expertise on change management and optimizing the ServiceNow platform.

Required Qualifications:
Candidates must demonstrate experience in HR Operations or customer service roles, preferably with a background in help desk management or resolver groups. Familiarity with generative AI, chatbots, and Natural Language Processing is preferred. A solid understanding of HR policies and cyclical activities is essential, along with strong organizational skills and the ability to prioritize tasks effectively. Candidates should possess excellent report writing and analytical skills, as well as the ability to communicate sensitively and empathetically. Experience in a multi-national environment is advantageous, and candidates should demonstrate resilience and discretion in sensitive situations.

Educational Background:
A degree in a relevant discipline is preferred, although equivalent experience may be considered. Candidates should have a good understanding of HR policies and guidelines, as well as experience operating HR systems, particularly ServiceNow.

Experience:
Candidates should have a proven track record in HR-related roles, with experience in solving HR process problems and a keen attention to detail. Experience in data analysis and the ability to communicate insights effectively are crucial for this position. The role requires a proactive approach to problem-solving and the ability to engage with various stakeholders across teams.

Languages:
Fluency in English is mandatory, and proficiency in additional languages is considered a plus, particularly for candidates working in a diverse, international environment.

Additional Notes:
This position is a short-term contract lasting 18 months. The EBRD promotes a flexible working environment, expecting employees to work in the office 50% of the time. The organization values diversity and encourages applications from all qualified candidates, regardless of their background. Due to the high volume of applications, detailed feedback will not be provided to candidates who are not shortlisted.