Human Resources Content Manager

Are you looking to join a global HR team and play a critical role in enhancing employee experience? Ameriprise Financial has an exciting new opportunity for a Human Resources Content Manager! This role will support our People Resource Center, which is responsible for providing centralized global HR services and resolving commonly asked HR questions.

You will be responsible for developing and publishing content within the ServiceNow HR knowledge base to empower the workforce to quickly and easily resolve their common questions and concerns. You will interact and facilitate discussions with our HR centers of excellence to support HR programs, processes, and policies and help streamline the way that the workforce interacts with HR. To drive continuous improvement, the HR Content Manager will work with HR teams to identify areas of opportunity to provide HR content to employees in the most optimal way.

Key Responsibilities:

• Develop user journeys and publish content that supports employees in answering questions and concerns throughout the employee life cycle. Content includes articles, quick reference guides, FAQs, and how-to-documents.
• Create engaging, understandable, and easily digestible HR content from the customer perspective, while reflecting Ameriprise values and deliver a positive end-user experience with HR, ensuring knowledge articles are concise, and time relevant for diverse and global audiences.
• Review and proofread submitted knowledge articles content owners to ensure accuracy, correct spelling, proper grammar, and overall completeness that align with our corporate brand standards.
• Work collaboratively with HR centers of excellence, corporate communications, and corporate technology to ensure content is being adequately surfaced and tagged for view by employees.
• Review metrics such as, existing HR knowledge content feedback, usefulness ratings, HR case data and article views and identify opportunities to improve.
• Manage and track HR content inventory to identify gaps and report progress on content build.
• Support HR centers of excellence with the refresh, and update of content as HR business processes change, HR systems are enhanced, and new third-party vendors are onboarded.
• Maintain and update content based on an established knowledge management governance process.
• Support projects which drive process improvements and ensure project-driven change, updates to process or procedures and communications are optimized. Use structured methodology to analyze downstream impacts to all project changes. Consult with business partners to drive optimal timing, process and communications.
• Pro-actively identify process improvement opportunities. Categorize process improvement opportunity and ensure alignment with Employee Experience strategy, content management objectives and documentation best practices.
• Conduct quality assurance review of other team members work in the Knowledge Management Tool. Use published standards, styles and guidelines. Provide coaching to team members and use trends to recommend and facilitate proactive training opportunities for the team.

Required Qualifications:

• BA/BS degree or equivalent work experience.
• 3-5 years relevant experience in communications and developing user facing content communicating HR programs, policies, and processes.
• High level of accountability.
• Strong written, verbal, and presentation skills.
• Ability to translate technical language into easy-to-understand language for non-HR users.
• Ability to interact with all levels of employees addressing difficult issues.
• Able to operate effectively and proactively with an employee centric mindset.
• Attention to detail and high work standards in support of seamless execution.
• Exhibits passion for customer solutions and employee experience.

Preferred Qualifications:

• ServiceNow Employee Center Pro Knowledge base management.
• Experience using metrics to make recommendations and translating into action.
• Previous experience working in an HR Service Center or as a HRBP, Payroll or Benefits function.

About Our Company

We're a diversified financial services leader with more than $1 trillion in assets under management and administration. Our team of 20,000 people in more than 20 countries advise, manage and protect the assets and income of more than 2 million individual, small business and institutional clients. We are a long-standing leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses - Ameriprise Financial Services, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, genetic information, age, sexual orientation, citizenship, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.

Full-Time/Part-Time

Full time

Exempt/Non-Exempt

Exempt

Job Family Group

Business Support & Operations

Line of Business

HR Human Resources