Lead Specialist – Knowledge Management

Company:

Mercer

Description:

What can you expect?

The goal of this role is to ensure our intranet sites, communities, digital content, and knowledge management operations are accurate, timely, well-governed, and aligned with standard best practices.

Knowledge managers facilitate the collection, storage, maintenance, and dissemination of one of the company’s most vital resources: its intellectual capital. They ensure that the right tools, systems, and processes are in place to improve information flow, curate content for knowledge repositories, and promote best practices in knowledge sharing.

This role goes beyond traditional content and KM operations. It will serve as a key strategic and execution partner supporting leadership, including Ankit Bafna, in driving high-priority initiatives across knowledge management, digital operations, and GenAI-related programs. The role requires a blend of strong project management, project coordination, operational rigor, stakeholder management, and technical capability to help translate strategic priorities into execution.

A successful Knowledge Management Specialist / Lead Specialist will bring the experience and judgment needed to handle complex operational and strategic work, coordinate cross-functional efforts, drive continuous improvement, and coach less experienced colleagues where needed.

You will be a key part of the foundation of our online KM delivery model while also acting as a trusted coordinator for strategic initiatives, innovation efforts, and cross-team execution.

What is in it for you?

• Medical insurance, Personal Accident insurance, and Group Term Life insurance
• Holidays (as per location)
• Hybrid working environment
• Shared transport (provided the address falls within the service zone)
• Career development opportunities and access to internal learning resources and skill development programs
• Opportunity to work in an international, energetic environment with a fast-paced, exciting, and collaborative culture
• Exposure to emerging technologies such as AI, GenAI, automation, and digital transformation initiatives

We will count on you to:

• Coordinate the collection, loading, organization, and access of knowledge management content and resources using established content management protocols and best practices.
• Ensure the integrity and quality of the knowledge management database by partnering with content owners, knowledge managers, and business stakeholders to maintain accurate, relevant, and well-structured content.
• Respond to requests for information and support professionals in leveraging research, data, online resources, networks, and communities for business and client work.
• Provide guidance to internal teams and stakeholders on technical and operational knowledge-sharing best practices, content standards, and digital collaboration approaches.
• Gather departmental metrics, usage data, and stakeholder feedback; prepare reports, summaries, and communications to support visibility into team performance and priorities.
• Evaluate knowledge management content against workflow standards, formatting requirements, metadata expectations, and governance principles to ensure a high degree of accuracy and consistency.
• Support onboarding and capability-building activities by helping new hires and stakeholders understand knowledge management systems, processes, tools, and best practices.
• Work on special projects and strategic priorities as directed by leadership to enhance knowledge management applications, digital operations, and team effectiveness.
• Prepare knowledge management activity, utilization, and performance reporting to support operational reviews and decision-making.
• Act as a key point of contact for internal teams, stakeholders, and communities by providing guidance, consultation, and problem-solving support in a fast-paced digital environment.
• Partner with specialty teams and cross-functional stakeholders to optimize content processes, improve user experience, and strengthen the supporting content management and digital infrastructure.
• Analyze user behavior, content performance, and adoption trends to generate insights and recommendations that support strategic decision-making, prioritization, and continuous improvement.
• Contribute as an active and collaborative member of an international and diverse team, building strong working relationships and sharing knowledge, ideas, and best practices across regions.
• Lead or coordinate specialized initiatives such as online surveys, forms, databases, workflow enhancements, and other digital content solutions that support business objectives and operational efficiency.
• Identify and implement process improvement opportunities to enhance content lifecycle management, publishing efficiency, governance, operational consistency, and end-user experience.
• Support change adoption and capability building by documenting processes, developing guidance materials, and helping teams use content platforms, collaboration tools, and digital solutions effectively.
• Manage multiple priorities with a high degree of ownership and accountability, ensuring deliverables are completed accurately, on time, and in line with stakeholder expectations.
• Support leadership in planning, tracking, and coordinating strategic initiatives, acting in a chief of staff–style capacity to help drive execution, follow-through, and visibility across priority workstreams.
• Drive project management and project coordination activities across multiple initiatives, including work planning, milestone tracking, stakeholder follow-ups, risk identification, status reporting, and meeting/action management.
• Partner with leadership and cross-functional teams to support the planning, execution, and adoption of GenAI-related initiatives, use cases, pilots, and operational improvements.
• Bring strong technical acumen to evaluate, support, and coordinate digital, data, and AI-enabled solutions, especially where knowledge management, content operations, and business process improvement intersect.
• Translate strategic direction into structured execution plans, ensuring alignment across stakeholders, teams, and timelines.
• Prepare leadership-ready updates, dashboards, briefing materials, and executive summaries to support decision-making and governance reviews.

What you need to have:

• 3-7 years of relevant professional experience in knowledge management, content operations, digital operations, project coordination, business operations, or a related field
• Strong spoken and written English, with the ability to communicate clearly and professionally with global stakeholders
• Proven experience in project management and project coordination across cross-functional and multi-stakeholder initiatives
• Experience supporting senior leaders, strategic programs, or chief of staff–type responsibilities in a fast-paced environment
• Strong technical orientation and comfort working with digital platforms, content systems, reporting tools, automation, and AI/GenAI-related initiatives
• Proficiency in Microsoft Office Suite and Microsoft 365 tools, especially Word, Excel, PowerPoint, Teams, and SharePoint
• Strong analytical and reporting skills, with the ability to track metrics, synthesize information, and present actionable insights
• Strong organizational skills with the ability to manage multiple tasks, stakeholders, deadlines, and priorities effectively
• High attention to detail, including content quality, formatting, documentation, and execution accuracy
• Ability to work independently with a strong sense of ownership, accountability, and follow-through

What makes you stand out:

• Strong project management capability, with demonstrated experience driving multidisciplinary initiatives across Marsh by liaising with multiple teams and stakeholders
• Experience supporting or driving GenAI, automation, digital transformation, or innovation-related initiatives
• Ability to operate as a strategic execution partner to leadership, balancing tactical delivery with broader business priorities
• Relevant experience in content management, digital content operations, knowledge management, web content administration, or related domains
• Strong stakeholder management and collaboration skills, with confidence working across functions, teams, seniority levels, and geographies
• Strong understanding of content governance, formatting standards, metadata, taxonomy, and digital publishing principles
• Excellent attention to detail, especially in reviewing content quality, consistency, user-facing presentation, and operational outputs
• Problem-solving mindset with the ability to identify inefficiencies and recommend practical improvements to processes, tools, and user experience
• Experience in preparing executive-level reports, dashboards, communications, and status updates for leadership review
• Ability to thrive in ambiguity, structure complex workstreams, and maintain momentum across multiple parallel initiatives
• Exposure to knowledge platforms, intranet environments, collaboration tools, workflow solutions, and data/AI-enabled systems

Working hours:

• 1:00pm-10:00pm India local time

Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer’s more than 20,000 employees are based in 43 countries and the firm operates in over 130 countries. Mercer is

a business of Marsh McLennan (NYSE: MMC), the world’s leading professional services firm in the areas of risk, strategy and people, with more than 85,000 colleagues and annual revenue of over $23 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit mercer.com. Follow Mercer on LinkedIn and X.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.