HRBS Content Management Specialist

HRBS Content Management Specialist Nestlé Business Services AOA, Inc. Location: Meycauayan, Bulacan, PH Employment Type: Full‑time Reports to: HR BS Operations Lead Job Purpose The Content Management Specialist ensures HR content is accurate, clear, and accessible across Nestlé’s digital employee platforms. This role adapts and localizes materials for diverse markets, making complex information easy to understand and supporting positive employee experience. Additionally, the specialist manages stakeholder relationships and oversees project management to ensure timely and effective delivery of content initiatives. Key Responsibilities Content development, design, and maintenance of knowledge base contents (Articles, FAQ, Procedures, Policies, L5s). Test employee centricity of articles by executing employee journeys to learn how easy the content makes tasks. Design and develop communication kits and disseminate via Banner Content, email blast, or other identified channels. Ensure consistency in tone, structure, and branding across all content assets. Convert complex HR processes and policies into simple, employee‑friendly formats. Translate knowledge base contents into relevant local languages. Adapt existing global HR content to meet cultural, linguistic, and regulatory requirements. Work closely with the IBS HR BS Team for content improvements. Drive regular feedback loops with Market partners. Adjust content per employee feedback and improve employee experience. Collaborate with Employee Digital Service Experience (ESDE) or Global IT HR teams for platform improvements and integration. Manage the full lifecycle of content: creation, review, approval, publication, and retirement, while ensuring NIVA readiness. Coordinate multilingual translations and localization based on geography. Structure content for digital channels ( é, NIVA chatbot, mobile apps). Support chatbot training by tagging and formatting content for conversational AI tools. Identify opportunities to improve content creation and localization using new technologies. Identify knowledge gaps based on reporting, dashboard results, AskHR cases, and propose new content to reduce AskHR case volumes. Facilitate capability building on Content Management to the market and/or Contact Center team. Create content‑related training materials and/or enhance existing ones. Actively participate in training and learning opportunities to expand knowledge of Content Management. Monitor content performance using analytics (search logs, click rates, feedback scores). Share reports with stakeholders. Participate in monthly operations reviews to present é and AskHR footprints. Tools & Technologies ServiceNow (Content Management System) é portal MS Outlook for email and scheduling SharePoint for document management Adobe Pro for PDF creation/editing NesGPT and CoPilot for writing, refining, and summarizing content NesLingo, NesGPT or CoPilot for translations of KB articles Canva for design and collaboration Snagit for capturing images and videos Key Success Measures (KPIs) Increase in self‑service portal usage/adoption Reduction in AskHR inquiries (case deflection rate) SLA compliance for content creation and updates Content engagement score (clicks, time on page, satisfaction ratings) User feedback results Required Skills & Qualifications Education & Key Experiences Bachelor’s degree in Communications, Information Design, or related field At least 2 years of experience in knowledge/content management or employee communications Experience managing multiple content projects simultaneously, coordinating with stakeholders, and meeting deadlines Foundational understanding of the employee lifecycle and hire‑to‑retire processes Experience in Shared Services or Global Business Services environment is an advantage Proven ability to work and multitask under pressure and respond quickly to changing situations Skills Technical Skills Excellent creativity, writing, editing, and communication skills Understanding of HR processes (payroll, benefits, leave, timekeeping) is an advantage Knowledge of UX principles and content accessibility standards Ability to organize, oversee, and deliver projects Ability to identify and engage with stakeholders, ensuring effective communication and collaboration Ability to examine data, identify patterns, and draw insights Soft Skills Strong attention to detail and ability to prioritize urgent tasks Ability to work cross‑functionally in a matrixed environment Excellent comprehension and interpersonal communication skills Strong time management and multi‑tasking skills High degree of accuracy in executing work Illustrate strong service orientation and exceptional commitment to deliver quality service Capable of working well independently and in a team environment Illustrate critical decision‑making skills Creative problem‑solving skills Personal Qualities Teamwork and harmony with others Initiative, analytical thinking, and problem‑solving capacity Professionalism, patience, and efficiency in handling end‑user issues and complaints Strong emotional quotient and social intelligence Commitment, adaptability, and accountability Aptitude for learning and understanding even under pressure #J-18808-Ljbffr