Specialist Assistant Manager, Content Management
Do you like working with people associated with an organization that enables flow of knowledge and expertise to our client service professionals around the world? Then this might be the perfect opportunity for you. The Knowledge Services (KS) Content Services team works closely with global Deloitte practitioners to acquire and publish content to the global knowledge management portal. It includes project summaries, sales material, and client engagement deliverables, among other content. This content is intended to help Deloitte practitioners find relevant content just in time to win new projects and deliver quicker and quality deliverables to their clients.
Work you’ll do
The KX Quals & Clients Publishing Assistant Manager is responsible for the day-to-day operation of the content acquisition and publishing processes executed by the team. The role includes leading a team of Analysts and Senior Analysts for content management delivery. The KX Quals & Clients Publishing Assistant Manager closely collaborates with internal KS stakeholders and external stakeholders, like global and member firm knowledge managers for industry sectors and Deloitte businesses, focused on enabling flow of knowledge and expertise to our client service professionals around the globe.
Key Responsibilities
- Service Delivery, SLA & Operational Management
- Manage publishing service level expectations and conduct regular audits of current processes and quality.
- Understand service level expectations and enhance scope/depth of services provided
- Manage work allocation, SLA/TAT, stakeholder management, and project management.
- Manage relationships with global counterparts and program leads to understand expectations and align delivery.
- Serve as the point of escalation for aligned customers and stakeholders.
- Manage stakeholder and client expectations while balancing business process requirements.
- Guide the team to deliver excellent customer experience.
- Oversee and ensure team’s adherence to confidentiality standards and risk controls
- Quality, Metrics & Performance Management
- Perform quality audits of work completed by aligned team members.
- Capture and disseminate individual and team weekly metrics reports.
- Analyze team quality metrics and take accountability for implementing efficiencies.
- Develop and present operations scorecards and propose action plans.
- People Leadership, Coaching & Capability Building
- Recruit, mentor, and administratively manage teams, including performance assessments.
- Lead training sessions on process and evaluate the effectiveness of team onboarding and training materials; recommend improvements.
- Coach aligned team members to develop competencies and identify learning needs.
- Performance management of the aligned team members
- Process Improvement and Efficiency
- Solicit and establish new processes to manage ambiguity and streamline implementation.
- Identify process enhancement opportunities to improve efficiency and quality of deliverables.
- Initiate or lead collaboration efforts to develop synergies across Knowledge Services teams.
- Act as a trusted business advisor on content management practices to stakeholders.
- Identify, lead, and enable GenAI-driven efficiency opportunities across team processes and workflows.
The team
Content Services team helps Deloitte client service professionals find relevant content just in time to win new projects and deliver quicker and quality deliverables to their clients. Content Services does this by working closely with global Deloitte practitioners to acquire and publish content to the global knowledge management portal. It includes project summaries, sales material, and client engagement deliverables, among other content.
Learn more about Deloitte.
Qualifications
- Education:
- Bachelor’s Degree in English, Journalism, Humanities
- MBA
- Post Graduate in English, Mass Communication, Humanities, Library Sciences desired
- Years of Experience:
- Assistant Manager has about 5-8 years of experience
- Other: 6 years of content related professional experience, and adept at interacting with professionals across levels and across the globe; 2-3 years of professional services firm experience will be helpful.
- Proficiency in MS Office suite – Word, Excel, PowerPoint, Visio and Outlook; Advanced Excel skills are preferred
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Excellent writing, editing and verbal English communication skills
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Prior experience in managing content management operations
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Demonstrated experience of handling teams and excellent people management skills
- Experience providing mentorship, guidance and career development to team members
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Coached team members to deliver business SLAs and project outcomes under tight deadlines
- Ability to lead and execute multiple projects simultaneously
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Strong project management and time management skills
- Other Qualifications:
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Ability to quickly learn and use new processes and technology
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Ability to recommend and influence team strategy through use of effective communication
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Exposure to tools, systems, and data handling to help analyze trends and deliver insights to define goals and improve processes
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Experience working with global stakeholders and managing client expectations
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Ability to think strategically using strong analytical and creative problem-solving skills to foster knowledge sharing
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Ability to connect the dots and translate strategic priorities into executable action items
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Self-starting, intellectually curious and creative individual comfortable operating in a dynamic environment
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Ability to work directly with global, cross-functional teams to solve problem and develop solutions
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Positive attitude and presence, ability to interact with senior professionals and deal with conflict in a mature and professional manner
- Adapt communication style with ease when working with team members, clients, and stakeholders across different levels
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Experience leveraging Gen AI tools to enable efficiencies and streamlining opportunities
Location: Hyderabad/bengaluru
Work timing: 11 am to 8 pm
How you’ll grow
At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloitte’s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.
Benefits to help you thrive
At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.
