About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Department: Knowledge Management (KM)

Job role:  Content Lead  

Summary:

We are seeking a highly experienced and motivated Content Lead to oversee and guide our content creation efforts on process documentation and knowledge base development. As a Content Lead you will be responsible for our client’s voice and meet business objectives. You will play a key role in developing content strategies, coordinating content projects, and maintaining consistency across various digital platforms.
 

Responsibilities:

Content Leadership:

• Collaborate with stakeholders to gather, analyze, and document their existing processes.
• Develop and maintain a comprehensive knowledge base, ensuring accuracy, clarity, and user-friendliness.
• Implement and manage a content management system (CMS) to organize and categorize knowledge base content.
• Create and maintain various knowledge base materials, such as standard operating procedures (SOPs), FAQs, and job aids.
• Standardize content style and ensure adherence to brand guidelines.
• Collaborate with the KM team to ensure best practices are followed in knowledge base development and management.
• Collaborate with cross-functional teams to align on content initiatives and overall business goals.
• Stay up to date on industry trends and best practices in knowledge management.

Client Advisory & Engagement:

• Act as a trusted advisor to clients on knowledge management strategies and practices.
• Offer insights and recommendations for improving KM processes.
• Build strong relationships with clients to drive adoption of best practices.

• Serve as the primary point of contact for client engagements related to process documentation and knowledge management.
• Conduct regular meetings and presentations with clients to discuss project progress, findings, and recommendations.
• Collaborate with cross-functional teams to deliver high-quality solutions that meet client needs and expectations.

Strategic Planning:
 

• Team management capabilities and handling client facing calls, work on business review and create slides for business review.
• Contribute to the development of strategic plans and initiatives related to knowledge management and process improvement.
• Participate in strategic discussions and decision-making processes to align KM efforts with organizational goals and objectives.

Content Creation and Quality Assurance:

• Create and maintain content style guides for projects, ensuring consistency and meeting client expectations.
• Standardize content style and ensure adherence to brand guidelines for all content.
• Monitor and analyze content performance using analytics tools, providing insights and recommendations for improvement.
• Conduct calibration exercises within the team to ensure SOPs are followed and a standardized writing style is maintained.
• Collaborate with the client to fine-tune expectations and writing styles, if needed.
• Create and maintain thorough reports for relevant stakeholders (Proficiency with tools like Excel, PowerPoint, MS Word, Google Sheets, Google docs etc.)

Qualifications:

• Bachelor’s degree in any stream or related field.
• C1 proficiency mandatory.
• Bachelor’s/Master’s degree in English literature and journalism would be an added advantage.
• At least 3-4 years of experience in content creation and/or content management.
• Excellent writing, editing, and proofreading skills with a keen eye for detail.
• Proficiency in using content management systems (CMS) based software.
• Well versed in the nuances of UK/US English and style guides (e.g., Chicago Manual of Style, AP Style).
• Experience with MS Excel for data-driven decision-making and using analytics tools to measure content performance.
• Excellent interpersonal and communication skills, with the ability to collaborate effectively with both internal and external stakeholders.
• Strong analytical and problem-solving skills, with the ability to identify opportunities for improvement and implement effective solutions.
• Proven track record of successfully managing client relationships and delivering high-quality advisory services.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple projects simultaneously.