Service Knowledge Management Lead

Location Designation: Hybrid - 3 days per week 

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most. Here, you'll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.

This role is primarily hybrid. Remote candidates within the U.S. may be considered based on experience and alignment with team needs.

Role Overview:

We are seeking a dynamic and visionary leader to serve as the Service Knowledge Management (Business Process Manager) Lead. This role is responsible for driving the next phase of Knowledge Management (KM) for New York Life’s Service organization. The ideal candidate will blend strategic vision with hands-on authorship and cross-functional collaboration, working on initiatives that shape how knowledge is created, managed, and scaled across the Service business domains.

What You'll Do:
• Collaborate on the evolution of the Service Knowledge Management strategy with a focus on quality, scalability, and accessibility.
• Champion the integration of AI capabilities into KM workflows to enhance findability, authoring efficiency, and user experience.
• Represent Service in GBS KM forums, influencing enterprise-wide standards and advocating for Service domain needs.
• Identify cross-functional opportunities to align knowledge with new technologies and emerging business needs.
• Author, revise, and maintain critical process documentation (e.g., SOPs, job aids, process flows) across Service domains such as Client Service, Revenue Management, and Implementation.
• Manage the end-to-end documentation lifecycle including SME engagement, draft development, leader sign-off, and publishing.
• Ensure documentation supports system implementations (e.g., Salesforce, Workflow+, FileNet) and adheres to KM governance.
• Partner with business leaders and SMEs to translate domain-specific knowledge into clear, usable artifacts.
• Collaborate with the Training & Development team to align process documentation with learning materials and support consistent practices.
• Participate in onboarding and upskilling strategy discussions to ensure documentation supports performance goals.
• Adhere to SharePoint and KM template governance and align with GBS standards.
• Facilitate meetings with higher level employees to explain identified opportunities and gain buy-in
• Support governance practices, compliance reviews, and quality assurance audits.
• Mentor BPM team associates and facilitate workshops to uncover knowledge needs and drive continuous improvement.
• Contribute to the BPM team’s strategic roadmap and tactical planning.
• Monitor current environment and identify opportunities to align knowledge with new technologies/emerging business needs

What You'll Bring: 
• Bachelor’s Degree in Technical Writing, English, Education, Adult Learning Theory or related field preferred or equivalent work experience.
• 5+ years of organizational knowledge management or applicable experience
• Recognized professional KM certification preferred.

Skills and Experience
• Extensive experience in Business Process Management, Knowledge Management, or Service Enablement within large-scale, matrixed organizations.
• Skilled in integrating emerging technologies, particularly AI and automation tools, into knowledge and service workflows.
• Familiarity with enterprise search tools and functionality, with a working knowledge of how to structure and optimize content for findability.
• Exceptional writing and editing skills, capable of breaking down complex concepts into clear, concise, and accessible content.
• Strong communication and stakeholder engagement ab