Hrbs Content Management Specialist

HRBS Content Management Specialist

Function : HR Business Services

Organization Type :

Shared Services / Integrated Business Services (IBS)

Job Location :

Meycauayan, Bulacan PH

Company :

Nestlé Business Services AOA, Inc.

Employment Type : Full-Time Employment

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

You will act as a Content Specialist, performing creative content adaptation and localization activities, with service orientation to the Market / Business.

1. Content Development & Creation

Design, develop, and maintain knowledge base contents (Articles, FAQ, Procedures, Policies, L5s).

Test the employee centricity of the articles by going through "employee journeys" - trying to execute tasks that employees are supposed to do based on the content (e.g. raising a request, updating data etc) to learn how easy the content makes these tasks for employees.

Design and develop communication kits as requested by the market and disseminate these to end-users using available channels such as the Banner Content in Me@Nestlé, email blast, or other identified channels used by the Markets.

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 their relevant local language, as needed.

2. Content Adaptation & Localization

Adapt existing global HR content (e.g., policies, training materials, QRGs, etc.) to meet the specific cultural, linguistic, and regulatory requirements of the markets.

3. Stakeholder Collaboration & Project Management

Work closely with the IBS HR BS Team for possible content improvements

Drive the regular Feedback Loops with the Market partners to discuss content management-related topics / agenda.

Adjust content as per employees' feedback, closing feedback loops, and improving employee experience.

Collaborate with Employee Digital Service Experience (ESDE) or Global IT HR teams for platform improvements and integration.

4. Content Lifecycle & Publishing

Manage the full lifecycle of content : creation, review, approval, publication, and retirement, while ensuring that content is NIVA-ready.

Coordinate multilingual translations and localization based on geography.

5. Knowledge & Channel Optimization

Structure content for digital channels (e.g., Me@Nestlé portal, NIVA chatbot, mobile apps).

Support chatbot training by tagging and formatting content for conversational AI tools.

6. Continuous Improvement & Innovation

Proactively identify opportunities to improve content creation & localization. This includes leveraging new technologies or methodologies to enhance efficiency and employee experience.

Identify knowledge gaps based on reporting, dashboard results, AskHR cases, and propose new content to reduce AskHR case volumes.

7. Capability Building

Facilitate capability building on Content Management to the market and / or the Contact Center team, as needed.

Ensures that any changes to Me@Nestlé and / or NIVA content are cascaded to the AskHR Team.

Create content-related training materials and / or enhance existing ones.

Conducts process-related coaching with the Content Management Analyst, as needed.

Actively participate in training and other learning opportunities to expand knowledge of Content Management.

8. Reporting & Governance

Monitor content performance using analytics (search logs, click rates, feedback scores).

Ensures that content management-related reports are shared with stakeholders in a timely and accurate manner

Participate in the regular Monthly Operations (MOR) reviews to present the Me@Nestlé and AskHR Footprints.

Tools & Technologies

ServiceNow as

the main Content Management Systems (CMS)

Me@Nestle

portal

MS Outlook

to send & receive emails, as well as schedule meetings using the Content Management GMB

SharePoint

for the management of documents and the sharing of information

Adobe Pro

to manage and create PDFs, including editing text and images within PDFs

NesGPT

and

CoPilot

for writing and refining content, as well as summarizing complex documents

NesLingo

NesGPT

or

CoPilot

for translations of KB articles to related languages.

Canva

as a design and collaboration tool.

Snagit

to capture images and videos from the screen, add annotations, and share them across various platforms.

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 in

managing multiple content projects

simultaneously, coordinating with various stakeholders, and meeting deadlines.

foundational

understanding of the

employee lifecycle

and

hire-to-retire processes

Experience in a

Shared Services

or

Global Business Services

environment is an advantage

Proven

ability to work and multitask under pressure

and respond quickly to changing situations in complex environments

Skills

Technical Skills

Excellent creativity, writing, editing, and communication skills

Understanding of HR processes (e.g., 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, understanding their needs and expectations, and ensuring effective communication and collaboration

Ability to examine data, identify patterns, and draw insights

Soft Skills

Strong attention to detail, with an 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

Other Personal Qualities :

Ability to illustrate teamwork and work in harmony with others.

Has initiative, analytical thinking, and problem-solving capacity.

Maintains professionalism, patience, and efficiency in handling end-user issues and complaints.

Has a strong emotional quotient and social intelligence.

Displays commitment, adaptability, and accountability.

Aptitude for learning and understanding even under pressure.