Knowledge Management Specialist

Job Description:

We’re excited to add a Knowledge Management Specialist to our team at Penn Mutual. In this role, you’ll serve as a subject matter expert in your area of focus, providing critical support and insight across the organization.

You’ll be responsible for analyzing and resolving highly complex case inquiries, accounting issues, and system-related challenges. As a key resource within the department, you’ll handle referrals, complaints, and escalated matters with professionalism and expertise.

This role also plays a vital part in driving system enhancements and promoting the adoption of new technologies. You’ll collaborate closely with leadership to identify training needs and help shape knowledge-sharing strategies that strengthen team performance and effectiveness.

We’ve embraced a flexible, hybrid approach to work. Based on your role and personal preference, we empower you to choose where you work best. This model allows you to balance your life and bring your whole self to work. 

Responsibilities

• Knowledge Management Implementation Strategy & Execution: Assist Director of Training & Quality in developing and implementing KM Solution for Enterprise Operations, including change management, learning, and adoption.
• Stakeholder Collaboration: Collaborate with stakeholders to ensure documentation is adding, maintained, and utilized by functional areas.
• Content Development: Design, develop, and publish, SOP’s, technical guides, FAQs, knowledge articles, and other documentation in a centralized Knowledge Management Tool.
• System & Process Organization:  Design systems and processes to organize, capture, store, and share knowledge.  Administer the knowledge base, ensuring content is correctly categorized, tagged, and easy to use
• Quality Assurance: Establish and maintain quality standards for all technical documentation, including style guides, templates, and review processes. Review and edit content created by others to ensure accuracy, clarity, and consistency. Manage user access and permissions within the knowledge management system to ensure secure and appropriate access to sensitive information. Track and analyze the usage and effectiveness of knowledge resources, using data to identify trends and opportunities for improvement and prepare and present reports on system usage, content effectiveness, and user engagement.
• Process Improvement: Continuously assess and improve documentation processes, tools, and workflows to enhance efficiency and effectiveness.
• Communication:  Promote knowledge sharing across departments and teams, encouraging collaboration and communication through the knowledge management system.
• Ongoing Learning and Development: Organize ongoing learning sessions for team members on knowledge management documentation best practices, tools, and keep up to date with industry trends, communication tools, and best practices in knowledge management.

Skills & Abilities

• Excellent communication skills, both written and verbal, with the ability to interact with various stakeholders at all levels
• Ability to build and maintain relationships with internal stakeholders
• Experience leading programs and implementation of new technology
• Strong organizational skills and the ability to manage multiple projects simultaneously
• Experience with Agile methodologies
• Ability to adapt to changing priorities and work well in a fast-paced dynamic environment
• Strong problem-solving abilities and a proactive approach to addressing challenges
• Experience in learning and change management
• Familiarity with project management tools and collaboration software
• Knowledge of documentation tools and content management systems

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Experience

• 5+ years of related experience or equivalent work experience

Education/Licenses/Professional Designations

• Bachelor’s degree in English, communications, Learning or related field

Base Salary Range: $60,000 - $75,000

All Penn Mutual employees exemplify our Shared Commitment:

Doing what’s right today, together, for the promise of a brighter tomorrow.  The feelings are mutual:  Care.  Respect.  Belonging. 

Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment.  All employment-related decisions and practices are free from unlawful discrimination.  This includes: race, creed, color, national origin, ancestry, citizenship, age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law.  Leaders may, at their discretion, change the responsibilities in this position description at any time due to reasonable accommodation and/or other business reasons.

About the Penn Mutual Life Insurance Company

Penn Mutual helps people become stronger.  Our expertly crafted life insurance is vital to long-term financial health and strengthens people’s ability to enjoy every day.  Working with our trusted network of financial professionals, we take the long view, building customized solutions for individuals, their families, and their businesses.  We support our financial professionals with retirement and investment services through our wholly owned subsidiary, Hornor, Townsend & Kent, LLC, member FINRA/SIPC.

*Location Definitions:

• Fully Flex (FF) = Employee has option to elect to be fully remote, hybrid or onsite at campus location
• Site Critical (SC) = Employee must work onsite at campus location
• Partially Site Critical (PSC) = Employee must work onsite at campus location 1+ days/week

*Fingerprinting will be required for:

• Any position that requires FINRA licensing
• Any position that has access to HTK client account information

For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achieve their financial goals. Through our partnership with Financial Professionals across the U.S., we help instill the confidence and reliability that comes from a stronger financial future. Penn Mutual and its affiliates offer a comprehensive suite of competitive products and services to meet the unique needs of Financial Professionals and their clients, including life insurance, annuities, wealth management and institutional asset management. To learn more, including current financial strength ratings, visit www.pennmutual.com.

Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment. All employment-related decisions and practices are free from unlawful discrimination. This includes: race, creed, color, national origin, ancestry, citizenship age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law.