Knowledge Management Platform Specialist

Key Responsibilities
1. Build & Maintain Knowledge Management Framework

• Design and implement a comprehensive Knowledge Management (KM) strategy to support customer service operations and banking processes
• Develop and maintain a centralised Knowledge Base (KB) housing key processes, FAQs, troubleshooting guides, and compliance information
• Establish KM governance policies to ensure accuracy, relevance, version control, and regular updates

2. Cross-Functional Collaboration

• Partner with the Training team to align KM content with onboarding and continuous learning programmes
• Collaborate with Compliance and Process teams to ensure all KM materials meet regulatory and operational standards
• Work closely with stakeholders to gather requirements and validate process documentation

3. Enhance Customer Service Effectiveness

• Equip customer service teams with up-to-date, actionable knowledge to ...