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 improve first-contact resolution
Design self-service content by identifyi...