Quality, Knowledge and Training Manager_Hybrid_BGC_190K

• Establish and manage the teams Service Knowledge Management System and Process
• Coordinate the knowledge management culture and capabilities building process across the teams.
• Define and assign knowledge team roles and hold the knowledge team accountable and empower commitment.
• Deploy training, communications, and awareness programs related to service management processes.
• Manage and align internal training on headline activities that impact knowledge management across teams.
• Monitor and review the activities of the teams that participate in the knowledge management practice.
• Conduct regular and ad hoc practice analysis, and initiating improvements to the practice, procedures, used methods, and tools.
• Ensure all knowledge items are made accessible to those who need them in an efficient and effective manner.
• Align teams on usage of tools, templates and coordinate knowledge articles creation and submission.
• Oversees the controlled knowledge items of our services to ensure accuracy and viability.
• Ensure creation of external knowledge articles based on internal documentation for Client use.
• Support knowledge article creation from new product releases and ensure access across teams.

• At least 5 years professional experience in Knowledge Management / Process Design / Operational Excellence function in a shared services environment preferably on a global team
• Proven ability to collaborate effectively with cross functional teams, and lead knowledge teams in their delivery.
• Demonstrated ability to identify and drive continuous improvement.
• Proficiency in knowledge bases and MS Office applications such as Visio, Excel, PowerPoint, Word, PowerBI
• Excellent written and verbal communication skills in English as a minimum
• Project Management and Prioritization skills
• Ability to quickly learn and navigate new processes, tools, people, and cultures.
• Ability to manage stakeholders to ensure execution of projects across teams.

• University Degree Holder
• ITIL Certification
• KCS Certified

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