Knowledge & Process Specialist

As a Knowledge & Process Specialist, you would be able to work on and solve some of the many interesting challenges we are facing, learn new ways of working, and build delightful high-quality experiences for our internal and external customers.

 

We are seeking a proactive Knowledge & Process Specialist to join our Customer Care team. In this role, you will manage and enhance our centralized knowledge repository, develop training materials, and drive process improvements through data analysis. You will collaborate with stakeholders to optimize workflows, improve customer experience, and support strategic initiatives that foster a culture of customer obsession.

 

The role reports to the Contact Centre Excellence Lead.

 

Roles & Responsibilities

Knowledge Management

• Develop and maintain the knowledge management system, ensuring timely updates for new product and feature releases and retiring outdated information to keep content accurate and relevant.
• Define and enforce documentation standards and content management guidelines.
• Curate clear, concise, and engaging learning materials to empower team success.
• Manage the full content lifecycle for assigned product verticals, including Help Centre updates and Trust AI regression testing.

Customer Experience & Process Optimization

• Analyze customer needs to enhance interactions and deliver positive experiences.
• Identify broken journeys and inefficiencies through common contact drivers.
• Support in existing and new customer journeys to drive zero-contact processes or first-contact resolution.
• Collaborate with stakeholders to redesign workflows for operational efficiency and excellent customer experience

Data Analysis & Insights

• Perform analysis on large data sets and translate findings into actionable insights.
• Drive data-driven project initiatives and system enhancements aligned with CS strategic objectives.
• Develop, track, and monitor metrics to measure outcomes of initiatives.

Operational Support

• Achieve and exceed Customer Care KPIs while maintaining high standards of quality and service delivery.
• Champion a culture of customer obsession by promoting empathetic, high-quality service and streamlined processes.
• Manage production issues end-to-end, ensuring timely resolution and minimal impact on operations.
• Provide support for additional ad hoc tasks as required.

 

Role Specific Technical Competencies:

Skill	Target proficiency level
Knowledge of Contact Centre metrics	Core
Knowledge of Contact Centre metrics	Core
Writing skills	Core
MS Office Excel, PowerPoint	Core

 

 

Our Ideal Candidate: 

• Bachelor’s Degree with 1-3 years of banking experience, preferably in a fast-paced contact centre environment
• Good understanding of Banking and Financial products
• Experience using business intelligence tools (e.g. Tableau) preferred
• Practical experience in agile/SCRUM methodologies alike
• Knowledge of the Bank’s Control Framework and Governance Structure preferred
• Superior listening, written and verbal communication skills required
• Service-oriented with positive attitude to drive differentiated customer experience
• Good knowledge of MS Office and proficient in related computer applications
• Experience Agile way of working and tools (Jira, Confluence, Slack, etc)