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 identifying common customer queries and developing clear, user-friendly guides
• Track and analyse KM adoption and usage metrics to refine content strategy
• Support User Acceptance Testing (UAT) and system testing when required

4. Ensure Content Quality & Accessibility

• Develop standardised templates and formatting guidelines to ensure consistency and readability across KM articles
• Implement tagging and categorisation systems for easy information retrieval
• Conduct periodic audits to remove outdated, redundant, or inaccurate content and address content gaps

5. Drive Continuous Improvement

• Monitor customer and internal feedback to improve KM effectiveness
• Stay updated on industry best practices and emerging KM technologies
• Conduct training sessions to improve knowledge adoption and utilisation

Requirements

• Diploma or Degree in Business or any related discipline
• At least 3 years or relevant experience in the financial services/banking sector
• Experience in Knowledge Management and/or User Acceptance Testing (UAT)
• Excellent analytical skills with high attention to detail
• Ability to document processes clearly and create flow diagrams and structured materials
• Self-motivated, proactive team player with good interpersonal skills
• Comfortable working with cross-functional stakeholders

Jireli Gem Mejia Cabria EA License No.: 02C3423 Personnel Registration No.: R1434374

Please note that your response to this advertisement and communications with us pursuant to this advertisement will constitute informed consent to the collection, use and/or disclosure of personal data by ManpowerGroup Singapore for the purpose of carrying out its business, in compliance with the relevant provisions of the Personal Data Protection Act 2012. To learn more about ManpowerGroup's Global Privacy Policy, please visit https://www.manpower.com.sg/privacy-policy