PLATFORM SPECIALIST

Job description

Build and Maintain Knowledge Management Framework

. Design and implement a comprehensive Knowledge Management (KM) strategy to support

customer service operations and bank processes

. Enhance a centralized knowledge base (KB) to house all key processes, FAQs, troubleshooting

guides, and compliance information

. Establish KM governance policies, ensuring knowledge accuracy, relevance, and regular updates

Collabora6on with Cross-Func6onal Teams

. Partner with training team to align KM content with onboarding and continuous learning

programs

. Collaborate with compliance and process teams to ensure KM materials meet regulatory and

operational standards

Enhance Customer Service Effec6veness

. Equip Business Support Representatives with up-to-date and actionable knowledge to resolve

queries efficiently

. Design self-service solutions by identifying common customer queries and developing user

friendly articles or guides

. Track and analyze KM usage and adoption metrics to refine and enhance the repository

. Perform UAT and testing of various systems when required

Ensure Content Quality and Accessibility

. Develop and maintain a standardized format for all KM articles to ensure consistency and

readability

. Implement a tagging and categorization system to enable quick access to information

. Regularly audit content for accuracy, redundancy, and relevance, addressing gaps as needed

Drive Continuous Improvement

. Monitor customer and agent feedback to identify areas for improvement in KM resources

. Stay updated on industry best practices and emerging KM technologies to enhance the system's

effectiveness

. Conduct training sessions to increase KM adoption among agents and ensure optimal utilization

Process Improvement & Journey Analysis

. Partner with CE Journey and VOC Leads to analyze end-to-end customer journeys across the

bank's processes

. Identify friction points, process gaps, and customer effort drivers through journey mapping and

data analysis

. Recommend and implement process enhancements that reduce customer effort and improve

experience outcomes

. Translate VOC findings into actionable process improvement initiatives with measurable impact

Voice of Customer (VOC) Integra6on

. Work with VOC Lead to analyze customer verbatims, feedback trends, and emerging pain points

. Convert VOC insights into knowledge base articles, guidance, and self-service content

. Close the loop by tracking how VOC-driven improvements impact customer satisfaction and

contact volume

. Participate in monthly VOC Forum reviews

Complaint Management & Escala6on Handling

. Serve as first-level escalation point for complex customer complaints, ensuring Emely de

escalation and resolution

. Ensure complaint reporting adheres to regulatory and internal compliance requirements

. Analyze complaint trends with VOC Lead to identify root causes and drive process improvement

recommendations

REQUIREMENTS

. Diploma / Degree from a recognized institution with experience working in the financial sector

(Banking experience preferred)

. Self-motivated and proactive team player with good interpersonal skills to communicate with

different stakeholders

. Good analytical skills to solve issues and attention to details

. Fluent in both English and Mandarin

. UAT & Knowledge Management update experience preferred

. Ability to draw process flows and prepare clear materials

. Experience in complaint handling or customer escalation management is a plus