Position Summary
We are looking for a Platform Specialist to join our dynamic Customer Experience (CE) team. In this role, you will be a part of the development and implementation of a robust Knowledge Management framework tailored to empower our Business Support Representatives, and our internal stakeholders enhance self-service capabilities for our customers/Partners
You will work closely with stakeholders across operations, Customer experience journey leads and Business process manager to design, maintain, and optimize an intuitive and scalable knowledge repository that supports Bank's service excellence goals.
Key Responsibilities
Build and Maintain Knowledge Management Framework
- Design and implement a comprehensive Knowledge Management (KM) strategy to support customer service operations and bank processes.
- Create 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.
Collaboration with Cross-Functional Teams
- Partner with the 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 Effectiveness
- Equip customer service agents 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.
Job Requirement
- Diploma or Degree in any field
- Around 2-4 years experience in the banking sector
- Experience in UAT, knowledge management updates, operational excellence, content management, and business management.
- Self-motivated and proactive team player with excellent interpersonal skills and the ability to communicate effectively with diverse stakeholders.
- Good analytical and problem-solving skills, with a high level of attention to detail.
- Ability to develop process flows and prepare clear, structured documentation and materials.
