Knowledge Manager

2022 - Chief Operating Office; Glasgow; Hybrid; GBP 59,000 - 74,000; Full time

Job summary

A leading financial institution is seeking a knowledgeable Chief Operating Officer to spearhead development of knowledge systems and drive innovation in business banking. The ideal candidate will have proven leadership in knowledge management and change management, with a focus on enhancing user experience and cross-functional collaboration. This role supports a hybrid working model based in Glasgow, offering a competitive salary and comprehensive benefits, including private medical insurance and performance-related bonuses.

Benefits

25 days holiday plus the option to buy more

Private medical insurance

Competitive pension

Annual performance-related bonus

Training and development opportunities

Flexible benefits scheme

Life assurance

Paid volunteering days

Qualifications

• Proven leadership in knowledgebase or content delivery teams.
• Experience in change management.
• Strong understanding of user needs in training and knowledge sharing.
• Superb skills in knowledge management systems and information architecture.
• Excellent communication and interpersonal skills.
• Track record in leading cross-functional collaboration.

Responsibilities

• Lead development of knowledge systems to support business colleagues.
• Scale knowledge capabilities and drive innovation through AI tools.
• Own and execute the Knowledge Management Roadmap.
• Align knowledge initiatives with business bank objectives.
• Develop knowledge guidelines and work with SMEs.
• Ensure content is accessible and optimized.

Skills

Leadership in knowledgebase or content delivery

Change management experience

Understanding of user needs

Skills in knowledge management systems

Interpersonal and communication skills

Cross-functional collaboration

Job description

Business Unit:Business Banking - Digital and CX
Salary range:£59,200 - £74,000 per annum DOE+ benefits
Location:UK Hybrid- Glasgow Hub, monthly HUB visits
Contract type: Permanent

Our Team

The Business Banking Digital and CX team is responsible for developing and maintaining seamless digital journeys and outstanding experiences for our business customers. We're an agile collective with broad expertise, driving innovation and transformation across business bank, united by a vision to make business banking easier for our customers.

What you’ll be doing

• Leading the development and evolution of knowledge systems within Business Bank to support business colleagues, customer self-service and align knowledge initiatives with strategic goals.
• Scaling knowledge capabilities, driving innovation through knowledge and AI-powered tools, and fostering a collaborative approach to colleague and customer knowledge and education.
• Owning and executing the Knowledge Management Roadmap for Business Bank, including Gen-AI search, Redi (chatbot) integration, and customer and colleague education.
• Aligning knowledge initiatives with short, medium, and long-term business bank objectives, focusing on change and CX improvement activities.
• Developing knowledge guidelines and templates aligned with knowledge channels (FAQs, Redi (chat bot), agent knowledge) and work with Business SMEs to ensure knowledge channels are updated appropriately.
• Ensuring content is accessible, digestible, and optimized for self-service.
• Collaborate with Product, Tech, and Operations to enhance and maintain knowledge systems.
• Supporting change delivery and sign-off processes as part of a broader change management function.
• Acting as a Knowledge Management ambassador and subject matter expert (SME) across Business Bank.
• Defining and tracking KPIs to measure content effectiveness and user engagement.

We need you to have

• Proven leadership in knowledgebase or content delivery teams (ChatBot, internal/external knowledge bases etc).
• Substantial change management experience.
• A strong understanding of user needs in training and knowledge sharing.
• Superb skills in knowledge management systems and information architecture, and AI integrations.
• Excellent interpersonal and communication skills.
• A strong track record in leading cross-functional collaboration and change enablement.

It’s a bonus if you have but not essential

• Understanding of Business Banking operations and customer journeys.

Red Hot Rewards

• 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
• Private medical insurance.
• A highly competitive pension to help you build a strong foundation for retirement.
• Access to an annual performance-related bonus.
• Training and development to help you progress your career.
• A great selection of additional benefits through our flexible benefits scheme.
• Life assurance to provide peace of mind for you and your loved ones.
• Up to 2 days of paid volunteering a year.

If we're lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.

Say hello to Virgin Money

Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you'll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.

Be yourself at Virgin Money

At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking - but fairer, more rewarding, and for the good of society. We're committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team:

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Now the legal bit

Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks - we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.