Senior Knowledge Management Associate

Medirest Signature; City of Edinburgh; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in the field of knowledge management seeks a Senior Knowledge Management Associate in Edinburgh. This role offers an opportunity to impact the team's strategy and efficiency significantly, focusing on banking operations and enhancing AI utilisation in customer service. The successful candidate will develop and maintain knowledge resources that improve both agent and customer experiences.

Qualifications

• Broad understanding of banking operations such as financial crime, onboarding, payments, core banking, or lending.
• Hands-on experience in agile work environments.
• Excellent verbal and written communication skills.

Responsibilities

• Manage the creation and sharing of knowledge content.
• Work with cross-functional teams to enhance operational efficiency.
• Develop comprehensive knowledge libraries for internal and external use.

Skills

Written communication

Verbal communication

Agile methodologies

Change management

Knowledge management

AI technologies

Job description

Join us as a Senior Knowledge Management Associate

• Take on a critical role managing the creation, maintenance, and sharing of internal and external knowledge content
• You'll be working in a vibrant, forward looking team and helping us to develop our longer-term strategy for knowledge management
• It’s a great chance to hit the ground running and make a tangible impact on our function

What you'll do

In your new role, you’ll be developing and maintaining a comprehensive library of knowledge content, such as FAQs and saved responses, that can be utilised by internal agents and external clients or customers, as well as being usable by AI Bots.

You’ll also:

• Work closely with Operations, Product, Risk and Marketing to enhance efficiency, quality, and performance of our Operations Teams
• Enable enhanced AI utilisation, improve customer self-service experiences, and streamline access for Operations Agents to quickly and efficiently locate content within the Knowledge Hub
• Collaborate with Bot Analysts to develop MI and data to track the performance and effectiveness of the Hub

The skills you'll need

You’ll need to have a broad understanding of banking operations and processes in at least one operational area (financial crime, onboarding, payments, core banking or lending).

You’ll also need:

• Hands-on experience in agile work environments, with a solid understanding of change management principles
• Excellent written and verbal communication skills, with a focus on clarity and simplicity
• Familiarity with AI technologies and their application in customer service