Senior Knowledge Management Associate

Medirest Signature; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

Join a leading company as a Senior Knowledge Management Associate, where you will manage and enhance knowledge content for internal and external stakeholders. This role offers a chance to collaborate with diverse departments to improve operations and customer experiences while leveraging AI technologies.

Qualifications

• Broad understanding of at least one operational area like financial crime or onboarding.
• Hands-on experience in agile work environments.

Responsibilities

• Developing and maintaining a comprehensive library of knowledge content.
• Working closely with various teams to enhance efficiency and quality.
• Collaborating with Bot Analysts to track performance of the Knowledge Hub.

Skills

Excellent written and verbal communication

Change management principles

Understanding of banking operations

Familiarity with 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