Senior Knowledge & Process Architect

Financial Times; Manila; On-site; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Flexible working

Health coverage

Annual leave

Job summary

The Senior Process & Knowledge Specialist at Financial Times drives the strategic development, governance, and continuous improvement of Customer Care processes and the knowledge ecosystem. You will design structured, scalable knowledge assets supporting agent, self-service, and AI-assisted support, collaborating across Customer Care and other functions to improve efficiency and customer experience.

You will oversee content standards, content governance, and knowledge base optimisation, ensuring

Qualifications

• Proven background in knowledge management, process improvement, operational excellence, business process analysis, or similar roles within Customer Care or related environments.
• Experience designing, documenting, and optimising operational workflows, policies, and agent-facing guidance.
• Ability to manage knowledge bases and content governance across platforms such as Salesforce Knowledge or similar systems.
• Ability to balance customer experience with operational efficiency and scalability.
• Experience collaborating with global teams to drive continuous improvement initiatives.
• Knowledge of AI tools, analytics, and measuring content performance for knowledge assets.

Responsibilities

• Define, govern, and continuously improve the structure and usability of the Customer Care knowledge base.
• Design and optimise workflows, process guidance, and decision tools for efficient operations.
• Ensure content and guidance balance agent and customer experience with compliance and efficiency.
• Oversee standards for knowledge content and guidance across channels including AI-assisted support.
• Manage knowledge base platforms and approvals for content updates and governance.
• Analyse workflows and journeys to identify gaps, risks, and opportunities for improvement.
• Collaborate with stakeholders to gather requirements and drive continuous improvements.
• Champion knowledge management best practices and promote adoption across teams.
• Ensure documentation complies with legal, regulatory, and business requirements.

Skills

Knowledge management

Process improvement

Operational excellence

Stakeholder management

Lean Six Sigma

Google Workspace

Analytical skills

AI tools

Workflow design

Tools

Salesforce Knowledge

Job description

The Senior Process & Knowledge Specialist at Financial Times drives the strategic development, governance, and continuous improvement of Customer Care processes and the knowledge ecosystem. You will design structured, scalable knowledge assets supporting agent, self-service, and AI-assisted support, collaborating across Customer Care and other functions to improve efficiency and customer experience.

You will oversee content standards, content governance, and knowledge base optimisation, ensuring