Senior Knowledge & Process Lead - Customer Care

Financial Times; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Generous annual leave

Flexible working (including work from,

Health coverage

Company match

Enhanced family leave

Job summary

Financial Times is seeking a Senior Process & Knowledge Specialist in the Philippines to drive governance and continuous improvement of Customer Care knowledge and processes. You will design the knowledge ecosystem to support agent, self-service, and AI-assisted experiences.

Working with global teams, you will enhance workflows, content accuracy, and content accessibility while ensuring compliance with evolving business needs and regulatory requirements.

Qualifications

• Proven background in knowledge management, process improvement, and operational excellence within customer care or contact centre environments.
• Ability to design, document, and optimise workflows and guidance for agents across channels.
• Experience managing knowledge platforms and governance processes, including content standards.

Responsibilities

• Define and improve the structure, governance, and discoverability of the knowledge base for agent, self-service, and AI-assisted support.
• Design and optimise operational workflows, policies, and decision tools to simplify processes and improve agent experience.
• Collaborate with stakeholders to gather requirements and deliver continuous improvements across knowledge management and supporting tools.

Skills

Knowledge mgmt

Process improvement

Operational excellence

Content governance

Agent experience

Collaboration

Tools

Salesforce Knowledge

Job description

Financial Times is seeking a Senior Process & Knowledge Specialist in the Philippines to drive governance and continuous improvement of Customer Care knowledge and processes. You will design the knowledge ecosystem to support agent, self-service, and AI-assisted experiences.

Working with global teams, you will enhance workflows, content accuracy, and content accessibility while ensuring compliance with evolving business needs and regulatory requirements.