Banking Knowledge & CX Optimization Specialist

Trust Bank Singapore; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Trust Bank Singapore is seeking a proactive Knowledge Management Specialist to enrich our centralized knowledge repository, develop training materials, and drive process improvements through data analysis. You will collaborate with stakeholders to optimize workflows and support initiatives that foster customer-centric service within the Customer Care team.

The role reports to the Contact Centre Excellence Lead and involves owning content lifecycle for product verticals, plus driving zero-contact

Qualifications

• University graduate with banking experience in a fast-paced environment.
• Experience in Knowledge Management and creating learning materials.
• Agile/SCRUM methodologies familiarity.

Responsibilities

• Develop, maintain and update the knowledge management system, ensuring timely updates for new product and feature releases and retiring outdated information.
• Define and enforce documentation standards and content management guidelines.
• Curate clear, concise, and engaging learning materials to empower team success.
• Manage the full content lifecycle for assigned product verticals, including Help Centre updates and Trust AI regression testing.

Skills

Knowledge of Contact Centre metrics

MS Office Excel

PowerPoint

Education

University degree

Tools

MS Office

PowerPoint

Job description

Trust Bank Singapore is seeking a proactive Knowledge Management Specialist to enrich our centralized knowledge repository, develop training materials, and drive process improvements through data analysis. You will collaborate with stakeholders to optimize workflows and support initiatives that foster customer-centric service within the Customer Care team.

The role reports to the Contact Centre Excellence Lead and involves owning content lifecycle for product verticals, plus driving zero-contact