CX Knowledge Architect & Process Lead

MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD; Singapore; On-site; SGD 67,000 - 100,000; Full time

Benefits offered by this job

None

Job summary

MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD is hiring a Customer Experience Knowledge & Process Specialist to maintain and optimize the bank's knowledge framework, ensuring accessible and well-structured guidance for internal teams.

The role collaborates with operations, training, and compliance to support customer service, self-service solutions, and process clarity, with a focus on governance, tagging, and continuous improvement.

Qualifications

• Diploma or Degree in Business or related discipline.
• At least 3 years of experience in financial services/banking.
• Experience in Knowledge Management and/or User Acceptance Testing (UAT).
• Excellent analytical skills with high attention to detail.
• Ability to document processes clearly and create flow diagrams.

Responsibilities

• Maintain and optimize knowledge framework to keep info up-to-date and accessible.
• Map, document, and visually represent processes for standardization.
• Develop self-service solutions to reduce query turnaround times.
• Collaborate with operations, training, and compliance for aligned materials.
• Analyze feedback and monitor knowledge usage and improvement opportunities.

Skills

Analytical skills

Process documentation

Interpersonal skills

Self-motivated

Cross-functional collaboration

Education

Diploma or Degree in Business or related discipline

Job description

MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD is hiring a Customer Experience Knowledge & Process Specialist to maintain and optimize the bank's knowledge framework, ensuring accessible and well-structured guidance for internal teams.

The role collaborates with operations, training, and compliance to support customer service, self-service solutions, and process clarity, with a focus on governance, tagging, and continuous improvement.