Knowledge Management Platform Lead

Career International FOS Pte Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Career International FOS Pte Ltd is looking for a Knowledge Management professional to design and implement a comprehensive KM strategy supporting customer service and bank processes. You will enhance a centralized knowledge base, establish governance, and collaborate with cross-functional teams to ensure accuracy and regulatory compliance.

Responsibilities include developing self-service content, auditing content quality, and driving continuous improvement through VOC and journey analyses.

Qualifications

• Diploma / Degree in a recognized institution, with experience in the financial sector preferred
• Fluent in English and Mandarin, with good interpersonal communication
• Strong analytical skills with attention to detail
• Self-motivated, proactive, and able to work with multiple stakeholders
• UAT and Knowledge Management update experience preferred
• Ability to draw process flows and prepare clear materials
• Experience in complaint handling or customer escalation management is a plus

Responsibilities

• Build and maintain knowledge management framework to support customer service and bank processes
• Collaborate with cross-functional teams (training, compliance, process) to align KM content with onboarding and standards
• Enhance centralized knowledge base with key processes, FAQs, troubleshooting guides and compliance information
• Drive KM governance: ensure accuracy, relevance and regular updates of articles
• Design self-service content by identifying common queries and developing user-friendly guides
• Monitor KM usage, track adoption metrics and perform testing as needed (UAT)
• Translate VOC findings into KB articles and actionable process improvements
• Lead continuous improvement initiatives through journey analysis and feedback loops

Job description

Career International FOS Pte Ltd is looking for a Knowledge Management professional to design and implement a comprehensive KM strategy supporting customer service and bank processes. You will enhance a centralized knowledge base, establish governance, and collaborate with cross-functional teams to ensure accuracy and regulatory compliance.

Responsibilities include developing self-service content, auditing content quality, and driving continuous improvement through VOC and journey analyses.