Knowledge Management Specialist - Customer Care & Insights

Trust Bank; Singapore; On-site; SGD 67,000 - 100,000; Full time

Job summary

Trust Bank is seeking a Knowledge Management Specialist to join our Customer Care team. You will manage and enhance the centralized knowledge repository, develop training materials, and drive process improvements through data analysis to deliver delightful customer experiences.

You will collaborate with stakeholders to optimize workflows, support strategic initiatives, and help foster a culture of customer obsession while reporting to the Contact Centre Excellence Lead.

Qualifications

• University graduate with banking exposure and customer-care experience.
• Experience in knowledge management and process improvement.
• Familiarity with Agile/SCRUM methodologies.

Responsibilities

• Develop and maintain the knowledge management system with timely updates.
• Define documentation standards and guidelines.
• Create learning materials to empower the team.
• Analyze customer needs to improve interactions.
• Identify broken journeys and streamline processes.
• Perform data analysis and translate findings into insights.
• Monitor metrics to measure initiative outcomes.
• Support production issues end-to-end and maintain service quality.

Skills

Knowledge of Contact Centre metrics

Analytical thinking

Communication skills

Agile/SCRUM familiarity

Banking domain knowledge

Education

Bachelor's degree in a relevant field

Tools

MS Office

Excel

PowerPoint

Job description

Trust Bank is seeking a Knowledge Management Specialist to join our Customer Care team. You will manage and enhance the centralized knowledge repository, develop training materials, and drive process improvements through data analysis to deliver delightful customer experiences.

You will collaborate with stakeholders to optimize workflows, support strategic initiatives, and help foster a culture of customer obsession while reporting to the Contact Centre Excellence Lead.