PLATFORM SPECIALIST

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

Build and Maintain Knowledge Management Framework

• Design and implement a comprehensive Knowledge Management (KM) strategy to support customer service operations and bank processes
• Enhance a centralized knowledge base (KB) to house all key processes, FAQs, troubleshooting guides, and compliance information
• Establish KM governance policies, ensuring knowledge accuracy, relevance, and regular updates

Collabora6on with Cross-Func6onal Teams

• Partner with training team to align KM content with onboarding and continuous learning programs
• Collaborate with compliance and process teams to ensure KM materials meet regulatory and operational standards

Enhance Customer Service Effec6veness

• Equip Business Support Representatives with up-to-date and actionable knowledge to resolve queries efficiently
• Design self-service solutions by identifying common customer queries and developing user friendly articles or guides
• Track and analyze KM usage and adoption metrics to refine and enhance the repository
• Perform UAT and testing of various systems when required

Ensure Content Quality and Accessibility

• Develop and maintain a standardized format for all KM articles to ensure consistency and readability
• Implement a tagging and categorization system to enable quick access to information
• Regularly audit content for accuracy, redundancy, and relevance, addressing gaps as needed

Drive Continuous Improvement

• Monitor customer and agent feedback to identify areas for improvement in KM resources
• Stay updated on industry best practices and emerging KM technologies to enhance the system's effectiveness
• Conduct training sessions to increase KM adoption among agents and ensure optimal utilization

Process Improvement & Journey Analysis

• Partner with CE Journey and VOC Leads to analyze end-to-end customer journeys across the bank's processes
• Identify friction points, process gaps, and customer effort drivers through journey mapping and data analysis
• Recommend and implement process enhancements that reduce customer effort and improve experience outcomes
• Translate VOC findings into actionable process improvement initiatives with measurable impact

Voice of Customer (VOC) Integra6on

• Work with VOC Lead to analyze customer verbatims, feedback trends, and emerging pain points
• Convert VOC insights into knowledge base articles, guidance, and self-service content
• Close the loop by tracking how VOC-driven improvements impact customer satisfaction and contact volume
• Participate in monthly VOC Forum reviews

Complaint Management & Escala6on Handling

• Serve as first-level escalation point for complex customer complaints, ensuring Emely de escalation and resolution
• Ensure complaint reporting adheres to regulatory and internal compliance requirements
• Analyze complaint trends with VOC Lead to identify root causes and drive process improvement recommendations

REQUIREMENTS

• Diploma / Degree from a recognized institution with experience working in the financial sector (Banking experience preferred)
• Self-motivated and proactive team player with good interpersonal skills to communicate with different stakeholders
• Good analytical skills to solve issues and attention to details
• Fluent in both English and Mandarin
• UAT & 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