Knowledge Manager

ROLE DESCRIPTION

The purpose of this role is to manage the quality of the documentation (procedures, FAQs, etc) that will support service delivered to the client by Tier 1 in all HR areas in scope. Another aspect of the role will be to execute quality assurance and continuous improvement initiatives in coordination with the quality team.

• Provide overall quality assurance
• Check process compliance and update any relevant process if changes in regulations are communicated by the client
• Participate in special projects, as they may occur depending on needs (like today some are working on digitalizing hard paper documents apparently)

SKILLS REQUIRED

Must-Have:

• Strong professional experience in similar positions (Documentation, Knowledge Management, FAQ creation, Process content creation)
• Background in imparting training
• Experience in Service Desk
• Experience of any ticketing tool
• Fluency in MS Excel
• Strong communication skills
• Organizational skills to meet deadlines
• Knowledge of ticketing tool
• Proactive and positive mindset, solution-focused, and able to work in a very dynamic multi-cultural changing environment.
• Very good interpersonal and communication skills with the ability to build relationships with global stakeholders and ability to cooperate smoothly with other team members

Mandatory knowledge:

• Ticketing tool – Ways of working
• SOPs, Procedure, FAQ writing

Good to have:

• Background in UK geography
• Background in continuous improvement, lean, sig sigma, automation.
• Preferable - experience in HR Outsourcing
• Showing consistency of tenure in previous organizations.
• Good written and verbal communication skills

CANDIDATE’S PROFILE

• Basic project management and self-management (to be able to work independently or lead a small team per project)
• Attention to detail – as they will be in charge of documentation & procedures
• Communication as they may need to impart training, write procedures, write to some audience, communicate change, etc
• Ability to multi-task and learn new skills quickly
• Background in continuous improvement, lean, sig sigma, automation