AVP/VP - Global Knowledge Editor - Investment Bank

We have Urgent requirement with Leading Investment Bank in Bangalore

Job Title Global Knowledge Editor

Job Purpose (overall high level summary of the role)

The role holder will be responsible for overseeing and managing the global content standards, guideline and creation processes for the new Verint Knowledge Management platform (iKnow), which underpins the transformation of company's Global Contact Centre Business (GCCB).

The role holder will need to work with the Senior Knowledge Management Deployment Manager to build and drive the Knowledge Management blueprint and plan from delivery through to BAU. The role holder will have to lead the global content writing teams and work closely with local markets at all levels to understand their priorities and to ensure the underlying content standards is fit for purpose for the local market, whilst being scalable globally and across multiple channels.

Knowledge Management systems and blueprint will play a critical role in meeting the Transformation financial objectives, as well as the GCCB's key strategic direction of Serve, Empower and Grow. There is currently no enterprise knowledge management solution within company and as a consequence information provided to our front line staff is inconsistent, difficult to find and often not up to date. The new knowledge management system will ensure that all information required by front line staff will be available to them in a consistent and easy to follow taxonomy that will lead to significant benefits, including reduced AHT, improved speed to competency, reduced agent training time and improved agent satisfaction.

Principal Accountabilities : key activities and decision making areas Typical Targets and Measures

Impact on the Business/Function

- Work with the vendor and local markets in developing a standard approach to content across company that meet the needs of the business at global and local levels.

- Responsible for defining global standards and best practices for content creation and ongoing maintenance and improvement. Using the full toolset available in iKnow to its maximum potential

- Lead the global and local teams in identifying, organizing and maintaining content, in multiple markets, channels and languages.

- Continuously assess the knowledge needs of users and their business processes and driving continuous improvement.

- Own the ongoing deployment roadmap from a content point of view, whether it be from a content, process or technology perspective.

- Support the migration to the new platform and environment to planned markets.

- Develop and enhance cross market and functional relationships at throughout the business to facilitate the effective achievement of role, team and business objectives.

- Seek opportunities to continuously improve performance and process quality and efficiency

- Understand business requirement and ensure the deliverables are fit for purpose

- Develop the global content standards in best in class and in iKnow maximum potential. Ensure it's globally aligned

- Content writing documents delivered within agreed time and quality

- Support the project deployment and migration within timeline

- Improved skills and efficiency in team performanceand process

Customers / Stakeholders

- Vendor (Verint)

- GCCB contact centres (RBWM and Shared Operations)

- Feedback from business partners and key stakeholders

Leadership & Teamwork

- Be the role model of the company values and in still trust in others

- Lead, coach, inspire and developthe team to deliver high quality performance.

- Develop a motivated, highly skilled team to enable their performance to meet business objectives

- Develop succession plan for the team, ensuring continuity of service and operational excellence

- Provision of ongoing feedback to senior managers on the performance and progress review

- Work collaboratively and communicate persuasively, emphasizing teamwork, diversity, and knowledge-sharing

- Work closely with other Global KM roles towards same business goals

- High quality and efficient team performance

- Dependable, open and connected value based team culture

- Retention / development of team members

- Feedback from line manager and peer group

Operational Effectiveness & Control:

- Define metrics to measure performance and process efficiency, and drive to achieve high standard

- Understand and ensure the content standards built adhere to compliance, information security, operation security, and local regulatory requirements.

- Coordinates findings and resolutions of companys internal control audits where appropriate

- Coordinates awareness programs and completion of all elements of Operational Risk associated with the role in compliance to SOX for contact centres

- Performance evaluation and efficiency gain

- No breach of compliance, information security, operation security, and local regulatory requirements

- Fix the loophole and provide solutions upon any audit findings