PLATFORM SPECIALIST

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

• 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