Knowledge Management Team Leader

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Our Customer Services division plays an important role at the core of our business, delivering high-quality, customer support to Regulated and Corporate customers via multiple customer channels.

Established as a key support function, our Knowledge Management Teams ensure our service led employees and customers are enabled with accurate, accessible and actionable information so that great outcomes can be delivered right first time.

Key Responsibilities:

Lead, coach and develop a competent team of Knowledge Content Authors and Technical Writers, providing clear direction, strong engagement and an open feedback environment to drive efficient support of business needs.

Drive the quality creation, governance and continuous review of knowledge, ensuring information is compliant, well-structured, easily accessible and effectively maintained.

Foster a culture of strong collaboration, building cross-functional relationships and promoting knowledge-sharing across teams to enhance overall organisational effectiveness.

Own and evolve the Knowledge Management framework, ensuring robust governance, version control, content standards and audit readiness.

Build, lead and implement a new approach to insight and analytics, working with data teams to harness failure demand and other data indicators that identify knowledge gaps, drivers and opportunities for optimisation across both Regulated and Corporate Customer journeys.

Leverage data and insight to continuously improve knowledge effectiveness, reduce failure demand and enhance customer and colleague outcomes.

Skills and Experience:

Required:

Demonstrable experience in a people management/leadership position

Excellent communication skills both written and verbally

Strong analytical capability, interpreting data into information and action.

Excellent stakeholder management skills at various organisational levels