Knowledge Management Lead (Training & Knowledge Management)

Location: Cebu City

Work Setup: 100% Onsite

Work Schedule: Shifting schedule (including weekends and holidays, as required)

Target Start Date: ASAP

Lead Knowledge Excellence in a High-Performing Operations Environment

Are you passionate about knowledge management, process improvement, and operational excellence? We're looking for an experienced Knowledge Management Lead to drive knowledge initiatives, optimize documentation, and support business operations through effective collaboration, training, and continuous improvement.

If you have a strong background in Service Desk, Knowledge Management, and BPO/ITO operations, this is an excellent opportunity to take your career to the next level.

What You'll Do

- Develop, maintain, and continuously improve knowledge management processes and documentation.

- Ensure knowledge base articles, SOPs, and operational documents remain accurate, relevant, and up to date.

- Collaborate with Operations, Training, Quality, and Support teams to identify knowledge gaps and implement effective solutions.

- Support account setup, transition projects, and knowledge transfer activities.

- Monitor knowledge utilization and recommend process improvements.

- Lead and support training initiatives while managing trainers when required.

- Drive continuous improvement projects that enhance operational efficiency.

- Ensure compliance with ITIL best practices and organizational standards.

What We're Looking For

- 4–6 years of relevant professional experience.

- Minimum of 3 years' experience in Service Desk and/or Knowledge Management.

- 2–3 years of Knowledge Management experience within a BPO or ITO environment.

- Experience supporting account setup, migrations, or transition projects is an advantage.

- Experience leading trainers or training programs is a plus.

- ITIL Certification is preferred but not mandatory.

- Strong documentation, stakeholder management, analytical, and communication skills.

Preferred Experience

Experience in one or more of the following areas is highly desirable:

- Knowledge Management

- Service Desk Operations

- Auditing

- Training and Coaching

- Process Documentation

- Process Flow Creation

- Quality Documentation

- Standard Operating Procedures (SOPs)

- Continuous Improvement Initiatives

Mandatory Requirements

To be considered for this role, candidates must have:

- Experience in a Healthcare or Clinical support environment.

- Service Desk experience.

Why Join Us?

- Competitive monthly salary package.

- Opportunity to lead strategic knowledge management initiatives.

- Work with cross-functional teams in a collaborative environment.

- Career growth and professional development opportunities.

- Be part of an organization that values innovation, process excellence, and continuous learning.

If you're ready to make an impact through knowledge leadership and operational excellence, apply today!