About the Role

We are seeking a Knowledge Management Lead to drive knowledge management initiatives, ensure the accuracy and accessibility of knowledge resources, and support operational excellence through effective documentation, training, and stakeholder collaboration.

Key Responsibilities

Develop, maintain, and improve knowledge management processes and documentation
Ensure knowledge base articles and operational documents are accurate and up to date
Collaborate with Operations, Training, Quality, and support teams to identify knowledge gaps
Support account setup, transitions, and knowledge transfer activities
Monitor knowledge utilization and recommend improvements
Manage trainers and training-related initiatives where applicable
Drive continuous improvement initiatives related to knowledge management
Ensure compliance with ITIL practices and organizational standards

Qualifications

Bachelor’s Degree in a relevant field
Strong communication, stakeholder management, and problem-solving skills
Strong analytical skills and attention to detail
Excellent time management and multitasking abilities
Strong interpersonal and collaboration skills
ITIL Certification (required)
Willing to work onsite in Cebu City on shifting schedules
BPO experience is required

Work Experience

4–6 years of relevant experience, with at least 3 years in Service Desk and/or Knowledge Management roles
Knowledge Management experience in a BPO/ITO environment
Experience in account setup or transition activities is preferred
Experience managing trainers is an advantage
Clinical/Healthcare experience combined with Service Desk experience is highly preferred

Kindly answer the following Pre-Screening questions while applying:
Years of relevant experience:
Experience managing trainors
Years of experience in Service Desk / Knowledge management tools
Experience in account setup or transition activities
BPO Experience
Last drawn salary
Expected salary