Knowledge Management Lead (BPO | ITIL | Cebu | Onsite)

Drive Knowledge. Enable Performance. Deliver Operational Excellence.

We're looking for an experienced Knowledge Management Lead to lead enterprise knowledge initiatives, optimize documentation, and ensure teams have access to accurate, up-to-date information that drives operational success. You'll work closely with Operations, Training, Quality, and cross-functional stakeholders to improve knowledge sharing, support transitions, and champion continuous improvement.

Key Responsibilities

• Lead and enhance knowledge management strategies, processes, and governance.

• Develop, maintain, and optimize knowledge base articles and operational documentation.

• Partner with Operations, Training, Quality, and Support teams to identify and close knowledge gaps.

• Support account onboarding, transitions, and knowledge transfer activities.

• Track knowledge usage, measure effectiveness, and implement process improvements.

• Manage training initiatives and trainers, where applicable.

• Ensure compliance with ITIL best practices and organizational standards.

Qualifications

• Bachelor's degree in any relevant discipline.

• ITIL Certification is required.

• Strong communication, stakeholder management, analytical, and problem-solving skills.

• Excellent organizational, multitasking, and collaboration abilities.

• Willing to work onsite in Cebu City on a shifting schedule.

• BPO experience is required.

Experience

• 4–6 years of experience in Knowledge Management, Service Desk, or related roles.

• Minimum 3 years in Knowledge Management and/or Service Desk within a BPO/ITO environment.

• Experience supporting account transitions or knowledge transfer activities is an advantage.

• Experience managing trainers or training programs is preferred.

• Clinical/Healthcare Service Desk experience is highly preferred.

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