Gratitude Inc. is a professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, the Philippines, Malaysia, and Africa. We are a direct sourcing partner Company of various top BPOs, both offshore and onshore.

We have ongoing hiring for a Knowledge Manager - Training Lead for our BPO Partner in Cebu City.

Position: Knowledge Manager - Training / Knowledge Management Lead
Location: Cebu City
Work Setup: Onsite
Work Schedule: Shifting schedule, including weekends and holidays as required
Salary: Php 70,250.00 Package
Target Start Date: August 14, 2026

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 :

• 4–6 years of relevant experience
• At least 3 years of Service Desk and/or Knowledge Management experience
• 2–3 years of Knowledge Management experience in a BPO/ITO environment
• Experience in account setup or transition activities is preferred
• Experience managing trainers is an advantage
• ITIL Certification is preferred but not required

Candidates with experience in:

• Auditing
• Training and coaching
• Process documentation
• Process flow creation
• Knowledge management
• Quality process documentation
• Standard Operating Procedures (SOPs)

Non-Negotiable

• Healthcare/Clinical background
• Service Desk experience

To apply, please share your updated resume with the active email address and phone number here or via email at isay@gratitudephilippines.com

Further details will be discussed once shortlisted and invited for an interview.

Our recruitment team will reach out to you via WhatsApp/Viber or by phone once you are shortlisted.

APPLY NOW!