Knowledge Management Specialist

3 days ago


Bengaluru, Karnataka, India PhonePe Full time

About PhonePe


PhonePe is a leading digital payments company with a vision to provide equal opportunities to every Indian to accelerate their progress through access to money and services. We are a fast-paced and knowledge-driven environment where innovation and creativity thrive.



Job Description


We are seeking a highly skilled Knowledge Management Specialist to join our Customer Experience team. As a Knowledge Management Specialist, you will be responsible for managing, capturing, and sharing knowledge assets to enhance the quality of content and customer experience.



Key Responsibilities:



  • Program manage all knowledge-related activities, including the management, capturing, sharing, and accessibility of knowledge assets.
  • Work alongside stakeholders, internal trainers, and external partners to promote and optimize the usage of the CX BU's knowledge assets.
  • Design and develop effective knowledge management strategies to ensure seamless knowledge sharing and adoption across the organization.
  • Monitor progress by leveraging analytics to assess the impact, engagement, functionality, and effectiveness of knowledge management strategy.
  • Provide coaching, training, and support to champions to foster a culture of continuous improvement and innovation in knowledge management.
  • Coordinate efforts with various stakeholders to assist in the development and improvement of decision trees and knowledge management systems.
  • Collaborate with trainers to keep the new hire training content, decision trees, knowledge base, and curriculum updated.


Requirements:



  • Effective communication skills to help others understand the nuances of customer-facing communication across channels.
  • Stakeholder management skills to effectively govern internal and external stakeholders to accomplish a shared business vision/goal on Knowledge Management.
  • Team player with collaboration skills to work effectively with cross-functional teams and trainers to build an atmosphere of partnership and accountability.
  • Change management skills to identify concepts and ideas and come up with solutions quickly and recognize the need for KM rollout and work to move people, processes, and systems in a new direction.
  • Knowledge management skills to design well-organized knowledge content that fits the needs of learners with a broad range of knowledge and skills.
  • Monitoring and evaluating KM rollout effectiveness by using methods to assess the impact, engagement, functionality, and effectiveness of knowledge management strategy.
  • Technical skills with strong computer and MS Office skills, LMS & BI tools.


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