Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.
This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.
Job description
Join us as a Senior Knowledge Management Associate
- Take on a critical role managing the creation, maintenance, and sharing of internal and external knowledge content
- You'll be working in a vibrant, forward looking team and helping us to develop our longer-term strategy for knowledge management
- It’s a great chance to hit the ground running and make a tangible impact on our function
What you'll do
In your new role, you’ll be developing and maintaining a comprehensive library of knowledge content, such as FAQs and saved responses, that can be utilised by internal agents and external clients or customers, as well as being usable by AI Bots.
You’ll also:
- Work closely with Operations, Product, Risk and Marketing to enhance efficiency, quality, and performance of our Operations Teams
- Enable enhanced AI utilisation, improve customer self-service experiences, and streamline access for Operations Agents to quickly and efficiently locate content within the Knowledge Hub
- Collaborate with Bot Analysts to develop MI and data to track the performance and effectiveness of the Hub
The skills you'll need
You’ll need to have a broad understanding of banking operations and processes in at least one operational area (financial crime, onboarding, payments, core banking or lending).
You’ll also need:
- Hands-on experience in agile work environments, with a solid understanding of change management principles
- Excellent written and verbal communication skills, with a focus on clarity and simplicity
- Familiarity with AI technologies and their application in customer service
