PLATFORM SPECIALIST
Job description
Build and Maintain Knowledge Management Framework
• Design and implement a comprehensive Knowledge Management (KM) strategy to support
customer service operations and bank processes
• Enhance a centralized knowledge base (KB) to house all key processes, FAQs, troubleshooting
guides, and compliance information
• Establish KM governance policies, ensuring knowledge accuracy, relevance, and regular updates
Collabora6on with Cross-Func6onal Teams
• Partner with training team to align KM content with onboarding and continuous learning
programs
• Collaborate with compliance and process teams to ensure KM materials meet regulatory and
operational standards
Enhance Customer Service Effec6veness
• Equip Business Support Representatives with up-to-date and actionable knowledge to resolve
queries efficiently
• Design self-service solutions by identifying common customer queries and developing user
friendly articles or guides
• Track and analyze KM usage and adoption metrics to refine and enhance the repository
• Perform UAT and testing of various systems when required
Ensure Content Quality and Accessibility
• Develop and maintain a standardized format for all KM articles to ensure consistency and
readability
• Implement a tagging and categorization system to enable quick access to information
• Regularly audit content for accuracy, redundancy, and relevance, addressing gaps as needed
Drive Continuous Improvement
• Monitor customer and agent feedback to identify areas for improvement in KM resources
• Stay updated on industry best practices and emerging KM technologies to enhance the system's
effectiveness
• Conduct training sessions to increase KM adoption among agents and ensure optimal utilization
Process Improvement & Journey Analysis
• Partner with CE Journey and VOC Leads to analyze end-to-end customer journeys across the
bank's processes
• Identify friction points, process gaps, and customer effort drivers through journey mapping and
data analysis
• Recommend and implement process enhancements that reduce customer effort and improve
experience outcomes
• Translate VOC findings into actionable process improvement initiatives with measurable impact
Voice of Customer (VOC) Integra6on
• Work with VOC Lead to analyze customer verbatims, feedback trends, and emerging pain points
• Convert VOC insights into knowledge base articles, guidance, and self-service content
• Close the loop by tracking how VOC-driven improvements impact customer satisfaction and
contact volume
• Participate in monthly VOC Forum reviews
Complaint Management & Escala6on Handling
• Serve as first-level escalation point for complex customer complaints, ensuring Emely de
escalation and resolution
• Ensure complaint reporting adheres to regulatory and internal compliance requirements
• Analyze complaint trends with VOC Lead to identify root causes and drive process improvement
recommendations
REQUIREMENTS
• Diploma / Degree from a recognized institution with experience working in the financial sector
(Banking experience preferred)
• Self-motivated and proactive team player with good interpersonal skills to communicate with
different stakeholders
• Good analytical skills to solve issues and attention to details
• UAT & Knowledge Management update experience preferred
• Ability to draw process flows and prepare clear materials
• Experience in complaint handling or customer escalation management is a plus