Role Overview:
Under the direct supervision of the Customer Experience and Innovation Business Development Lead, the Communications and Knowledge Management Manager is responsible for executing the communication strategy within Customer Centre. This position will work with the various stakeholders; mainly the Client Services team, MTJs and PWeb Team to ensure all communication relating to project / initiative launches and processes is delivered timely and understood across the users in Customer Centre.
Key Responsibilities:
- To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.
- Cross-Team Collaboration: • Collaborate closely with various teams across Customer Centre (CSMs, Operations, Assurance Specialist, Customer Relations, Training, WFM, Risk and Control) to ensure seamless alignment in communication strategy.
- Knowledge Base Framework:
- Establish and govern a knowledge sharing framework and content management processes within the Centre's knowledge base (Oracle).
- Document and maintain detailed process flows within the Centre, ensuring accurate and up-to-date content with proper content audits.
- Constantly collate feedback to suggest improvements to the Centre's communication strategy, ensuring continuous enhancement.
- Demand Reduction Support:
- Support and coordinate demand reduction efforts by providing self-help information on our Public Help & Support portal.
- Support and coordinate the self-help information on digibank Online & digibank Mobile, ensuring that information is easily accessible and easy to understand.
- Curate technical website content/tools on our Help & Support portal, managing the site's information architecture to enhance user engagement.
- User Experience Design: Design user experience and improve content templates through taxonomy research and Search Engine Optimization efforts to enforce effective communication via our support portal.
- Knowledge Management Practices: Continually improve knowledge management practices by running usage reports, conducting content gap analyses, soliciting feedback, and participating in ongoing process improvement activities.
- Standby Support: Provide standby support on an ad-hoc basis, as activated by the Workforce Management team, to service calls/emails or any other functions deemed necessary to maintain Customer Centre’s service levels.
- To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.
Requirements:
- Excellent written and verbal communication skills
- Excellent relationship building & management skills
- Ability to liaise with different team/dept effectively
- Ability to champion change/ innovation orientation
- Good understanding of knowledge management principles
- Good grasp of data to draw insights for improvements
- Good planning and organizing skills, with ability to take ownership of results
- Good problem-solving and time management skills
- Strong customer service focus and acumen in site and content design
- Able to work independently without support
Technical Competencies:
- Good knowledge of Service Level and CSO scheduling
- Good knowledge of DBS products and services
- Basic knowledge of project management process
- Good knowledge of MS Word, Excel and PowerPoint 5. Good knowledge of HTML and Scripting
