Knowledge Management Senior Lead (Maternity Cover)

The Knowledge Management team’s mission is to help Wise achieve Mission 0 through enabling its operational teams to scale and provide excellent service to our customers by building and maintaining a centralised, easily accessible and high-quality knowledge base.

As a Knowledge Management Senior Lead you will play a key role in executing the Knowledge Management Strategy and report directly to the Head of Knowledge Management. You will support them in implementing the KM strategy within your designated operational area (FinCrime, KYC, Customer Support, Payment Operations or OS teams).

You manage stakeholders efficiently and are solely responsible for delivering on KM initiatives in your operational area. You’ll be responsible for the strategy and translating KM initiatives into domain specific actions. You’ll build a high performer team and continuously meet the expectations outlined in SSE’s level 6 requirements.

Responsibilities

• Contributes to and supports the Head of Knowledge Management in strategic decisions
• Responsible for turning the Knowledge Management Strategy into operational actions in the assigned domain(s)
• Leads the Knowledge Management function in the assigned domain and helps create and implement the future vision, with a strong focus on consistently meeting Operational Level Agreements
• Build and maintain a positive work environment and scaling company culture and values
• Developing a high-performing Knowledge Management team for your domain, support leads on their personal growth paths while inspiring and motivating the team to succeed
• Define the operational and KM goals for your leadership team while supporting the Knowledge Management team’s vision
• Managing team’s resources and their relevant skills
• Propose decisions for direct reports like salary raise, promotion, leave approval, etc.
• Onboarding new Knowledge Management Leads in their role and in the team
• Take ownership of implementing and operating the Knowledge Management strategy and framework with the team, supporting product, servicing and operational teams, fully aligned to the Knowledge Management and Servicing initiatives
• Build connections between team members as well as cross-team, -servicing and facilitate and identify new collaboration opportunities on the team level
• Measure and support the alignment of team KPIs and internal SLAs for success and efficiency
• Act as the main point of contact for the designated domain’s Knowledge Management topics for Internal and External parties; embed your teams into the specific domain you’re responsible for
• Ensure that all information and documentation provided to satisfy parties information requests meets expectations regarding quality and mode of presentation

• Working knowledge of Atlassin Products (Confluence and Jira) or other matter/experience management systems (Guru, ServiceNow, Notion, etc)
• Having a forward thinking, original and confident approach
• Ability to lead and manage multiple projects simultaneously, with proven capacity for creative problem solving and commitment to meeting deadlines
• Excellent communication and interpersonal skills, including the ability to engage effectively with individuals at all levels of the organisation
• Effective stakeholder management skills and experience communicating with non-technical audiences on complex technical solutions and matters
• Ability to work globally and interpret business requirements into sustainable products
• Understanding of Agile lifecycle, project management/execution skills and user experience design; experience with Jira and Confluence is essential
• Ability to develop a good understanding of the work, challenges and opportunities of the operational team to appreciate internal stakeholders needs
• Outstanding organisational and planning skills associated with a familiarity with job training processes. Requirements include training employees who are new to the responsibilities and how to perform them. Great interpersonal skills are required to review the team’s work in the spirit of support and improvement so further growth in the job occurs.
• Relevant experience with operational & cross-functional teams. You can engage with operational analysis, data, and support operational change. You have experience with data visualisation tools (Looker.) and demonstrate storytelling ability with data.

• You’re passionate. About customer experience, technology and making a difference for people in your work. These aren’t just lines on a job description, you genuinely enjoy what you do.
• You have great attention to detail. You’ll help build and maintain the knowledge base by using your domain expertise. Drive agent satisfaction and implementation projects, based on KPIs for your team and work with all other servicing teams as Continuous Improvement, Product, Training and Quality Assurance.
• You’re a self-starter. With a proven track record of taking individual ownership and solving problems creatively, you’ll design, develop, and document knowledge base articles, FAQ content, Quick replies/Admin emails in your domain while also developing and improving operational workflows in order to enhance efficiency.
• You’re reliable. You’ll be an ambassador for Knowledge Management as you effectively manage, delegate, oversee, or contribute to cross-team projects, no sweat - You’ve also got the ability to multitask and handle a varied workload, and you always take responsibility in challenging situations - In short, you get it done.

The role is a maternity cover until 31st of July 2027, with the possibility of extension.

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

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