We are looking for a capable Global Senior Lead of Knowledge Management in Tallinn to help us lead Knowledge management Framework processes in. This role is a unique opportunity to have an impact on Wise’s mission, develop with a high-performing team and help save millions more people money.
Your mission is to implement and lead our global knowledge management strategy and framework. As the Global Senior Lead of Knowledge Management, you’ll report directly to the Global Service Delivery Lead and drive the strategy for our global knowledge management team, while cooperating with our internal Customer Support & outsourcing teams, as well as the various CS support functions like training, workforce management, QA, CI and more.
About the role
The Knowledge Management (KM) team’s mission is to help Wise achieve Mission 0 through moving towards product and operational excellence.
As a Senior KM Lead you will play a key role in building a well structured and easy to use and up to date knowledge base. It is also your goal to identify and overview the documentation of operational workflows in your area of responsibility.
As a result of your work, our customer support metrics should improve, our handle times and resolution times should decrease and the efficiency metrics of our operations should increase, ultimately resulting in lower operating costs.
You will get to
You will support your team of experts in implementation of our knowledge management strategy and framework.You’ll report directly to the Head of KM, while cooperating with our internal and outsourcing teams, as well as the various support functions like Training, WFM and more. You’ll also join the GSD leads to build an exceptional work environment in your area of focus.
As a Senior KM Lead you will utilise industry specific methodologies such as Business Process Model and Notation and Technical Writing. Implementing and advocating our knowledge management framework you’ll help build a process database, monitor their documentation, implement measurement of impact, and coordinate sharing the knowledge. You will act as ambassador of the knowledge management culture in the organisation.Mission
About you
We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.
Also, where and what you studied isn’t important to us. If you’ve got great experience, the right skills for the role and you’re great at articulating your thinking, we’d like to hear from you.
Restricted Stock Units in a profitable company
Wellbeing support - You and your family have access to an Employee Assistance Program, where you’ll be able to speak to qualified counsellors for support on anything that matters to you
6 weeks of paid sabbatical after 4 years at Wise on top of annual leave
National health insurance plan, with additional 3 health days per year, and sports allowance
Volunteering day off
Hybrid model of flexible working
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