Knowledge Management Specialist (Contact Centre)

About Trust Bank Singapore

Trust Bank Singapore is a digitally native, customer experience-focused bank dedicated to delivering exceptional service. Working in a fast-paced and collaborative environment, team members encounter unique challenges daily and contribute to shaping the future of banking.

Role Overview

We are seeking a proactive Knowledge Management Specialist to join our Customer Care team. This role involves managing and enhancing a centralized knowledge repository, developing training materials, and driving process improvements through data analysis. Collaborating with stakeholders, the specialist will optimize workflows, improve customer interactions, and support strategic initiatives that cultivate a culture focused on customer satisfaction. The position reports directly to the Contact Centre Excellence Lead.

Key Responsibilities

• Create, maintain, and update the knowledge management system to ensure information remains accurate and current with new products and features, retiring outdated content.
• Establish and enforce documentation standards and content guidelines.
• Develop clear, concise, and engaging learning materials that empower team performance.
• Manage the entire content lifecycle for assigned product verticals, including Help Centre updates and AI testing.
• Analyze customer needs to enhance engagement and deliver positive experiences.
• Identify inefficiencies and broken customer journeys by examining common contact drivers.
• Support existing and new customer journeys to prioritize zero-contact processes and first-contact resolution.
• Work with stakeholders to redesign workflows for operational efficiency and superior customer service.
• Perform large data set analyses and translate insights into actionable initiatives aligned with customer service strategic goals.
• Develop and monitor key performance metrics to assess the effectiveness of initiatives.
• Exceed established Customer Care KPIs while upholding high quality and service standards.
• Promote a culture of customer obsession through empathetic, high-quality service and streamlined procedures.
• Manage production issues comprehensively ensuring timely resolution to minimize operational disruptions.
• Provide support on various ad hoc responsibilities as needed.

Required Qualifications and Skills

• University degree holder with 1 to 3 years of experience in banking, preferably within a fast-paced contact centre environment.
• Solid understanding of banking and financial products.
• Experience in knowledge management practices.
• Familiarity with agile and SCRUM methodologies or similar frameworks.
• Preferred knowledge of banking control frameworks and governance structures.
• Exceptional listening, written, and verbal communication skills.
• Service-oriented mindset with a positive approach focused on delivering differentiated customer experiences.
• Proficient with Microsoft Office applications, especially Excel and PowerPoint.

Technical Competencies

• Knowledge of contact centre metrics at a core level.
• Strong writing capabilities.
• Competency in MS Office Excel and PowerPoint.

Work Culture & Inclusion

Trust champions an inclusive, open-minded workplace, welcoming individuals as they are. We focus on the quality of work and dedication rather than background or personal characteristics. Our equal opportunity commitment prohibits discrimination and harassment of any nature and fosters a respectful, inclusive environment for all employees regardless of age, gender, physical ability, race, religion, family status, sexual orientation, or any other protected status under applicable laws.

Privacy

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