Responsibilities

We are looking for a meticulous and proactive Knowledge management Specialist to oversee and improve training material for nationwide. This role ensures that our services consistently meet internal benchmarks and regulatory requirements while driving initiatives to reduce errors and improve service reliability.

• Develop, review, and maintain standardized procedures across all business functions.
• Ensure all operational processes are aligned with company policies and compliance requirements.
• Collaborate with cross-functional teams to validate and update process standards.
• Document all processes, systems, and feature updates into clear and structured SOPs (Standard Operating Procedures), Work Instructions (WIs), and Training Materials.
• Ensure all documents are accurate, up to date, and aligned with the latest operational practices.
• Coordinate with process owners and system developers to capture changes or enhancements in real time.
• Maintain and update the company's Knowledge Portal as a single source of truth for all SOPs, WIs, and learning materials.
• Ensure accessibility, version control, and proper categorization of documents.

Qualifications

Minimum Qualifications

• Bachelor's degree in Business Administration, Industrial Engineering, Communication, Information Systems, or a related field.
• Strong analytical and documentation skills (able to translate processes into clear SOPs/WIs).
• Good understanding of business processes and operational workflows.
• Proficiency in using tools such as MS Office, or other knowledge management platforms.

Preferred Qualifications

• Having a background in Operations or Process Improvement is an advantage.
• Excellent communication and collaboration skills across departments.
• Attention to detail and consistency in writing and formatting documents.
• Basic understanding of training material development and e-learning tools is a plus.