Knowledge Management Specialist

Were looking for Knowledge Management Specialists to join our team within the CS KYC and FinCrime domains. 

Purpose of the role

The main purpose of the Knowledge Management Specialist role is to contribute to the building and maintenance of Servicing Teams centralised knowledge bases as well Product Functions to enable scalable solutions & driving process optimisation. 

As a Knowledge Management Specialist you will use your technical writing expertise on the applicability of the KM E2E lifecycle to perform operational activities focused on our Knowledge Bases management to enable the best customer outcome. Your roles primary focus is defined by your Content Writing contributions with your secondary focus being around flagging Knowledge Gaps and improvement opportunities. To achieve that you follow the standard operating procedures and other internal guidelines to deliver high quality materials that close knowledge gaps convert tacit knowledge into explicit knowledge and support the needed compliance requirements of the given topic. You have a good understanding of the Knowledge Management teams strategy and are able to correlate it to your responsibilities and contributions. You will provide support to your peers and act as an ambassador for the Knowledge Management strategy and framework as well as contribute to building a knowledge sharing culture at Wise.  

Activities performed on the job

• Knowledge Base Management

  • Perform content creation and content management on non-customer facing Knowledge Base articles in Confluence (or other tools required to your job) while adhering to KM internal processes

  • Acts on Jira ticket requests around content management to perform content creation content updates and content archival as well as following the proper guidelines on ticket handling to ensure labels status and comments are properly added on the Jira tickets

  • Maintain high content accuracy and compliance with internal guidelines ensuring all content updates align with regulatory and style standards

  • Follow the E2E guidelines to develop and maintain simplified process flows and visual aids to document workflows on Knowledge Bases ensuring accessibility for stakeholders.

  • Contribute to Knowledge Base Management upkeeping by following the steps on KM E2E lifecycle to create and manage content inventories and content repositories taxonomy & KM Sandbox or BackOffices

  • Identify knowledge & process gaps and improvement opportunities from BAU and agent feedback and provide informed suggestions to ensure relevant feedback is implemented in future articles.

  • Able to analyse problems identify root causes and contribute to the corrective actions driven by KM Senior Specialists

  • Support with audits on Knowledge Bases and Processes

• Workload Management & Peer Assist

  • Assist in onboarding new joiners and support specialists needing extra support

  • Available to host side-by-sides when needed

  • Follow guidelines on workload management by adhering to Jira Board updates as well as operational work schedules

• Team Communication & Meetings

  • Participates and engages on assigned team meetings

  • Participates and engages on one-on-one meeting with Team Leads displaying proactiveness around your development

  • Asks for and gives feedback to peers stakeholders and leads via Anytime Feedback as well as within GrowWise cycles for Self-Review

  • Acts as a Knowledge Management ambassador by actively facilitating collaboration and communication across Servicing Teams & Product Functions and individual Knowledge Holders (KHs) to increase knowledge retention across all functions at Wise

• Personal Development

  • Take ownership of personal development by engaging in learning opportunities upskilling and contributing to team knowledge-sharing initiatives

  • Complete compulsory courses

Qualifications :

• Youre a skilled writer you use advanced technical writing skills to convert complex information into usable knowledge for the right audience.

• Youre a problem solver you proactively identify knowledge and process gaps and suggest improvements.

• You manage your workload effectively you use practical strategies to prioritise tasks and adapt to changes while maintaining high quality.

• You collaborate seamlessly you communicate with various audiences build strong relationships and work with your team to achieve goals.

• You take ownership you take full responsibility for assigned tasks and continuously drive performance improvement to meet or exceed KPIs.

• Youre data-driven you understand how to use data to measure the impact of your work and support decisions.

• You embrace change you stay updated with changes readily embrace new processes and adapt quickly to shifting priorities.

• Youre customer-focused you prioritise customer satisfaction and advocate for customer needs within the organisation.

• You communicate openly you demonstrate great listening skills empathy and patience and give and receive timely and specific feedback.

• You foster a supportive environment you challenge arguments not individuals and recognize when to ask for help.

If youre interested in the position please apply by submitting your CV and Cover your cover letter please answer the following question:

• The vision of Service Experience at Wise is to enable operations to scale improve customer experience and mitigate risk.
  How does the work of a Knowledge Management Specialist impact these priorities 

Additional Information :

About the role

• Please apply by submitting your CV and cover letter in English. Applications in Portuguese will not be considered.

• Your first three months at Wise will be 100% fully in person at the office from Monday to Friday.

• After successfully passing your probation the role will be hybrid (3 days in the office and 2 days working from home).

• Expected start date for this position is May 5th

• You must be legally authorized to work in Brazil.

• Starting salary: BRL 7300.00 Monthly 

• RSUs in a rapidly growing company

• An annual self-development budget

• Health and dental allowance for you and your dependents

• Company-paid: Life Insurance and an EAP program

• Paid time off: 30 days vacation 3 Me days 1 volunteer day annually

• A paid 6-week sabbatical leave after four years

• 18-weeks of paid parental leave after a year with us and child care assistance

• Transportation vouchers

• Meal (708 BRL per month) and food (1166 BRL per month) vouchers

• TotalPass access to 3500 gyms and studios throughout Brazil

• Click here to learn more about the benefits that we offer at Wise

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

Were 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.

If you want to find out more about what its like to work at Wise visit .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Remote Work :

No

Employment Type :

Full-time