Knowledge Management Lead

Your role at Exness:

As a Knowledge Management Lead, you will be responsible in developing and maintaining the KM framework implemented across site operations and driving continuous improvement of this framework in collaboration with key stakeholders and the KM team members. 

Leading key directions of the team's business.

You will:

• Evaluate, revise, and continuously improve the KM framework workflow and procedures as the organization scales.
• Liaise with stakeholders from different departments to keep track of new information and update the knowledge base accordingly. Conveying new information
•  across various departments within 24 hours of release -/changes
• Responsible for implementing appropriate systems, policies, and processes to transform the use of information and improve the company's expertise and understanding
• Take the lead on the knowledge base and communication tools issues and development in collaboration with product developers and third-party KB software providers
• Act as an expert and contribute knowledge and experience across all levels of the organization if required.
• Assist in establishing and maintaining company-wide processes if necessary
• Work in close contact with Training and QA teams to improve customer-facing teams' knowledge and drive knowledge-related initiatives across the company
• Take the lead in encouraging employees to share knowledge, ensuring they are aware of the knowledge management resources available to support their work, are appropriately trained, and are using the systems efficiently and productively
• Design, organize, and manage monthly/annual assessments to measure support team knowledge
• Allocate workload related to owned initiatives
• Work closely with relevant stakeholders across the company to ensure an accurate implementation of the assigned initiatives.
• Participate fully in the team, taking part in regular team meetings, and give feedback and ideas to colleagues and to management to manage the Knowledge Base.
• Manage, maintain, and develop the company’s internal knowledge base and other KM resources so that relevant information is accessible to clients. Undertake any operational tasks in case ofa  high load of the operations team.
• Undertake any other ad-hoc tasks assigned by the Line Manager or any other superior from Division/Department management as and when required.

What makes you a great fit:

• Excellent command of English, with advanced writing proficiency
• Bachelor's or master's degree in knowledge management/computer science/ information science/business/economics/finance / instructional design would be an advantage
• Minimum working experience in knowledge management: 3 years hands-on
• Previous experience in fintech companies will be an advantage
• Excellent communication skills and good presentation skills
• Experience in information management (codification, content management, information processes, taxonomies)
• Experience in managing knowledge bases (information architecture)
• Experience in using and administrating Jira, Confluence, Slack, including creation of Jira Automations, setting up integrations between these or other similar products. Ability to create simple automations using Google Apps Script.
• Copywriting experience would be an advantage
• Must be independent, self-motivated, show initiative and a strong sense of ownership /responsibility
• Supportive of company-wide goals and objectives, deliver department /team results and key objectives
• Ability to research, organize, plan, multitask, and exercise time management
• High level of attention to details
• Stakeholder engagement skills: listening, negotiation, consulting, advocacy
• Fast-learner with good analytical skills
• Ability to deal with a  high load of information and ambiguity
• Ability to simplify complex concepts with clarity in writing
• Good creative thinking skills and ability to address issues proactively
• Research, planning, organizing, time management, and high level of administrative skills
• Problem solving skills and ability to adapt fast to change
• Highly motivated and able to work under pressure
• Ability to take initiative and work independently
• Experience in forex or financial services would be an added advantage
• Certified Knowledge Manager (CKM) certification will be an advantage
• Experience in project management will be an advantage
• Experience in prompt engineering. Past experience in training LLMs will be an advantage

Your journey after applying:

• TA interview
• Test Task
• Interview with the hiring manager