Knowledge Management Specialist ( KYC)

at  WISE

Company Description
Wise is a global technology company, building the best way to move and manage the world’s money.

FOR EVERYONE, EVERYWHERE.

More about our mission and what we offer.
Job Description
The Knowledge Management team at Wise is on a mission to help us achieve Mission 0, enabling our teams to scale and provide exceptional service to our customers by creating and maintaining a centralized, easily accessible, and high-quality knowledge base. We are seeking a proactive self-starter with experience in the due diligence or fintech sector, who possesses a commercial mindset and a strong focus on customer centricity. Product exposure and experience are definite advantages.
As a Knowledge Management Specialist, your role will involve supporting the Knowledge Management Lead and the broader Knowledge Management team, focusing on our KYC function. You will work to ensure that our teams have the necessary information and knowledge management systems in place to facilitate rapid learning, deliver high-quality services, and continuously improve practices across the KYC function. Your efforts will help coordinate changes and improvements related to compliance and operational aspects, reducing risks of negative agent or customer experiences, ultimately contributing to Wise’s mission by lowering operational costs.
Utilizing your skills & expertise, you will excel at creating high-quality knowledge base articles by following the end-to-end knowledge management lifecycle. This includes mapping and documenting workflows in your domain—whether related to compliance, currency, or operational aspects—and keeping them current. Your contributions will aid in developing a centralized, user-friendly knowledge base, enhancing experiences for both internal and external customers.
You’ll support your lead in implementing our Knowledge Management Strategy and Framework, offering peer support through quality checks and content proofreading before publication. As an ambassador for our Knowledge Management strategy, you’ll help foster a culture of knowledge sharing at Wise. You’ll also lead meetings with stakeholders in operational and service teams, updating them on the KYC-related KM projects and initiatives you are spearheading.

QUALIFICATIONS

• You’re passionate. About customer experience, technology and making a difference for people in your work. These aren’t just lines on a job description, you genuinely enjoy what you do.
• You have great attention to detail. You’ll help build and maintain the knowledge base by using your domain expertise. Drive agent satisfaction and implementation projects, based on KPIs for your team and work with all other servicing teams as Continuous Improvement, Product, Training and Quality Assurance.
• You’re a self-starter. With a proven track record of taking individual ownership and solving problems creatively, you’ll design, develop, and document knowledge base articles, FAQ content, Quick replies/Admin emails in your domain while also developing and improving operational workflows in order to enhance efficiency.
• You’re reliable. You’ll be an ambassador for Knowledge Management as you effectively manage, delegate, oversee, or contribute to cross-team projects, no sweat - You’ve also got the ability to multitask and handle a varied workload, and you always take responsibility in challenging situations - In short, you get it done.
• You are results driven. You’ve got some experience and expertise in Knowledge Management and how to enable operational teams through an efficient KM strategy.
• You’re customer-focused. This should go without saying, but this is your guiding light. Our customers come first and we make no compromises on that, so you always have the customer’s best interest in mind and you cultivate this mindset into your teams.
  Additional Information

• Follow and execute on the Knowledge Management Lifecycle (E2E processes) for discovering, capturing, storing, sharing, applying and reviewing knowledge and information across the assigned domain (product or operational team)
• Convert implicit/tacit knowledge to explicit knowledge based on the KM E2E processes
• Identify embedded knowledge and information throughout the organisation, continuously improve it by eliminating outdated processes and establishing new procedures
• Promote knowledge and information sharing
• Lead Knowledge Management Specialist interviews and participate in Knowledge Management Lead interviews
• Serve as a subject matter expert to connect people with the relevant information, resources and knowledge holders in response to requests for information
• Participate and execute on monthly KM review cycles and daily rotation activities
• Document all project related tasks in the KM Jira board and meet deadlines while actively participating in and meaningfully contributing to sprint meetings, stand-ups, opening & closing ceremonies and project related meetings
• Proactively identify and reach out to knowledge holders and SMEs
• Keep knowledge base articles, FAQ content, Quick replies/Admin emails up to date by regularly reviewing the content and design to ensure consistently delivering high quality standards
• Support meeting KM Operational Level Agreements
• Drive KM initiatives and projects on the product and regional level
• Provide proofreading on all KM content prior to publishing
• Perform quality checks on knowledge base articles, FAQ content and Quick replies/Admin emails
• Identify knowledge transfer mechanisms and collaborate with the operational training teams on transferring knowledge and information to the relevant audience
• Collaborate with the QA team on reducing critical errors through driving impactful projects on the product or regional level
• Responsible for tailoring and improving the KM E2E, its operating procedures and design templates for new content creation
• Understand and build success criteria for your projects by building on the Application process thus driving data-based decisions to increase efficiency in operational teams
• Create SOPs for the KM team and document them in the KM handbook