Knowledge & Process Excellence Lead

About This Gig

We are seeking a Knowledge & Process Excellence Lead to design, implement, and maintain a robust knowledge management framework that supports operational excellence, continuous improvement, and compliance across all service areas. The role requires excellent communication and stakeholder engagement skills, strong organisational and analytical abilities, and experience in managing knowledge resources in a regulated environment. Requirements Design and maintain Standard Operating Procedures (SOPs), process guides, knowledge articles, and customer communication templates that drive consistency and deliver improved customer outcomes. Design and implement knowledge assessments to measure team competency, identify gaps, and reduce the risk of quality failures. Provide expert training and guidance on knowledge management tools, methodologies, and best practices to enhance organisational capability such as CO Pilot, Chat GPT, AWS. Support workshops (e.g., Customer 360 resolution workshops

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