Knowledge Manager

Job title:

Job Description:

The Knowledge Manager will work closely with both the operational areas and the client to ensure that colleagues are always equipped and have the right information to handle all customer queries.

Responsibilities:

• Overhaul existing knowledge management systems and structures and create a future proof fit for purpose solution.
• Manage relationships with client to ensure that all information is represented accurately and is up to date.
• Ensure that knowledge is kept up to date as part of the change process.
• Act as primary point of contact for all matter’s knowledge related.
• Liaise with Tech to scope IT possible enhancements.
• Create and manage business knowledge tests process across all sites.
• Provide reporting on knowledge tests and usage of the system.
• Engage with the operation to continually identify opportunities to enhance knowledge and usage of the knowledge management system.
• Work with the client to provide an appropriate solution that can be replicated across sites
• Identify opportunities to share best practice and enhance the knowledge management capabilities within the account.
• Act as a Subject Matter Expert (SME) for knowledge management.
• Host Team Meetings for their regions Knowledge Analysts.
• Coach and develop Knowledge Analysts in their region.
• Line Management responsibilities for a team of Knowledge Analysts.

Professional know how:

Academic:

• Grade 12 / Matric

Experience:

• 24 Months tenure within Capita SA
• 3-4 Years’ experience gained within a Learning & Development space.
• 2 years Digital Content experience
• Management/Team Lead experience – essential

Key Skills and Behaviours:

• Excellent analytic and data management skills
• Excellent communication, both verbal and written with attention to detail
• Self-motivated with great planning and organisation skills
• Manage time effectively to deliver to tight deadlines and able to prioritise multiple pieces of work
• Problem solver who can create appropriate solutions to support business needs
• Great stakeholder and relationship management skills
• Positive, professional, and proactive at all times in relation to both internal and external colleagues
• Line Management experience preferred

Key Technical Activities:

• Microsoft Office Package – Word, Excel, PowerPoint.
• Verbal and Written Communications skills.
• Understanding of how Knowledge Management systems work.

Management/Supervisory Responsibility:

This position has a management responsibility.

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

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