Executive search firm Monroe Consulting Group is recruiting on behalf of one of the world's largest providers of financial markets data and infrastructure. Our reputable client is currently searching for Senior Manager, Knowledge Management Content Strategy & Editorial who is amenable to work in a hybrid set up under EMEA/UK hours. The office is located in McKinley Hill Taguig.
About the Role:
The Sr. Manager for Knowledge Management Content Strategy & Editorial will set the direction for digital customer support experience, leveraging knowledge as a key differentiator for the internal support. The position will design the optimal experience for presenting answers to customers either through empowering Customer Support Executives to provide fast and complete answers to customers resolving their query at first touch; or through digitally providing an instant answer directly to customers during tool query ingestion deflecting the query away from human support. The role will further explore to leverage Knowledge Management tools across other operations team to empower the team to use the right information to complete BAU tasks where applicable. In this role, you are also responsible to lead and manage a team of specialist driving Knowledge Management content and strategy across teams.
This role will work closely with:
- Customer Support Leadership Team
- Technology
- Customer Proposition
- External vendors and technology providers
- Other groups within Performance Excellence
- Operational Excellence
Key responsibilities include:
- Develop industry thought leadership in the use of AI and digital query management as drivers of customer experience
- Drive organizational awareness of industry trends related to knowledge management and query resolution
- Own the strategy and governance of knowledge management workflow across organization
- Support, own and drive transformation projects in KM
- Set direction for embedding a knowledge management capability in LSEG Customer Support workflow
- Act as the primary interlock between Customer Support, Process Engineering & Automation, Customer Proposition, and Technology to ensure alignment around Knowledge Management Strategy
- Develop metrics and success KPIs that capture the full customer journey from the beginning of the digital interaction through the successful closure of the query including customer sentiment
- Drive continuous improvement of knowledge management capability.
Key requirements include:
- Significant experience managing customer support or operational support functions
- Expert level knowledge of customer support workflows and customer experience drivers
- Deep expertise with service technology and industry trends (i.e. CRM, query routing, call flow, Artificial Intelligence, Live Chat, knowledge management)
- Ability to drive business outcomes in a highly complex global matrix environment
- Ability to develop strategy and influence senior leaders
- Proven experience in team and people management
- Strong interpersonal skills with all level of staff with excellent verbal and written communication
- Excellent planning, administration and organization skills
