Training and Knowledge Manager at Tek Experts

Responsibilities

• Design, lead, and continuously improve the training strategy for operations teams, aligned with business goals, service standards, and regulatory requirements.
• Lead the strategy, implementation, and ongoing management of the organization's knowledge management system (KMS).
• Oversee the development and delivery of onboarding, role-based, and cross-functional training programs to support growth, quality, and efficiency.
• Identify learning gaps and implement competency-based learning paths and certification frameworks.
• Establish training metrics, track outcomes, and measure effectiveness through KPIs, feedback, and performance data.
• Own and govern the operations knowledge base, ensuring content is current, structured, accurate, and easy to navigate.
• Promote a self-service culture by improving knowledge accessibility and usability for frontline teams.
• Act as a change agent during process rollouts, system upgrades, or new platform releases by delivering enablement strategies that ensure successful knowledge sharing and adoption.
• Collaborate with department heads, vendors, and SMEs to identify knowledge gaps and training opportunities.
• Serve as the central point of contact for all training and knowledge-related inquiries.

Qualifications

Education & Certifications

• Bachelor’s degree in Knowledge Management, Information Science, or related field.
• Experience with Learning Management Systems (LMS) administration.
• Familiarity with UX/UI principles for designing intuitive knowledge portals.
• Certified Professional in Learning and Performance (CPLP) – ATD.
• Knowledge-Centered Service (KCS) Certification – Consortium for Service Innovation.
• Certified Knowledge Manager (CKM) – KM Institute.
• Instructional Design Certification – ATD or equivalent.
• ServiceNow Certified Implementation Specialist – Knowledge Management (preferred if using ServiceNow).
• Microsoft Certified: SharePoint Administrator Associate (preferred if using SharePoint).
• ITIL Foundation (for process alignment and service management).

Experience & Skills

• 7+ years of experience in training, knowledge management, or learning & development, with at least 3 years in a leadership or strategic role.
• Proven success designing and leading training programs and knowledge strategies at scale in a fintech, digital services, or high-volume operations environment.
• Strong background in managing or governing knowledge bases, SOP libraries, and structured content.
• Expertise in managing and optimizing Knowledge Management Systems (KMS) such as Confluence, SharePoint, or ServiceNow Knowledge.