Knowledge Management Specialist - Assistant Manager – English – On site Johannesburg-CPG046018 at Genpact

Responsibilities

• Manage and report on the following pillars of Knowledge Management 
• Knowledge Management:
• New Hire Integration
• Create and maintain robust induction plans
• Create, align, and track new hire learning paths
• Grant License to Operate (LTO)
• Standard Operating Procedure (SOP) Management
• Ensure that SOPs, Work Instructions, and operations training documents are maintained, updated and accessible and conform to quality standards.
• Robust Back-Up Structure
• Ensure back-up structure for Operations is maintained and that relevant training, testing and documentation is updated.
• Ongoing Performance Improvement
• Ensure regular PKT (Process Knowledge Assessment) are delivered, training needs are identified, and remedial training and re-testing are completed
• Process Trainer Structure
• Identify, certify, and manage process trainers through a robust framework.  Work closely with the process trainers, who are responsible to create the content and deliver the training for the new hires, and for ongoing performance improvement.

Other:

• Support and participate in the delivery, management and reporting of Service Management activities.
• Surprise Free Operations (SFO) Framework:
• Business Continuity Plan (BCP)
• Service Management Systems and Projects
• Quality Control Auditing
• Actively participate in LDT (Lean Digital Transformation) and Process Mining initiatives to drive value generation and client satisfaction. 
• Work towards developing proficiency in Process Mining and becoming a subject matter expert in an allocated Operational process.

Qualifications we seek in you

• University degree in any discipline (or equivalent relevant work experience)
• Prior experience in training/knowledge transfer, service management, or reporting (advantage) OR,
• Prior experience in an operational role (financial).
• Effective analytical and problem-solving skills with a customer centric approach – should be able to foresee issues and suggest solutions, with impactful data.
• Outstanding planning and organising skills and a detail orientation.
• Excellent interpersonal skills.
• Effective presentation skills.
• Excellent verbal and written communication skills.
• Excellent MS Word, Excel and PowerPoint and SharePoint skills.
• The ability to create complex Excel tables and reports is an advantage.
• Passionate, committed to learn and make learning impact felt in the business.
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.

Preferred Qualifications/ Skills

• Focus on Customer satisfaction.
• Self-motivated, independent, and curious.
• Able to deal constructively with change and ambiguity.