Knowledge Management Specialist

Role: KM Specialist

Title:  Knowledge Management Specialist

Location: Bangalore

Reporting to:  Training Manager, CX

About Phonepe : 

PhonePe is India’s leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app that offered money transfers to individuals and merchants, recharges, and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.

About Customer Experience Function : 

At PhonePe, the customer experience team takes full ownership of customers’ problems and strives to provide quick and meaningful resolution. They are the ones bettering our product every day with real-time insights and customer feedback.

Function Summary: 

The primary goal of PhonePe CX T&Q is to build world-class learning capabilities for maximum impact on business, and consistently deliver an exceptional experience to our customers. We coach the employees to do their jobs effectively, help them be engaged, productive, and efficient

Job Objective: 

• The Knowledge Management Associate will program manage all knowledge-related activities, including the management, capturing, sharing, and accessibility of knowledge assets. 
• They are required to work alongside stakeholders, and internal (trainers) and, to promote and optimize the usage of the CX BU’s knowledge assets. 
• Knowledge Management Associates are expected to keep himself/herself accountable for compliance with the department's expectations and complete end-to-end management of the Decision Tree creation and knowledge Management rollouts.
• Ensure Knowledge management-based reporting & communication at all levels and promote collaboration with regular Knowledge Checks via gap analysis and mitigation. 

Role Expectations:(KPIs/KRAs of the role)

• Promoting collaboration and knowledge sharing through defining, supporting, and encouraging the use of knowledge to employees of all skill levels and roles
• Ensuring that knowledge technologies (LMS, DT, Training Contents) are up-to-date and working according to function.
• Controlling the accessibility and flow of knowledge within the organization and to external parties via LMS and DT 
• Monitor progress by leveraging analytics to assess the impact, engagement, functionality, and effectiveness of knowledge management strategy
• Providing relevant coaching, training, and support to champion a knowledge management culture
• Design and develop DT & KM Rollout content, organize knowledge base, and publish process updates via LMS and other channels
• Build a structured approach to keep the DT & KM accurately available for the business and agents. Collaborate with trainers to keep the new hire training content, decision trees, knowledge base, and curriculum updated
• Monitors the performance of  agents on the floor tenure-wise, identifies adoption gaps, and creates & conducts relevant KT programs in collaboration with the Trainers
• Coordinates efforts with various stakeholders to assist in the DT / KM improvement
• Collaborate with the stakeholders to identify opportunities to improve existing processes, analyze existing workflows, identify bottlenecks, and suggest and implement enhancements to enhance the quality of content and agent experience.
• Foster a culture of continuous improvement, encouraging innovation and creative problem-solving to enhance overall KM effectiveness

Experience, Skills, Qualifications:

•  Effective communication skills: Ability to help others understand the nuances of customer-facing communication across channels,  aiding in promoting a culture of knowledge-sharing that is enabled through guidance and learning.
• Stakeholder Management: Ability to effectively manage and govern internal and external stakeholders to accomplish a shared business vision/goal on Knowledge Management
• Team Player: Is an astute team player and can collaborate effectively with CrossFunction team and trainers to help build an atmosphere of partnership and accountability. Ideal candidates possess soft skills, collaboration skills, effective communication, problem-solving, coaching, and teamwork skills. 
• Change Management: As custodians of KM in a fast-paced and knowledge-driven environment, you will have to be able to identify concepts and ideas and come up with solutions quickly.Recognizes the need for KM rollout and works to move people, processes, and systems in a new direction
• Knowledge Management: Designs well-organized knowledge content that fits the needs of learners with a broad range of knowledge and skills. You will be well-equipped with the knowledge base features, and LMS functionality and can communicate this to teams effectively. Making sure that the right knowledge goes to the right people, and that this information is promptly applied to business activities
• Monitoring and Evaluating KM Rollout Effectiveness:  Utilizes methods of assessing KM Rollout effectiveness, including gauging learning transfer, learner interest, satisfaction, and needs. Uses behavioral objectives in measuring the extent of participants’ learning and utilizes internal LMS tools to drive learning
• Technical Skills:  Strong computer and MS Office skills,  LMS  & BI tools

Preferred Qualifications:

Bachelor's degree in content management, computer science, library science, or a related field. KM certificates from institutions like the Knowledge Management Institute.

Prior Knowledge Management experience in a Customer Service environment assisting in achieving organizational Knowledge Management goals