Knowledge Manager - Training / Knowledge Management Lead

‎Position: Knowledge Manager - Training / Knowledge Management Lead

‎Location: Cebu City

‎Work Setup: Onsite

‎Work Schedule: Shifting schedule, including weekends and holidays as required

‎Salary: 70,250

‎Target Start Date: August 14, 2026

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‎About the Role

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‎We are seeking a Knowledge Management Lead to drive knowledge management initiatives, ensure the accuracy and accessibility of knowledge resources, and support operational excellence through effective documentation, training, and stakeholder collaboration.

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‎Key Responsibilities

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‎Develop, maintain, and improve knowledge management processes and documentation

‎Ensure knowledge base articles and operational documents are accurate and up to date

‎Collaborate with Operations, Training, Quality, and support teams to identify knowledge gaps

‎Support account setup, transitions, and knowledge transfer activities

‎Monitor knowledge utilization and recommend improvements

‎Manage trainers and training-related initiatives where applicable

‎Drive continuous improvement initiatives related to knowledge management

‎Ensure compliance with ITIL practices and organizational standards

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‎Qualifications

‎Bachelor's Degree in a relevant field

‎Strong communication, stakeholder management, and problem-solving skills

‎Strong analytical skills and attention to detail

‎Excellent time management and multitasking abilities

‎Strong interpersonal and collaboration skills

‎ITIL Certification (required)

‎Willing to work onsite in Cebu City on shifting schedules

‎BPO experience is required 

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‎Work Experience

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‎4–6 years of relevant experience, with at least 3 years in Service Desk and/or Knowledge Management roles

‎Knowledge Management experience in a BPO/ITO environment

‎Experience in account setup or transition activities is preferred

‎Experience managing trainers is an advantage

‎Clinical/Healthcare experience combined with Service Desk experience is highly preferred