Manager Knowledge Management Content Strategy & Editorial

Taguig, Philippines

Job Description

The Manager, Knowledge Management Content Strategy & Editorial will set the direction for digital customer support experience, leveraging knowledge as a key differentiator for Refinitiv 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 MyRefinitiv query ingestion deflecting the query away from human support. The role will further explore to leverage Knowledge Management tools across other operations team in D&A 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 D&A 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
Responsibilities:
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
Set direction for embedding a knowledge management capability in Refinitiv 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
Qualifications:
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
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
Please take a moment to read this carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, .
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
The Manager, Knowledge Management Content Strategy & Editorial will set the direction for digital customer support experience, leveraging knowledge as a key differentiator for Refinitiv Support. The position will design the optimal experience for pre

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Job Detail

  • Job Id
    JD1098445
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Taguig, Philippines
  • Education
    Not mentioned