Customer Care Knowledge Management Lead
At Cathay Pacific, we share one common aspiration: to be the world's best airline. We believe in looking for the best in our people, in working as a team, in doing the right thing by our shareholders and our communities.
With a global team, we offer a diverse range of career choices and opportunities - in the air, on the ground; in customer service, in the office; managerial or professional roles. Our team of great people each plays a key role to deliver the quality service that we are famous for.
Highlight
To support the CCD Policy, Standard and Quality Assurance Manager by contributing strategically and operationally on building, maintaining Customer Care related knowledge of Knowledge Management system.
Responsibilities
- Responsible for developing best in class knowledge management taxonomy, governance and processes for CCD
- Promote the usage of KM and accountable for driving KM adoption at Customer Care to maximise the usage of the portal within the department
- Support the CCD Knowledge Management team to prioritize the contents to be built, map out the effort required with timelines and ensure adequate resources are arranged and deliver on time
- Lead the CCD KM team on building and maintaining the contents in KM system, ensure proper governance and quality checks are in place
- Analyse and review feedback from Customer Care teams. Look for and drive enhancements to contents, formats and/or functionalities, to ensure contents built into the system are fit for CCD operations
- Work closely with Digital, IT and the vendor to push forward enhancements of KM system basing on the reports and feedback from CCD teams
- Support change management activities arising from KM adoption
- Arrange resources in supporting development and UATs on enhancements and implementation of new features to ensure smooth cutover at CCD
- Drive the upstream Business Units to upload promotions and updates into KM system by using pre-defined template
- Lead the process architects and ensure new and legacy processes are streamlined
- Promote the usage of KM and accountable for driving KM adoption at Customer Care to maximise the usage of the portal within the department
- Support the CCD Knowledge Management team to prioritize the contents to be built, map out the effort required with timelines and ensure adequate resources are arranged and deliver on time
- Lead the CCD KM team on building and maintaining the contents in KM system, ensure proper governance and quality checks are in place
- Analyse and review feedback from Customer Care teams. Look for and drive enhancements to contents, formats and/or functionalities, to ensure contents built into the system are fit for CCD operations
- Work closely with Digital, IT and the vendor to push forward enhancements of KM system basing on the reports and feedback from CCD teams
- Support change management activities arising from KM adoption
- Arrange resources in supporting development and UATs on enhancements and implementation of new features to ensure smooth cutover at CCD
- Drive the upstream Business Units to upload promotions and updates into KM system by using pre-defined template
- Lead the process architects and ensure new and legacy processes are streamlined
Requirements
- Tertiary education or above. Degree in Knowledge management will be a plus
- Seasoned practitioner with strong knowledge of KM concepts and principles
- Ability to work collaboratively across with internal departments and external vendors
- Detailed minded, strong analytical abilities, planning and organization, critical thinking skills
- Curious, meticulous, self-motivated and strong continuous improvement mindset
- Team player with strong communication & interpersonal skills, able to share effectively across different business streams
- Excellent command of both spoken and written English. Chinese languages (Cantonese and Mandarin) proficiency preferable
- Strong bias for action, including the ability to juggle multiple priorities and excel in a lean work environment
- Contact centre operations experience will be a plus
- Seasoned practitioner with strong knowledge of KM concepts and principles
- Ability to work collaboratively across with internal departments and external vendors
- Detailed minded, strong analytical abilities, planning and organization, critical thinking skills
- Curious, meticulous, self-motivated and strong continuous improvement mindset
- Team player with strong communication & interpersonal skills, able to share effectively across different business streams
- Excellent command of both spoken and written English. Chinese languages (Cantonese and Mandarin) proficiency preferable
- Strong bias for action, including the ability to juggle multiple priorities and excel in a lean work environment
- Contact centre operations experience will be a plus
Salary
Negotiable
Location
Validity
Expired