Roles and responsibilities

- Manage end-to-end knowledge operations, ensuring alignment with client requirements and expectations, monitoring KPIs and SLAs, and ensuring on-time project execution across multiple workstreams.
- Implement a quality management framework in alignment with centralized governance and standardize KM practices by creating SOPs and editorial guidelines.
- Establish and maintain the technical architecture, access management, and configuration of all knowledge base platforms to ensure system integrity, security, and optimal support for knowledge delivery.
- Maintain solid cross-functional relationships through proactive engagement and timely communication.
- This includes managing project status meetings and delivering accurate stakeholder reporting on key performance indicators.
- Drive team performance and career development by providing coaching, mentoring, and support, while managing team capacity and operational well-being to ensure high-quality service delivery.
- Champion the adoption of Generative AI and emerging technologies to enhance content quality, streamline content creation workflows,



and improve knowledge delivery efficiency.
- Utilize user feedback and data analytics to drive continuous process improvements.
- Design comprehensive reporting structures to monitor metrics such as user consumption, user feedback etc.
- Proactively identify, assess, and mitigate operational risks related to knowledge integrity, content compliance (e.g., policy accuracy, access control lists/ACL), and service delivery bottlenecks, ensuring timely and secure distribution of critical knowledge.
- Improve content discoverability and quality by applying SEO best practices and structured guidelines.
- Lead initiatives to audit and restructure high-impact articles for improved user experience.
- Provide rapid acknowledgement and investigation of escalations, maintaining transparent updates for all stakeholders until resolution.
- Lead the creation of new help centers by defining project scope, prioritizing content needs, and collaborating with cross-functional teams to ensure on-time delivery.

📌 Manager-Knowledge Management (Hyderabad)
🏢 Golden Opportunities
📍 Hyderabad