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JOB SNAPSHOT
Knowledge / Quality Manager (ICT_TECH SD_2024_23R)
Manila, PH
Our business is committed to providing and supporting excellent Client Experience with effective and efficient service management processes and practices. Our focus is to ensure that our ITSM processes are fully integrated and aligned across our teams and enabled in creating value with our stakeholders.
With this, we are looking for an exceptional Knowledge Manager to help us deliver success for our ITSM process design and improvement initiatives.
The Role
- Establish and manage the team’s Service Knowledge Management System and Process
- Coordinate the knowledge management culture and capabilities building process across the teams.
- Define and assign knowledge team roles and hold the knowledge team accountable and empower commitment.
- Deploy training, communications, and awareness programs related to service management processes.
- Manage and align internal training on headline activities that impact knowledge management across teams.
- Monitor and review the activities of the teams that participate in the knowledge management practice.
- Conduct regular and ad hoc practice analysis, and initiating improvements to the practice, procedures, used methods, and tools.
- Ensure all knowledge items are made accessible to those who need them in an efficient and effective manner.
- Align teams on usage of tools, templates and coordinate knowledge articles creation and submission.
- Oversees the controlled knowledge items of our services to ensure accuracy and viability.
- Ensure creation of external knowledge articles based on internal documentation for Client use.
- Support knowledge article creation from new product releases and ensure access across teams.
The Requirements
- At least 5 years’ professional experience in Knowledge Management / Process Design / Operational Excellence function in a shared services environment preferably on a global team
- Proven ability to collaborate effectively with cross functional teams, and lead knowledge teams in their delivery.
- Demonstrated ability to identify and drive continuous improvement.
- Proficiency in knowledge bases and MS Office applications such as Visio, Excel, PowerPoint, Word, PowerBI
- Excellent written and verbal communication skills in English as a minimum
- Project Management and Prioritization skills
- Ability to quickly learn and navigate new processes, tools, people, and cultures.
- Ability to manage stakeholders to ensure execution of projects across teams.
Advantageous for the position
- University Degree Holder
- ITIL Certification
- KCS Certified
WTW is an Equal Opportunity Employer
UNSOLICITEDCONTACT
Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer. If you would like to have your contact information saved for future consideration, please email: Agency.inquiries@willistowerswatson.com.
OUR OFFICES
Our colleagues serve more than 140 countries and markets around the world. This gives a global dimension to everything we do and creates lots of exciting opportunities for you to collaborate and grow. Explore the map below to see where you career could take you.
Meet our people
Massimiliano Abri
Burn Domingo
Theodore Coteok
Karuna Jose
Ana Cristessa Nabuab
Nichelle Daulby
Roberta Jones
Shadab Hemani
Donna O'Riordan
Mitch Dauz
Kerstin Plag
Anna Stonelake
Elise Hunt
Mathew Stewart
Ritu Batheja
Matice Morris
Catarina Carvalho
Soumya Kurup
Leonardo Araujo
Karan Patel
Poonam Yadav
Tom Leigh-Eldredge
Karan Rai
Felipe Pradel
Michael McConnell
Mel Scrutton
Irene Larbi
Kingsley Wang
Charlie (Charlotte) Garrod
Laura Punzón
Nick Alexander
Benjamin Tessier
Paul Dowding
Pei Wang
Emma White
Basil Al Hatoum
Jasmin Bedi
Anshul Garg
Emily Reading
Dominic Ferrari
Suzanne Vaughan
Nuno Arruda
Salmaan Saeed
Massimiliano Abri
Burn Domingo
Theodore Coteok
Karuna Jose
Ana Cristessa Nabuab
Nichelle Daulby
Roberta Jones
Shadab Hemani
Donna O'Riordan
Mitch Dauz
Kerstin Plag
Anna Stonelake
Elise Hunt
Mathew Stewart
Ritu Batheja
Matice Morris
Catarina Carvalho
Soumya Kurup
Leonardo Araujo
Karan Patel
Poonam Yadav
Tom Leigh-Eldredge
Karan Rai
Felipe Pradel
Michael McConnell
Mel Scrutton
Irene Larbi
Kingsley Wang
Charlie (Charlotte) Garrod
Laura Punzón
Nick Alexander
Benjamin Tessier
Paul Dowding
Pei Wang
Emma White
Basil Al Hatoum
Jasmin Bedi
Anshul Garg
Emily Reading
Dominic Ferrari
Suzanne Vaughan
Nuno Arruda
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July 24 @ 3:00 pm - 6:00 pmOLA Early Career Symposium
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