As part of the Service Management organization, the KPE Team Leader leads the KPE / KPPE / CX Support team and ensures that business knowledge is accurate, up to date, and accessible across all contracts and delivery centers. The role also includes dedicating time to hands‑on KPE & KPPE activities.
The KPE TL coordinates knowledge updates, ensures the reliability of the Knowledge Base, and protects the defined business scope by identifying risks or discrepancies and alerting Service Management when needed.
Working closely with Trainers and Training Managers, the KPE TL ensures that trainings are delivered with fully accurate and validated information.
Finally, the KPE TL works with their team to drive a proactive approach to continuous improvement, process optimization, and waste elimination.
Core duties and responsibilities:
- Management of team of specialists including their development areas in both, soft and hard skills; set goals and
priorities, distribute deliveries and assure follow-up;
- Communication with ordering client especially with Policy makers, business owners and knowledge related
entities;
- Processes - define solutions in procedures, proactive seeking of client's needs, look for improvements in
efficiency, design workarounds if needed;
- Evaluate and decide methodically how to provide updated information to the targeted audience;
- Implementations - participate on implementation projects as a partner in area of knowledge and trainings,
contribute to training module creation;
- Knowledge base - in the existing knowledge base (based on Steering agreement) assure that all sources are up
to date;
- Training - co-responsible for training content, to initiate trainings on changes in close cooperation with Service
Delivery teams, to assure all training materials are updated according to defined procedures;
- Quality - co-responsible for quality control, in close cooperation with Service Delivery teams, to ensure quality
conformity control takes in consideration all process requirements;
- The role also includes dedicating time to hands‑on KPE & KPPE activities;
Work experience:
- Business knowledge of at least one major activity;
- Analytical thinking, ability to desribe and analyze processes;
- Organized, good administrator skills;
- Business communication;
- Managerial skills to manage a team.
Deadline to apply is 14th May.
Assessment center will be held from 18th to 21st of May.
Start of new position will be 1st of June.
