Knowledge Delivery Senior Lead

Benefits

Additional Information

The Knowledge Delivery Senior Lead serves as the strategic architect for a specific operational domain (e.g., KYC, FinCrime, Customer Support), unifying Knowledge Management and Training into a single, high-velocity operational asset. This role owns the domain's Knowledge Delivery roadmap, ensuring total alignment between instructional logic and live knowledge tools to drive agent proficiency and regulatory safety. As a strategic partner to Senior Operations Leadership (L6+), the Senior Lead translates complex business requirements into integrated KD strategies that deliver measurable improvements in decision accuracy, speed to competency, and risk mitigation. Activities performed on the job Knowledge Delivery Strategy & Roadmap Ownership Integrate the global Knowledge Delivery strategy into a domain-specific roadmap, ensuring Knowledge Management (KM) and Training operate under a single, cohesive plan. Drive the definition and alignment of OKRs across KM and Training functions to ensure training goals are directly supported by KM key results. Oversee resource prioritization across domain teams, directing capacity toward high-impact business priorities and strategic initiatives. Operational Leadership & E2E Lifecycle Execution Enforce adherence to the Knowledge Delivery End-to-End (E2E) lifecycle to ensure knowledge is documented, delivered, and integrated into operational tooling. Direct the consistency of operational logic, ensuring identical standards across training materials, the knowledge base, and agent tools. Monitor the health of domain Knowledge Delivery through key metrics, deploying targeted interventions to address dips in operational KPIs. Stakeholder Partnership & Cross-Functional Alignment Partner with Senior Operational Leads (L6+) as the primary Knowledge Delivery stakeholder to review performance and agree on upcoming priorities. Serve as the central connector between the domain and the global Knowledge Delivery organization, disseminating best practices and collecting local insights. Establish robust feedback loops between Operations, Training, and KM to rapidly convert agent friction into material and process improvements. Team Leadership & Culture Foster a "One Team" culture within the domain by pulling cross-functional groups together to solve complex problems and eliminate functional silos. Coach and develop Leads and Specialists within the domain to think holistically beyond their specific functional roles. Other tasks Other tasks that are related to the role and assigned by the Leader. Functional Skills: The technical capabilities required to deliver the role effectively. Knowledge Delivery Architecture: Translates high-level Service Experience strategies into integrated domain roadmaps, ensuring Training and KM operate as a unified, high-velocity operational engine. Enterprise Resource Governance: Decides domain-wide timelines, business planning, and resource allocation to ensure headcount is directed toward high-impact strategic initiatives. Advanced ROI Synthesis: Interprets complex, advanced information across training and knowledge usage metrics to craft compelling narratives and influence high-stakes executive decisions. Domain Logic Architecture: Translates complex business requirements into identical, risk-aware operational logic across training materials, knowledge bases, and agent tools. Systemic Health Governance: Monitors domain performance through sophisticated analytical techniques, recommending changes to established procedures to address dips in operational KPIs. Behavioural Skills: The behaviours and ways of working expected to deliver high-quality outcomes. Executive Persuasion: Negotiates with senior contacts (L6+) outside own area of expertise, using advanced information to persuade stakeholders on sensitive, cross-Wise topics. Multidomain Leadership Development: Orchestrates the development of managers and leads, coaching them to transition from operational oversight to holistic, strategic leadership. Strategic Accountability: Assumes total ownership of domain performance, acting as the ultimate escalation point for complex organizational blockers and E2E failures. Cost Stewardship: Evaluates the cost implications of operational downtime and maintenance, relentlessly driving efficiency to deliver maximum value to the customer. Cultural Leadership: Fosters a "One Team" culture across functions, involving coordination among diverse groups to resolve mutual problems and eliminate functional silos. Functional Innovation: Recommends and drives the adoption of AI-enabled tools and automation to scale knowledge discovery while maintaining rigorous governance Qualifications and experience required Directed Knowledge Management, L&D, or Content Operations for 4+ years, specifically within regulated or high-compliance industries. Led managers or leads for 4+ years, demonstrating success in performance calibration, succession planning, and cross-functional culture bu

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Company Intel

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