Knowledge and Process Team Leader

1 week ago

Melbourne Airport, Australia Team Global Express Full time
About the Role


Team Global Express (TGE) is seeking a high calibre, experienced Knowledge & Process Team Leader to join our Service Operations team.

You will have the opportunity to lead our Knowledge & Process team in order to identify, plan, design and deliver service excellence to our customers via our Service contact centres.

The position is primarily responsible for ensuring that Service teams have the most efficient and effective information at their fingertips, supported by lean processes in order to provide solutions and outcomes to customer enquiries as quickly as possible.

This position can be based in Melbourne, Sydney or Brisbane.


The role will champion change initiatives originating from both within and outside Service, enabling the team of Knowledge & Process Analysts to understand and capture current state accurately, and design and communicate future state, always with the outcome of achieving a superior customer experience.


As a leader within the Support Services team, you are expected to continually identify opportunities for business process improvement and influence or implement same through the functions within Support Services.


Primary skills and responsibilities:

  • Think with a customer mindset to drive optimum customer service solutions.
  • Be the business' first point of contact for Knowledge & Process Management and partner with the team to lead in conjunction with any partners and vendors.
  • Manage and effectively communicate day to day operational challenges experienced by, and/or impacting, Service teams, eg. within Sales, Operations or IT
  • Manage the impact of change initiatives or projects, both from within and outside Service, from providing clarity on current state, to future state design, through to implementation. Represent this primarily through processes, tools and systems used.
  • Ensure the Knowledge Management tool meets the needs of the Service teams and ensure all Knowledge Articles are designed with the end user in mind, are standardised and governed to ensure consistent level of accuracy.
  • Development and governance of Standard Operating Procedures and ways of working to support processes
  • Identify opportunities for process improvement through proactive support while role shadowing, and through reactive requests from Service teams
  • Manage and continually develop a clearly defined Service communication framework focussing on the customer experience and Consultants' ability to exceed it.
  • Support IT with the implementation of any changes by aiding with UAT and successful delivery, while identifying and raising any challenges
  • Consult with Team Leaders and Service Senior Leadership on the competencies required to deliver the business objectives.
  • Source &/or develop appropriate development activities to meet individual & team requirements.
  • Investigate the resources & other support programs available internally within Team Global Express.
  • Establish strong relationships with key internal stakeholders.
About You


An open mindset to continuously develop and strive for a career at Global Express along with a can-do attitude will set you apart.


  • Demonstrated experience in Knowledge & Process Management, ideally in a contact centre environment.
  • Demonstrated experience in delivering individual and team development initiatives.
  • Experience in leading teams through change and change initiatives
  • Ability to develop detailed recommendations/ideas (quick wins/long term activities) in a timely manner.
  • Ability to engage and influence with strong partnership skills across peers, senior management crossfunctionally
  • Ability to develop and coach people.
  • Ability to develop both detailed outputs and work at a strategic level.
Diversity and Inclusion

We celebrate difference.

  • Why Team Global Express
  • Team Global Express


We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.


As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.


To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.

It's never been a more exciting time to join our team.

As we transform into a truly iconic Australian business, your opportunities for growth with us are limitless.

To find out more about us, visit

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