Knowledge Lead

7 months ago

Melbourne, Australia Latitude Financial Services Full time

Let’s look at this opportunity.

Rare opportunity to join the Shared Services team. Due to an internal promotion, we are looking for our next Knowledge Lead.

The Learning & Knowledge Team play a critical role in supporting the Head of Shared Services, Operations Management and the Operations Leadership Team in the ongoing execution of strategic and operational plans and delivery against goals, objectives and outcomes.

Our Knowledge Lead guides and coaches 3x Knowledge consultants and together they maintain a holistic overview of business as usual (BAU) change activities and change initiatives arising from projects/significant transformation programs.

Our team is ‘Customer Obsessed’ - we are always thinking about both internal and external customers and how we can provide the best experience for both.

Some key responsibilities:

- Own and optimise the knowledge management function. Focus on relevance, reducing duplication and complexity to enhance both the customer and employee experience.
- Manage and maintain Mercado & Zendesk systems (our knowledge management system ecosystem) ensuring all content is accurate post BAU/project changes to support front line staff.
- Own the policies and procedures change process:

- Perform periodic policy and procedure reviews, highlighting policies and procedures that are out of date, are duplicative, confusing etc.
- Liaise with business leaders to rectify - A solid understanding of each department’s internal rhythms and structure is required so a tailored approach can be performed.
- Provide monthly reporting on Policy and Procedure volumes and enhance reporting capabilities to provide insights on employee intranet behaviour.
- Participate and represent Operations in a consultant capacity at key working group/project meetings. Act as an advisor to business and project leaders on large scale BAU change initiatives to ensure content adheres to approved business, compliance and risk requirements as well as Latitude tone of voice guidelines.

Key to success in this role is the ability to keep current with industry trends related to knowledge, learning and change management, providing thought leadership on how we continue to evolve our approach.

Let’s look at you.

There is a lot going on in this role, so its no surprise we require someone with the ability to meet strict deadlines; using negotiation and influencing skills to ensure we deliver on time, coupled with resilience and the ability to remain calm under time pressures.

A few other things we require:

- Considerable amount of experience in a knowledge management or change environment.
- Demonstrable experience partnering and working with different business stakeholders, functions and systems in financial services.
- Technical Knowledge covering:

- Microsoft Office Skills - Word, Excel and PowerPoint
- Online content management system
- SharePoint and WordPress
- Understanding of different learning and communication styles and knowledge management principles
- Extensive experience in scoping new work and understanding end user impacts.

As our team is geographically dispersed this role requires strong self-management including planning, prioritising, organising, and time management skills, you must be comfortable operating independently and/or collaboratively with other.

Sound like you?

That's a good sign In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

We're Latitude, partners in money

Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans, and insurance is what we offer - but what we really are is a platform that helps people shop and live better.

Always living and breathing our values. Act Right, Show Care, Be Curious.- Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens._

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