Manage, maintain and develop the company’s internal knowledge base, so that information and data is accessible to employees;
Accountable for accurate updates and maintenance of the knowledge base
Responsible for escalating knowledge management tasks by ensuring all queries and information are responded to and updated within 24 hours if under KM jurisdiction, escalations to be closed within 3 working days.
Take the lead in encouraging employees to share knowledge, ensuring they are aware of the knowledge management resources available to support their work, are appropriately trained and are using the systems efficiently and productively;
Manage, maintain and develop company’s internal knowledge base so that relevant information is accessible for clients;
Manage the relationship with website developers and third party KB software providers;
Take the lead on all database issues and development, in collaboration with website developers and third party KB software providers.
Assist trainers and managers with monitoring employees knowledge.
Administering monthly quizzes to measure support team knowledge.
Manage annual and bi-annual assessments.
Provide Training Programs and seminars for employees
Train other Trainers on Exness Training Programs
Perform Audits on quality checks done by Training & Quality Specialists
Provide ideas to improve and enhance the Knowledge Base.
Participate fully in the team, taking part in regular team meetings, sessions, giving feedback and ideas to colleagues and to the management to manage the Knowledge Base
Liaise with stakeholders from different departments to keep track of new information and update the knowledge base accordingly.
Conveying new information across different departments within 24 hours of release/changes.
Work closely with QA Manager, Training Manager, Senior Trainers and Trainers to drive Knowledge Initiatives across the organisation.
Undertake any other ad-hoc tasks assigned by the Line Manager or any other superior from Operations as and when required.
Able to drive Stakeholder Engagement across all departments at Senior Management Level (advocacy, lobbying and championing the knowledge agenda)
Excellent dual language command of English & Russian, with advanced writing proficiency;
Bachelor's or master's degree in computer science/ information science / business / economics / finance would be an advantage.
Minimum working experience in knowledge management: 3 years hands-on.
Excellent communication skills and good presentation skills
Experience in information management (codification, content management, information processes, taxonomies); Experience in managing knowledge bases (information architecture);
Experience with KM software would be an advantage (self-service software, customer help centre software);
Copy writing experience would be an advantage.
Must be independent, self-motivated, show initiative and a strong sense of ownership /responsibility
Supportive of company - wide goals and objectives, deliver department /team results and key objectives,
Ability to research, organize, plan, multitask and exercise time management
High level of attention to detail
Stakeholder engagement skills: listening, negotiation, consulting, advocacy.
Fast-learner with good analytical skills
Ability to deal with high load of information and with ambiguity;
Abiilty to simplify complex concepts with clarity in writing;
Good creative thinking skills and ability to address issues proactively
Research, planning, organising, time management and high level of administrative skills
Problem solving skills and ability to adapt fast to change
Highly motivated and able to work under pressure
Ability to take initiative and work independently.
Experience in forex or financial services would be an added advantage.