Knowledge Management Specialist

GENERAL PURPOSE

The SME functions as the organizational ambassador for their respective knowledge area, and applies expertise to support our organization’s vision to serve. Must understand, articulate and implement best practices related to their area of expertise. Perform product demonstrations in a variety of settings, including internal meetings, coaching, mentoring and training sessions. As an SME, you will be responsible for empowering the front line support with relevant information and knowledge of our various products / business units. Own the end to end solution for each business unit- through designing manuals, sop’s, processes, training and ensuring we deliver a competent work force and Drive continuous improvement.

RESPONSIBILITIES

• Facilitate training and knowledge sharing sessions
• Disseminate information to relevant parties
• Map sop’s and processes
• Train and upskill Frontline staff (contact centre and walk-in staff)
• Provide necessary training and support to frontline, to ensure they will be ready and able to serve our customers.
• Provide training and support to operations team
• Manage training plans and training matrix
• Facilitate training with other business units, per request
• Work with line management to understand the training requirements and needs, identify training opportunities and enhancements
• Deliver specialized training to front line. (I.e. New Hire, Refresher, New Releases & Ad-hoc).
• Utilize adult learning principles to create a learner-centred environment to ensure maximum training effectiveness
• Develop high level technical training material and presentations
• Research and review materials to ensure training is properly targeted, in response to business requirements.
• Review materials for accuracy and appropriateness and provide recommendations as needed.
• Generate enthusiasm about your area of expertise and product

EDUCATION

• Grade 12
• NQF 5/6- Facilitator/ moderator certificate or
• BEd (Bachelor of Education) Degree

EXPERIENCE

Essential

• South Point product acumen:
• Proficiency in MS Office applications
• Good verbal & written communication skills
• Attention to detail
• Interpersonal skills
• Analytical skills to uncover root cause and develop improvement initiatives
• Ability to get consensus and collaboration across many business units;
• Ability to explain complex concepts in layman's language;
• Ability to generate enthusiasm;
• Client Orientation: Understand clients' needs and concerns;
• Drive for Results: Makes things happen;
• Proactive;
• Good Presentation skills
• Time management
• Teamwork

Desirable

• Process mapping – advantage
• Business Acumen
• Contact Centre Acumen
• Learning and development methodologies - advantage
• Coaching / facilitation – advantage
• Knowledge management – advantage 
• Six sigma- yellow belt

Closing Date: 03 December 2021

Important: Correspondence will only be entered into with short listed applicants. Should you not hear from us within four weeks, please consider your application unsuccessful.