Training and Knowledge Manager

Overview

We're seeking a Training and Knowledge Manager to lead the development, delivery, and governance of training programs and knowledge management systems across the organization. This role ensures that operations staff—from frontline support to back-office functions—are well-equipped with the skills, knowledge, and tools they need to perform efficiently, consistently, and in alignment with business objectives. The successful candidate will collaborate closely with subject matter experts, product and technology teams, and process/service owners to keep training and knowledge materials accurate, relevant, and aligned with evolving business processes.

At TeKnowledge, your work makes an impact from day one. We partner with organizations to deliver AI-First Expert Technology Services that drive meaningful impact in AI, Customer Experience, and Cybersecurity. We turn complexity into clarity and potential into progress—in a place where people lead and tech empowers.

You’ll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world.

Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top-tier training, mentorship, and career development—ensuring you stay ahead in an ever-evolving world.

Why You’ll Enjoy It Here:

• Be Part of Something Big – A growing company where your contributions matter.
• Make an Immediate Impact – Support groundbreaking technologies with real-world results.
• Work on Cutting-Edge Tech – AI, cybersecurity, and next-gen digital solutions.
• Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect.
• We Care – Integrity, empathy, and purpose guide every decision.

We’re looking for innovators, problem-solvers, and experts ready to drive change and grow with us.

We Are TeKnowledge. Where People Lead and Tech Empowers.

Responsibilities

• Design, lead, and continuously improve the training strategy for operations teams, aligned with business goals, service standards, and regulatory requirements.
• Lead the strategy, implementation, and ongoing management of the organization's knowledge management system (KMS).
• Oversee the development and delivery of onboarding, role-based, and cross-functional training programs to support growth, quality, and efficiency.
• Identify learning gaps and implement competency-based learning paths and certification frameworks.
• Establish training metrics, track outcomes, and measure effectiveness through KPIs, feedback, and performance data.
• Own and govern the operations knowledge base, ensuring content is current, structured, accurate, and easy to navigate.
• Promote a self-service culture by improving knowledge accessibility and usability for frontline teams.
• Act as a change agent during process rollouts, system upgrades, or new platform releases by delivering enablement strategies that ensure successful knowledge sharing and adoption.
• Collaborate with department heads, vendors, and SMEs to identify knowledge gaps and training opportunities.
• Serve as the central point of contact for all training and knowledge-related inquiries.

Qualifications

Education & Certifications

• Bachelor’s degree in Knowledge Management, Information Science, or related field.
• Experience with Learning Management Systems (LMS) administration.
• Familiarity with UX/UI principles for designing intuitive knowledge portals.
• Certified Professional in Learning and Performance (CPLP) – ATD.
• Knowledge-Centered Service (KCS) Certification – Consortium for Service Innovation.
• Certified Knowledge Manager (CKM) – KM Institute.
• Instructional Design Certification – ATD or equivalent.
• ServiceNow Certified Implementation Specialist – Knowledge Management (preferred if using ServiceNow).
• Microsoft Certified: SharePoint Administrator Associate (preferred if using SharePoint).
• ITIL Foundation (for process alignment and service management).

Experience & Skills

• 7+ years of experience in training, knowledge management, or learning & development, with at least 3 years in a leadership or strategic role.
• Proven success designing and leading training programs and knowledge strategies at scale in a fintech, digital services, or high-volume operations environment.
• Strong background in managing or governing knowledge bases, SOP libraries, and structured content.
• Expertise in managing and optimizing Knowledge Management Systems (KMS) such as Confluence, SharePoint, or ServiceNow Knowledge.