Knowledge Manager - Training / Knowledge Management Lead Cebu

About the Role We are seeking a Knowledge Management Lead to drive knowledge management initiatives, ensure the accuracy and accessibility of knowledge resources, and support operational excellence through effective documentation, training, and stakeholder collaboration. Key Responsibilities

• Develop, maintain, and improve knowledge management processes and documentation
• Ensure knowledge base articles and operational documents are accurate and up to date
• Collaborate with Operations, Training, Quality, and support teams to identify knowledge gaps
• Support account setup, transitions, and knowledge transfer activities
• Monitor knowledge utilization and recommend improvements
• Manage trainers and training-related initiatives where applicable
• Drive continuous improvement initiatives related to knowledge management
• Ensure compliance with ITIL practices and organizational standards

Qualifications

• Bachelor's Degree in a relevant field
• Strong communication, stakeholder management, and problem-solving skills
• Strong analytical skills and attention to detail
• Excellent time management and multitasking abilities
• Strong interpersonal and collaboration skills
• ITIL Certification (required)
• Willing to work onsite in Cebu City on shifting schedules

Work Experience

• 4–6 years of relevant experience, with at least 3 years in Service Desk and/or Knowledge Management roles
• Knowledge Management experience in a BPO/ITO environment
• Experience in account setup or transition activities is preferred
• Experience managing trainers is an advantage
• Clinical/Healthcare experience combined with Service Desk experience is highly preferred

Work Setup

• Location: Cebu City
• Work Setup: Onsite
• Schedule: Shifting schedule, including weekends and holidays as required
• Employment Type: Probationary

Target Start Date: August 14, 2026