Knowledge Hub Operations Lead

6 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time
About the Role

We are seeking an experienced professional to join our Customer Care Department as the Assistant Manager Knowledge Management. In this role, you will be responsible for managing all changes to Customer Care related policy and procedure, ensuring compliance with IATA standards, and maintaining the Knowledge Hub up to date.

Main Responsibilities
  1. Develop and maintain policies and procedures for Customer Care.
  2. Provide guidance and support to CCD teams and other departments on CCD policies and procedures.
  3. Work closely with business units to establish a knowledge base in the Knowledge Hub.
  4. Implement new features and enhancements in the Knowledge Hub in collaboration with CCD teams, Digital teams, and vendors.
  5. Lead the review of existing knowledge in CCD, removing redundancies and transforming content for Knowledge Management readiness.
  6. Evaluate the effectiveness of Knowledge Hub articles based on customer feedback reports.
  7. Manage changes arising from Knowledge Management adoption.

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