Location: Hanoi
*Responsibilities:
- Develop universal enterprise search engine which can provide most relevant information to frontline (teller, customer contact center) and customers (self-service inquiry management) including most frequently searched non personal information such as terms, conditions, fees, charges, rates, relevant policies and procedures
- Identify and onboard most relevant enterprise search engine
- Restructure and clean up past wrongly designed key knowledges (e.g., policy structure, template, wording and format)
- Make sure the search results are coming from the single source of truth
- Jointly develop data governance for the data inside of the single source of truth for enterprise search engine
- Work closely with Data Governance to develop institutional data domains and data glossary/taxonomy
- Develop most impactful use cases from the single source of truth (e.g., policy search, frequent customer
- inquiries, feed to chatbots, regular regulatory reporting) for frontline efficiency, back-office efficiency and operations risk control improvements
- Create and manage a central repository for technical, operational and programmatic tools, systems, and other relevant "knowledge" documents with proper document management systems supported by IT
- Develop knowledge management strategy and management framework for implementation
- Identify KM related practice pain-points and use cases for technology tools, recommend solutions,
- communicate and drive adoption around launch of new solutions
- Identify best KM practices and leverage existing (and if needed new) technology tools and skill set to create
- new systems and business intelligence forums
- Develops and maintaining designated know-how repositories, curating content and ensuring they are aligned
- with the needs of the bank
- Prepare and send project-related communications and reports, feedback, tracking milestones, budget, and related project dependencies for project team, steering committee, stakeholders and vendors
- Manage and communicate priorities identified to executive management for decisions on resource allocation
- Understanding of KM system in preferably banking industry or relevant service industries
- Knowledgeable in SharePoint, R, SQL, & git
- Knowledge in taxonomy and enterprise search engine
- Good understanding on data architecture, document management systems
- Familiar with project management tools like Jira, Trello
- Experience and desire to work in an Agile process (pair programming, daily stand-ups, etc.)
- Digital librarian degree
- 8-10 years of experience working in information systems, and/or knowledge management/ strategy. Leadership experience is strongly preferred
- Successful organizational institutionalization of information management solutions
- Prior success in supporting multiple departments in maximizing knowledge utility of existing systems and information
- Experience in Scrum/Agile environment