Knowledge Management Owner (Job number #1519858)

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

JOB REQUIREMENTS:
(Knowledge, skills, experience):
Analytical skills
Training delivery skills
Fluency in English
BPO Process knowledge
Planning Skills
Advanced Microsoft Excel Skills
Communication and influential skills
Attention to detail

COMPETENCY REQUIREMENTS:
(Behavior, attitude, capabilities)
Customer Knowledge and orientation
Strong desire to achieve

Coordinate, monitor and take part in all training processes
Train all new comers so as to ensure that the administration and follow-up of the contracts is done meeting HPE’s high quality standards and taking into account the HPE’s administrative procedures and policies
Guide the new comers into acquiring the tools basic knowledge and also the process overview understanding
Design & deliver refresh training for the existing operational team members, in order to fill in any business/ tool knowledge gaps and/ or to update them with new procedures/ tasks
Ensure that all training documentation is in place and updated
Ensure operational training methods are kept in line with BPO Bucharest Center strategy on training and people development
Ensure mandatory trainings are completed by new employees within 3 months
Co – ordinate new user set up.

Continuous Process Improvements:
To analyze data provided by Quality , IE for continuous process improvements
Implementation of the process improvements
Generate monthly reports for analysis( dashboards and other reports)
Provide Process insight/Business knowledge to the Report Owners

Compliance and Business controls:
Plan and implement the compliance system across the process.
Ensure a BCP/Disaster recovery plan for the process is in place

Process management and system Implementation:
Identify, Analyze and resolve repetitive issues regarding Business knowledge or technical requirements
Ensure all process documents are managed and updated
Support the TL’s for user support escalations
Log standard calls. Monitor calls and escalate whenever necessary
Participate in design reviews and release related activities

Drive standardization and process improvements through analysis. Ensure compliance and facilitate the implementation of a comprehensive Knowledge Management System
Develop overall process overview
Ensure Business meets and exceeds customer expectations
Design and implement a process for communication with the Customer around operational performance through appropriate interfaces
Benchmark for continuous improvements

Measurement:
KPI in place and monitored, status green
Action plan when required
CAPA in place and monitored
Updated documentation (different level and attention to specials)
Training plan updated and in place
Delivers each training in time or ensures that the delegated part was done in time.