Knowledge Manager at Tyro

Operations, Full-time, 155 Clarence St, Sydney, NSW sydney full-time
Posted a month ago

Why work for us

We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our over 500 strong team of Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of banking for Australian businesses.

🎥 Take a look here what it's like to work at Tyro

The Customer team Knowledge Manager is responsible for utilising and managing the company’s knowledge assets. The Knowledge Manager will assess and apply best practices to information dissemination to provide a smooth and systematised process. This role will actively work to improve efficiency, processes and procedures, first line risk and compliance practices within the Customer team to improve overall operating effectiveness of the Tyro Customer business. 

Main Responsibilities:

  • Work closely with a broad variety of Tyro stakeholder departments to drive operational improvements relating to knowledge management for our customer teams
  • Provide recommendations and improvement suggestions to our Customer Leadership team
  • Drive continuous improvement of existing knowledge management articles to redesign, fix errors and reduce risk
  • Establish and maintain close working relationships with key stakeholders
  • Design and implement a strong Knowledge Management frame work
  • Scope and deploy a new Knowledge Management platform taking into account stakeholder requirements
  • Demonstrated experience in influencing stakeholders, including managers and executives
  • Demonstrated experience in driving and managing knowledge management initiatives to ensure new processes and ways of working are rolled out smoothly and embedded
  • Support Tyro's value of 'Wowing the Customer' by identifying new opportunities to improve operational excellence, productivity, business processes and service delivery, in conjunction with internal stakeholders.
  • Provide leadership, coaching and guidance to your direct report, the Knowledge Management Specialist
  • Experience Required:

  • Knowledge Management certification (preferred)
  • Tertiary experience in business or related discipline (desired)
  • 3+ years Knowledge Management experience
  • Financial services and Contact Centre experience (desired)
  • Experience working in or leading customer facing teams across (ideally) contact centres / account management / customer success / sales
  • Culture and Perks
    We offer some amazing employee benefits such as a flexible working environment with a mix of in-office and remote working, learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, social events which includes multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and an awesome rooftop area for socialising, all available to be enjoyed.

    Who we are
    Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 500 staff, $20.1 billion in transactions in FY20, we’re much more than an EFTPOS provider – Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses. Find out how you can be a part of the Tyro journey today.

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    Tyro does not accept unsolicited agency CV’s.  Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes.