DC Communication & KM Specialist

Job Purpose :
Develop and manage Direct Channel communication and knowledge management initiatives to ensure timely, consistent, and accessible dissemination of business information and operational knowledge, supporting workforce readiness, effective execution, and continuous knowledge sharing across the Direct Channel organization.

Main Responsibilities :

• Develop and implement Direct Channel internal communication and knowledge management plans to ensure effective dissemination of business, operational, and capability-related information across the organization.
• Manage the development, consolidation, and publication of operational communications, knowledge materials, and information updates to ensure accuracy, consistency, and timely access by Direct Channel employees.
• Establish and maintain knowledge management platforms, repositories, taxonomy, and governance mechanisms to ensure operational knowledge is systematically captured, organized, updated, and accessible.
• Collaborate with business functions, Service Operations & Improvement, Capability Development, and Regional Operations to translate business changes, product updates, and operational requirements into clear and effective communication and knowledge content.
• Monitor communication effectiveness, knowledge utilization, and user feedback to identify information gaps and recommend improvements to communication channels, content, and knowledge accessibility.