Head Knowledge Management

Job Title: Head, Knowledge Management

Location: Kuala Lumpur

Employment Type: Permanent

Domain: Digital Banking / Technology Knowledge Management

About the Role

We are seeking an experienced Head, Knowledge Management to lead the centralised technology knowledge management function within the Digital Enablement division. This role is responsible for establishing and maturing a unified knowledge management framework to ensure technology knowledge is effectively captured, organised, updated and utilised across Group Technology.

You will drive initiatives that enhance incident resolution, support readiness, delivery effectiveness and organisational learning. This includes uplifting knowledge capture for Tier-1 ecosystem support in alignment with regulatory expectations (BNM RMIT), and building a strong knowledge culture across teams.

Key Responsibilities1. Knowledge Management Strategy & Roadmap

• Develop, plan and execute the enterprise knowledge management roadmap.
• Define targets, build strategies and establish the people, process and technology pillars needed to achieve knowledge excellence.
• Continuously review and improve the knowledge management operating model and framework.
• Drive adoption of knowledge initiatives to enhance learning, operational efficiency and support effectiveness.

2. Knowledge Capture, Organisation & Governance

• Establish and maintain a centralised knowledge repository for demand, delivery and support functions.
• Ensure knowledge (technical, operational, procedural) is captured accurately, structured well, and frequently updated.
• Govern accessibility, flow and security of knowledge across internal and external stakeholders.
• Ensure knowledge technologies, content management systems and tools are fully functional and properly utilised.

3. Collaboration & Organisational Enablement

• Promote a strong culture of knowledge sharing, reuse and continuous learning across Group Technology.
• Work with cross-functional teams to align knowledge management with broader organisational learning strategies.
• Provide coaching, training and support to champion knowledge adoption.
• Ensure proper use of metadata, tagging and content structure to improve searchability and user experience.

4. Analytics, Measurement & Improvement

• Track performance of knowledge management initiatives using analytics and usage insights.
• Measure engagement, impact, search effectiveness, and quality of knowledge assets.
• Identify gaps and drive continuous improvements in knowledge quality, classification, and operational relevance.
• Leverage metrics to uplift the effectiveness and efficiency of knowledge usage across teams.

5. Content Development & Support Readiness

• Oversee development of high-quality technical content including SOPs, technical articles, incident & problem resolution guides and operational playbooks.
• Strengthen knowledge availability to support incident management, operations, infrastructure delivery and application support teams.
• Extend knowledge management practices from Group Technology to broader organisational levels where relevant.

Required Skills & ExperienceQualifications

• Bachelor's degree in Computer Science, Information Systems or related field.
• ITIL certification is an added advantage.

Experience

• Minimum 8 years in a leadership role with proven programme management experience.
• At least 5 years hands-on experience in:
• Knowledge management tools, CMS platforms and databases
• Structuring, categorising and tagging technical content
• Application and/or infrastructure delivery & support
• Developing technical documentation (SOPs, troubleshooting guides, operational runbooks)
• Technology landscape within banking or financial institutions
• Using metadata, taxonomy, and indexing for search optimisation
• Measuring and improving knowledge usage effectiveness
• Using Jira & Confluence extensively

Competencies

• Strong critical thinking and creative problem-solving skills.
• Excellent interpersonal, collaboration and communication abilities.
• Highly organised, detail-oriented and structured in delivery.
• Strong desire to improve processes and mentor others.
• Ability to drive cross-functional alignment and knowledge culture adoption.

Key Performance Indicators

• Quality, accuracy and completeness of knowledge repository.
• Reduction in incident resolution time and improved support efficiency.
• Increased usage and engagement of knowledge platforms.
• Adoption rate of knowledge management practices across teams.
• Alignment with regulatory expectations (e.g., BNM RMIT) for knowledge availability.
• Effectiveness of taxonomy, metadata, content searchability and classification.
• Organisational uplift in learning, productivity and operational readiness.

Why Join Us?

• Lead the transformation of enterprise-wide technological knowledge practices.
• Build a centralised knowledge repository with significant operational impact.
• Shape organisational learning and scalability through structured knowledge management.
• Support mission-critical Tier-1 systems and enhance regulatory readiness.

Job Types: Full-time, Permanent

Pay: RM8, RM50,000.00 per month

Benefits:

• Additional leave
• Flexible schedule
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Application Question(s):

• citizen of Malaysia
• Banking domain experience
• Currently working or working as Head Knowledge Management

Work Location: In person