Do you want to be part of a business that creates colorful joys of life and happy memories Imagine complimentary stays at 5-star properties globally!
How will you feel to be part of a brand known for setting Hospitality standards and a career with one of the largest employers of Malaysia Want to be associated with a 50 year old large globally diversified organization that operates with a set standard of values, ethics and work culture!
Very importantly, are you keen to be part of a dynamic Proprietary Global Contact Centre servicing its own Customers If you are looking for a career and not just a job, at Shangri-La, we make that HAPPEN!
ROLE OVERVIEW:
We are looking for a Knowledge Management Executive who is passionate about organizing information, improving user experience, and transforming knowledge into a powerful enabler for operational excellence. This role requires someone who can manage, design, and continuously enhance our Knowledge Base to ensure it is accurate, intuitive, and easy to use for end users.
JOB RESPONSIBILITIES:
- Manage, review, update, and retire Knowledge Base (KB) articles based on requests from knowledge owners, ensuring all content remains current, accurate, and compliant within agreed SLAs.
- Facilitate and create clear, structured documentation including SOPs, SLAs, process flows, flowcharts, and presentation decks.
- Own and maintain KB content standards, ensuring consistency in structure, language, tone, and formatting for easy reference and understanding.
- Collaborate closely with Project Management, Operations Teams, and all hotels to ensure timely and effective knowledge updates and deployment.
- Understand end-user workflows and pain points, translating operational needs into practical and usable knowledge solutions.
- Engage with business stakeholders and operations teams to identify gaps, solve business problems, and propose knowledge or system-based improvements.
- Continuously improve the Knowledge Base framework, including:
-Article structure and layout
-Search effectiveness and keyword matching accuracy
-Navigation flow and overall usability for end users.
- Acts as a subject matter expert for Knowledge Base usage, guiding and supporting end users on system navigation and best practices.
- Serve as the primary point of contact for KB system defects and issues, performing first-level troubleshooting and escalating where necessary.
- Maintain KB issue logs, track resolutions, and liaise with users at all levels to ensure timely closure of issues.
- Support change initiatives by conducting knowledge refreshers, briefings, or training sessions as required.
- Contribute ideas and innovations to enhance knowledge delivery, user adoption, and overall learning experience.
- Provide support for ad-hoc tasks or projects assigned by superiors.
REQUIREMENTS:
- Mandarin and Cantonese proficiency (reading and writing) is mandatory.
- Proven experience in Knowledge Management, Content Management, Documentation, or a related function is highly preferred.
- Strong ability to structure complex information into clear, user-friendly content.
- Innovative and user-centric mindset, with a keen eye for design, usability, and continuous improvement.
- Independent self-starter who can manage multiple priorities and work effectively under pressure.
- Strong written, verbal, and stakeholder communication skills.
- Growth mindset with a willingness to embrace change, learn new systems, and adapt to evolving business needs.
- Passionate about empowering employees and creating brand ambassadors through effective knowledge sharing.
We offer the following benefits:
- A complimentary stay at any of our hotels worldwide (T&C apply)
- 5-day work week
- Discretionary performance-based bonuses
- Comprehensive coverage includes SOCSO, EPF, EIS, and medical insurance.
- Annual preventive health screening.
- Attractive perks and benefits
