Knowledge Management Supervisor - Return Refund, Operations (Yogyakarta)

Job Description

• Lead the Knowledge team (SOP Creators and Trainers), managing BAU and ad-hoc task allocations to ensure efficiency and resource optimization.

• Proactively identify process bottlenecks, standardize workflows, and streamline the SOP creation cycle to enhance efficiency.

• Manage all KMS OKRs (productivity, SOP usage, training timeline, SLA deliverable, etc.), tracking performance and driving initiatives to ensure metric achievement.

• Analyze feedback from stakeholders, review SOP logic tree or deliverable for optimal structure and clarity, and optimize the agent’s knowledge retrieval and quality judgment.

• Monitor all RR SOP usage, analyze efficacy, and review/validate all KMS deliverables (draft SOPs, training materials) to ensure high quality, compliance, and up-to-date information.

• Lead collaborations, calibrations, and continuous alignment with relevant internal and external stakeholders (e.g., regional teams, Operations, project teams).

• Evaluate training processes and quizzes based on performance data and feedback, and track the post-training development and performance of new hires

Requirement

• Bachelor’s degree in a STEM field is preferred

• Minimum 5 years total experience, with 2 years leading a team in Operations, Quality, Process Improvement or Project Management

• Proven experience creating, managing and optimizing SOPs with a focus on User Centric approach, along with experience in training material creation and delivery

• Strong data analysis proficiency to identify gaps and translate insight into action; familiar with improvement tools (e.g 5 Whys, PDCA, LEAN) and preparing weekly metric reports

• Demonstrated ability to perform root cause analysis and drive cross functional process improvements with minimum supervision