Knowledge Management Consultant

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Secondary Hiring Leader - Matthew David Roberts

Maintain overall integrity of Home Claims Knowledge, with a focus on delivering Home strategy, regulatory and compliance requirements, and optimising business outcomes and customer experience.

A Home Knowledge Management Consultant is responsible for:

• Collaboratively supporting the Home Claims business functions with composing and maintaining technical workflows (process) and procedures in HIYA.
• Providing a central source to keep the C&A knowledge base up to date, presented in a usable format.
• Developing, deploying, and maintaining best practice knowledge, through the HiYA platform in order to sustain or improve the capability and effectiveness of Home Claims.
• Reporting and analysing data to monitor and identify continuous improvement opportunities in the effectiveness and use of HiYA for Home Claims, which may include user data and system enhancements.
• Supporting as a C&A Change Champion / Knowledge expert to identify departments, cross functional impacts and implement and embed knowledge changes as required.
  Validating and supporting the communication of knowledge (process and procedure) changes

POSITION ACCOUNTABILITIES

• Provide Home Claims knowledge creation and maintenance within agreed timeframe
• Manage and action knowledge requests within agreed timeframe
• Liaise with key subject experts / stakeholders to gather and document process information
• Accountable for developing, deploying, and maintaining best practice knowledge (quality and quantity) to sustain or improve the capability of Home Claims within expected timeframes
• Apply, monitor and ensure adherence to Knowledge Management design principles (design concepts, style guide and formatting) for all knowledge as required in accordance with control mechanisms
• Collaborate and support with the implementation, embedding and use of HIYA across Home Claims by building and maintaining relationships with cross business functions and stakeholders
• Support the C&A Knowledge Onboarding / Accreditation program with ongoing coaching and mentoring in knowledge best practices