Knowledge Manager, IT​/Tech

Management Level

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.

EQ is a fintech that connects the future of capital, communications, and governance, building trust and confidence in every market we serve. We are TRUSTED to deliver on our commitments,
COMMERCIAL in building long term value,
COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services.
There has never been a better time to join EQ.

The Knowledge Manager is central to ensuring the organisation’s knowledge assets are managed, optimised, and leveraged to support operational efficiency, governance, and customer servicing. This role will champion a ‘single source of truth’ across multiple internal and external channels, ensuring content is accurate, accessible, and risk-controlled for all colleague, stakeholders and where appropriate customers.

• Maintain, enhance, and take ownership of the Knowledge Management platform (e.g., Verint, Edison), ensuring content governance, version control, and compliance with internal and regulatory standards.
• Oversee the creation, review, and update of knowledge articles, FAQs, decision trees, and training material for a wide range of business areas, ensuring information is current, accurate, and easily accessible.
• Implement and manage structured workflows for content approval, periodic sign-off (quarterly, half-yearly, annually), and lifecycle management.
• Champion the continuous improvement cycle by using data, customer feedback (including IVR surveys), and speech analytics to assess programme effectiveness and recommend enhancements.
• Promote a knowledge-sharing culture across the organisation by delivering training, communications, and awareness programmes on KM tools and best practices.
• Collaborate with operational teams, IT, governance, Learning & Development, and other stakeholders to align KM strategy and support change initiatives.
• Manage relationships with external vendors and suppliers, supporting system enhancements, integrations (e.g., SSO, Azure groups), and contract negotiations.
• Design, develop, and manage innovative programmes and solutions that meet organisational needs, using data and vendor selection processes (RFP) as required.
• Champion data-driven decision making and ensure actionable insight is shared with key leadership and executive stakeholders.
• Manage the team of knowledge champions in various locations. Knowledge champions will be located across global offices (US, UK, India).
• Collaboration across global offices (US, UK, India) is essential, and occasional international travel may be required.

• Strong understanding of knowledge management principles, content governance, and risk controls.
• Strong background in people management, leading cross location teams is advantageous.
• Excellent stakeholder management, communication, and presentation skills, with the ability to influence senior management and advocate for change.
• Experience managing enterprise-level KM systems and content workflows.
• Analytical capability; experience using data visualisation tools (e.g., Power BI) to analyse and report on Knowledge Management effectiveness.
• Technical proficiency in KM platforms, workflow management, and basic system integrations (e.g., HTML, SSO, Azure groups).
• Proven ability to work independently, manage complex tasks, and drive process improvements without direct budget ownership.
• Experience in demand/capacity/resource planning within a regulated, KPI-driven environment.
• Familiarity with regulatory and risk management requirements.
• Meticulous attention to detail, intellectual curiosity, and a proactive approach to continuous improvement.
• Experience of exposure to operational change projects, governance processes, and vendor management.
• Flexible support across business areas and willingness to adapt to changing priorities.
• International travel experience and ability to collaborate effectively across US, UK, and India are highly desirable.

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