Knowledge Management Lead

This is a fully remote position, open to applicants in United States, +4 more locations.

📋 Description

• Take ownership of the architecture for the canonical library of risk-operations procedures, which includes managing ownership, versioning, publication and review dates, deprecation rules, and annual review cycles.

• Develop knowledge systems for accessibility and application through AI-driven tools.

• Establish policy, procedure, documentation standards, templates, and structural conventions across risk operations.

• Organize documentation in a manner that enables business risk to create RCSAs and allows compliance to consistently approve regulatory content.

• Oversee governance for review cadence, standards compliance, exception management, and escalation processes.

• Ensure audit and examination readiness of the documentation portfolio.

• Manage a vendor-based team of technical content writers, including setting priorities, performance expectations, feedback, quality standards, pod selection, and capability enhancement.

• Define enablement and documentation needs for practitioners engaged across risk programs.

• Create vendor-delivery training and certification systems utilizing milestone-based curricula, topic-specific certifications, and certification-based routing.

• Define and report metrics such as time-to-productivity, certification coverage, procedure freshness, review compliance, and links between quality failures and training interventions.

• Develop documentation and certification pathways that facilitate cross-skilling in onboarding, ODD/EDD, AML/sanctions, fraud, and disputes.

• Contribute to the development of Mercury's enablement framework of policy, procedure, standards, and training for its BPO and Risk Platform SaaS vendor ecosystem.

⛳️ Requirements

• 7–10+ years of experience in knowledge management, enablement/L&D, operational training, or similar roles, with a proven track record in building or significantly scaling a knowledge-management and/or enablement function.

• Experience working in a regulated industry or a similarly complex, control-oriented environment.

• A hybrid skill set that encompasses knowledge management and enablement/L&D.

• Background in designing knowledge, training, and certification programs for BPO or outsourced operations teams.

• Experience leading a team, pod, or vendor-delivered group.

• Proven history of establishing standards embraced by teams beyond the reporting line.

• Strong systems thinking and writing abilities.

• Capability to create practical operating models and rhythms in uncertain or changing environments.

• Experience in defining and reporting metrics that reflect program effectiveness and operational impact.

• Insightful perspective on how AI can enhance knowledge management and enablement.

• Preferred: experience in financial services, banking, fintech, payments, or a related financial-services environment.

• Preferred: knowledge of KYC/KYB, AML, fraud, disputes, and expectations for examiner or internal-auditor documentation.

• Preferred: familiarity with knowledge-management and enablement platforms, ideally Guru, WorkRamp, or similar tools.

• Preferred: experience as the central standard-setter within a federated or decentralized organization.

• Preferred: experience in startups or high-growth environments, with comfort in building from the ground up.

🏝️ Benefits

• Base salary

• Equity (stock options/RSUs)

• Benefits

• Equal Employment Opportunity employer

• Reasonable accommodations during the recruitment process for applicants with disabilities or special needs