Service Knowledge Lead - Chelmsford, United Kingdom - MS Amlin

MS Amlin

Verified Company

Chelmsford, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Service Knowledge Lead

ABOUT MS AMLIN

MS Amlin is part of a global top-10 insurance group MS&AD, with three main legal entities' operating in the Lloyd's, UK, Continental European and Bermudian markets.

We have an enviable reputation for our customer knowledge, claims service and the specialist insurance and reinsurance expertise we apply.

We provide the type of security leading organisations need to break new ground, innovate and offer life-changing services and amenities to some of the world's most challenging regions.

Our record extends back over 300 years and today we have more than 1800 people in more than 20 locations worldwide.

This role sits within our Business Services division (MS ABS) which supports our entire organisation through legal, HR, facilities management, marketing, IT, risk management, compliance and finance.

We're going through an exciting period of modernisation and transformation for which we need entrepreneurial thinkers to help execute our strategic vision for growth.

We're on a dynamic path and we need you to help shape it.

MS Amlin is committed to taking a flexible approach to working, with a Work Life Better scheme to allow our employees more control over when and where they work, while continuing to meet our client demands.

This flexible approach continues into our benefit scheme, with a competitive package and attractive lifestyle fund.

ABOUT MS ABS

In the last 3 years the Amlin Group of Companies has undertaken considerable change including the removal of its PLC structure and federation of central services.

MS Amlin Business Services is now focused on becoming the integral foundation of our leading insurance businesses, providing services across 14 of our Group Companies covering IT, Procurement, Facilities Management, Data and Change Delivery from a combined headcount (permanent and Third Party outsourced) of ~650.

Our job is to build the best Business Service capability possible, by ensuring our experts have the tools and support they need to do their jobs to the best of their ability.

ABOUT THE JOB
The Operating Environment and Context of the Job

The Servce Knowledge Management (SKM) processes is crucial to ensuring that employees and customers have access to information they need when they need it.

Good SKM processes facilitate accurate decision making, enable collaboration, and enhance communication. This role is key to the success of the MS Amlin Service Delivery function.

The role is responsible for the suitability and execution of the Knowledge Management Process to the organisation both now and in the support of the digital strategy and journey.

The key aspects of the role are highlighted below:

Purpose

The Servce Knowledge Management (SKM) processes is crucial to ensuring that employees and customers have access to information they need when they need it.

Good SKM processes facilitate accurate decision making, enable collaboration, and enhance communication. This role is key to the success of the MS Amlin Service Delivery function.

The role is responsible for the suitability and execution of the Knowledge Management Process to the organisation both now and in the support of the digital strategy and journey.

The key aspects of the role are highlighted below:

The role holder will be responsible for the suitability and execution of the Knowledge Management Process to the organisation both now and in the support of the digital strategy and journey.

This function is a key component of the Amlin Business Services (ABS) Service Delivery function.

The role will act as an the primary interface for the ABS IT function in terms of the delivery of robust and well defined Service Knowledge Management System that is appropriate to the size and scale of the requirements presented.

Key accountabilities

The role will define, develop and own the process of Service Knowledge Management.
Agree and document the scope, control and governance of the Service Knowledge processes
Developing, maintaining and continually improving Service Knowledge standards, Service Knowledge Management plans, procedures and toolsets to meet business requirements
Ensuring that changes to the Service Knowledge methods and processes are properly approved and communicated
Propose, agree and implement interfaces with Change, Incident, Problem, Service Desk, Infrastructure, Security, Enterprise Applications, Testing and Group Architecture and any other teams as appropriate to support effective Service Knowledge Management
Effective Stakeholder Management to ensure alignment and adherence to the established principles of Service Knowledge Management

Key responsibilities

Responsibility for the deployment of the process. Evaluating performance metrics against defined critical success factors and instituting actions to correct shortcomings or further streamline the process as necessary
Responsibility for the execution of the process controls, ensuring staff comply with process