Knowledge Management Supervisor - Return Refund, Operations (Yogyakarta)

Knowledge Management Supervisor – Return Refund, Operations (Yogyakarta) Responsibilities:

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.

Requirements

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.

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