Manager - Knowledge Management (Help Centre)

Manager – Knowledge Management (Help Centre)
Permanent full time role based in Sydney
We are certified carbon neutral and committed to reducing our impact on the environment.
We have long-term partnerships with charities working to address homelessness.
We're REA
is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.
With bold and ambitious goals, we are changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.
Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to be named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.
Where the team fits in
The Financial Services purpose is to offer home finance and other financial services to those using realestate.com.au for their property search. Given the opportunity of the size of that audience, the FS vision is to integrate a consumer’s property search with finance though a world class digital seamless process. This will be achieved by building innovative consumer search and property finance application experiences that integrate the mortgage distribution channels of digital, phone and face to face. The financial services team is accountable for strategy development and execution, working with our banking and mortgage broker partners to build our capability and product offerings, leading sales management and engaging across the other lines of business in REA. We currently run two full service mortgage broking businesses in Smartline, and Mortgage Choice and our vision is to provide the highest quality brokerage business that is professional, values driven and leverages REA’s unique property advantage to provide quality advice to consumers.
What the role is all about
Oversee the policies and procedures associated with Help Centre governance and manage continuous implementation of Help Centre Governance Policy to maintain Help Centre integrity and reliability
Enable and support the SMEs to create, publish and maintain their articles
Support and enable regular review and upgrade of content and structure of the Help Centre to ensure content is accurate, current, consistent and searchable.
Ensure the Help Centre meets franchisee and broker needs by continually reviewing article engagement and alignment with current requirements and best practice
Regular reporting on key metrics
Stakeholder management at all levels of the organisation
Apply an approach of continuous improvement to the efficiency and effectiveness of the Help Centre
Regularly review franchisee requests and questions to ensure content addresses these enquiries and they can be answered without the need for emails or phone calls promoting broker self service.
Enable appropriate use of the Help Centre for change management
Proactively identify and advocate for opportunities to introduce/improve broker support systems and tools to meet changing needs and the changing lending environment
Foster a continuous improvement culture within the team to drive efficiencies and improve customer (broker) experience
Ensure customer (broker) experience and insights are considered across all change initiatives introduced
Work with internal businesses to ensure early escalation of any issues affecting the network.
Provide Leadership, SME advice and support to the Franchise network on Help Centre structure and content, as well as troubleshooting of issues with any of these.
Engage with the network to promote understanding of how to use Help Centre
Who we’re looking for
Experience in residential lending preferably with multiple lenders is ideal, a background in financial services is required.
Experience in a similar role managing a knowledge base
2+ years project management and/or change management experience
Zendesk suite - Experience and understanding of the Zendesk platform, particularly Guide is ideal
Tertiary qualifications (or in progress) in a related business discipline, for example Organisational Psychology or Adult Education would be highly beneficial
2+ years managing stakeholders or leadership experience, coaching and facilitating capabilities is highly desirable
The REA experience
The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development – both professionally and personally. Your experience with us is something we take seriously.
We offer:
A hybrid and flexible approach to working
Flexible parental leave offering for primary and secondary carers
Programs to support mental, emotional, financial and physical health & wellbeing
Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.
Hack Days so you can bring your big ideas to life
Performance recognition programs because hard work should never go unnoticed
Our commitment to Diversity, Equity, and Inclusion
We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking - be it cultural and ethnic backgrounds, gender identity, disability, age, sexual orientation, or any other identity or lived experience. We know diverse teams are critical to maintaining our success and driving new business opportunities. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.
If you like the sound of us, then we think you should apply today. We're proud to be Circle Back Initiative Employer and we commit to respond to every applicant. While we're looking at your application, and preparing to come back to you with an update, why not get to know us a bit more through our various social channels?
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