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Financial Times
Manila
Source: Financial Times careers · View original posting
From Financial Times's posting. “We” and “our” refer to the employer.
The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking.
Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.
At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular, barriers facing employees from underrepresented groups.
The Senior Process & Knowledge Specialist is responsible for driving the strategic development, governance, and continuous improvement of Customer Care operational processes and knowledge management practices. The role designs and governs the operational knowledge and process ecosystem, ensuring workflows, operational guidance, and knowledge assets are structured, scalable, and aligned to support consistent, efficient, and customer-focused service delivery across agent, self-service, and AI-assisted support experiences.
Working collaboratively across Customer Care and key business functions, the role plays a key part in enhancing operational efficiency, agent and customer experience, process consistency, and knowledge effectiveness. The role also oversees the ongoing optimisation of the Customer Care knowledge base, ensuring content remains accessible, compliant, and aligned with evolving operational and business needs.
Our benefits vary depending on location, but we are committed to providing best-in-class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include: generous annual leave, flexible working (including working from home), health coverage (medical & dental), company match and enhanced family leave packages. Full details of our benefits can be found here.
The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated.
Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, please contact a member of our HR team, who will be happy to help.
LAYIQ is an independent job-discovery service. This listing does not imply a partnership with or endorsement by the employer. Review the original posting for current details and availability.
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