Training and Knowledge Manager at Teknowledge

At TeKnowledge, we turn complexity into clarity – and potential into progress. We go beyond problem-solving to transform how you grow. By blending cutting-edge technology with expert insight, we help enterprises, governments and tech vendors tackle their biggest challenges while preparing them for what’s next. From strategy to execution, we drive smarter, faster, and more sustained innovation—empowering organizations with the capability and control to lead with confidence.

We are recruiting to fill the position below:

Job Title: Training and Knowledge Manager

Req ID: 2025-16973
Location: Victoria Island, Lagos

Overview

• We're seeking a Training and Knowledge Manager to lead the development, delivery, and governance of training programs and knowledge management systems across the organization.
• This role ensures that operations staff—from frontline support to back-office functions—are well-equipped with the skills, knowledge, and tools they need to perform efficiently, consistently, and in alignment with business objectives.
• The successful candidate will collaborate closely with subject matter experts, product and technology teams, and process/service owners to keep training and knowledge materials accurate, relevant, and aligned with evolving business processes.

Responsibilities

• Design, lead, and continuously improve the training strategy for operations teams, aligned with business goals, service standards, and regulatory requirements.
• Lead the strategy, implementation, and ongoing management of the organization's knowledge management system (KMS).
• Oversee the development and delivery of onboarding, role-based, and cross-functional training programs to support growth, quality, and efficiency.
• Identify learning gaps and implement competency-based learning paths and certification frameworks.
• Establish training metrics, track outcomes, and measure effectiveness through KPIs, feedback, and performance data.
• Own and govern the operations knowledge base, ensuring content is current, structured, accurate, and easy to navigate.
• Promote a self-service culture by improving knowledge accessibility and usability for frontline teams.
• Act as a change agent during process rollouts, system upgrades, or new platform releases by delivering enablement strategies that ensure successful knowledge sharing and adoption.
• Collaborate with department heads, vendors, and SMEs to identify knowledge gaps and training opportunities.
• Serve as the central point of contact for all training and knowledge-related inquiries.

Qualifications
Education & Certifications:

• Bachelor’s degree in Knowledge Management, Information Science, or related field.
• Experience with Learning Management Systems (LMS) administration.
• Familiarity with UX/UI principles for designing intuitive knowledge portals.
• Certified Professional in Learning and Performance (CPLP) – ATD.
• Knowledge-Centered Service (KCS) Certification – Consortium for Service Innovation.
• Certified Knowledge Manager (CKM) – KM Institute.
• Instructional Design Certification – ATD or equivalent.
• ServiceNow Certified Implementation Specialist – Knowledge Management (preferred if using ServiceNow).
• Microsoft Certified: SharePoint Administrator Associate (preferred if using SharePoint).
• ITIL Foundation (for process alignment and service management).

Experience & Skills:

• 7+ years of experience in training, knowledge management, or learning & development, with at least 3 years in a leadership or strategic role.
• Proven success designing and leading training programs and knowledge strategies at scale in a fintech, digital services, or high-volume operations environment.
• Strong background in managing or governing knowledge bases, SOP libraries, and structured content.
• Expertise in managing and optimizing Knowledge Management Systems (KMS) such as Confluence, SharePoint, or ServiceNow Knowledge.

Application Closing Date
Not Specified.