Knowledge Manager in Birmingham

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries. EQ is a fintech that connects the future of capital, communications, and governance, building trust and confidence in every market we serve. We are TRUSTED to deliver on our commitments, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services. There has never been a better time to join EQ.

Role Summary

The Knowledge Manager is central to ensuring the organisation’s knowledge assets are managed, optimised, and leveraged to support operational efficiency, governance, and customer servicing. This role will champion a ‘single source of truth’ across multiple internal and external channels, ensuring content is accurate, accessible, and risk-controlled for all colleagues, stakeholders and where appropriate customers.

Core Duties/Responsibilities

• Maintain, enhance, and take ownership of the Knowledge Management platform (e.g., Verint, Edison), ensuring content governance, version control, and compliance with internal and regulatory standards.
• Oversee the creation, review, and update of knowledge articles, FAQs, decision trees, and training material for a wide range of business areas, ensuring information is current, accurate, and easily accessible.
• Implement and manage structured workflows for content approval, periodic sign-off (quarterly, half-yearly, annually), and lifecycle management.
• Champion the continuous improvement cycle by using data, customer feedback (including IVR surveys), and speech analytics to assess programme effectiveness and recommend enhancements.
• Promote a knowledge-sharing culture across the organisation by delivering training, communications, and awareness programmes on KM tools and best practices.
• Collaborate with operational teams, IT, governance, Learning & Development, and other stakeholders to align KM strategy and support change initiatives.
• Manage relationships with external vendors and suppliers, supporting system enhancements, integrations (e.g., SSO, Azure groups), and contract negotiations.
• Design, develop, and manage innovative programmes and solutions that meet organisational needs, using data and vendor selection processes (RFP) as required.
• Champion data-driven decision making and ensure actionable insight is shared with key leadership and executive stakeholders.
• Manage the team of knowledge champions in various locations. Knowledge champions will be located across global offices (US, UK, India).
• Collaboration across global offices (US, UK, India) is essential, and occasional international travel may be required.

Skills, Knowledge & Experience

• Strong understanding of knowledge management principles, content governance, and risk controls.
• Strong background in people management, leading cross location teams is advantageous.
• Excellent stakeholder management, communication, and presentation skills, with the ability to influence senior management and advocate for change.
• Experience managing enterprise-level KM systems and content workflows.
• Analytical capability; experience using data visualisation tools (e.g., Power BI) to analyse and report on Knowledge Management effectiveness.
• Technical proficiency in KM platforms, workflow management, and basic system integrations (e.g., HTML, SSO, Azure groups).
• Proven ability to work independently, manage complex tasks, and drive process improvements without direct budget ownership.
• Experience in demand/capacity/resource planning within a regulated, KPI-driven environment.
• Familiarity with regulatory and risk management requirements.
• Meticulous attention to detail, intellectual curiosity, and a proactive approach to continuous improvement.
• Experience of exposure to operational change projects, governance processes, and vendor management.
• Flexible support across business areas and willingness to adapt to changing priorities.
• International travel experience and ability to collaborate effectively across US, UK, and India are highly desirable.

What We Offer

• Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
• All Employee Long Term Incentive Plan (LTIP) – Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.
• Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhanced cover.
• Employee discounts – Discounts and cashback at your favourite high street stores through our EQ Wins Platform.
• Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
• Time Off – Typically 29 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
• Winning together – Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.
• Learning & Development – Investment in LinkedIn Learning for all colleagues.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

Our people and platforms connect businesses with markets, engage customers with their investments and allow organisations to grow and transform. Our vision is to help businesses and individuals succeed, creating positive experiences for the millions of people who rely on us for a sustainable future. We provide share registration, deliver services for reward and benefits and develop solutions for customer management in regulated industries. Our work with some of the most significant organisations in the UK and US means we engage with 29 million of their shareholders, pensioners and employees.