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About the role
- Knowledge and enablement lead scaling Mercury fintech risk-operations documentation and training. Governing BPO content, certifications, standards, and AI-ready knowledge systems.
Responsibilities
- Own the architecture for the canonical library of risk-operations procedures, including ownership, versioning, publication and review dates, deprecation rules, and annual review cycles
- Design knowledge systems for access and application through AI-powered tools
- Set policy, procedure, documentation standards, templates, and structural conventions across risk operations
- Structure documentation so business risk can build RCSAs and controls and compliance can approve regulatory content consistently
- Run governance for review cadence, standards compliance, exception handling, and escalation
- Own audit and examination readiness of the documentation estate
- Directly manage a vendor-based team of technical content writers, including priorities, performance expectations, feedback, quality standards, pod selection, and capability development
- Define enablement and documentation requirements for practitioners embedded across risk programs
- Design vendor-delivery training and certification systems using milestone-based curricula, topic-level certifications, and certification-based routing
- Define and report metrics including time-to-productivity, certification coverage, procedure freshness, review compliance, and quality-failure/training-intervention links
- Build documentation and certification pathways supporting cross-skilling across onboarding, ODD/EDD, AML/sanctions, fraud, and disputes
- Help build Mercury's enablement backbone of policy, procedure, standards, and training for its BPO and Risk Platform SaaS vendor ecosystem
Requirements
- 7–10+ years of experience in knowledge management, enablement/L&D, operational training, or related functions, including experience building or substantially scaling a knowledge-management and/or enablement function
- Experience operating in a regulated industry or similarly complex, control-oriented environment
- Hybrid skill set spanning knowledge management and enablement/L&D
- Experience designing knowledge, training, and certification programs for BPO or outsourced operations teams
- Experience leading a team, pod, or vendor-delivered group
- Track record of setting standards adopted by teams outside the reporting line
- Strong systems thinking and writing skills
- Ability to build practical operating models and cadence in ambiguous or evolving environments
- Experience defining and reporting metrics demonstrating program effectiveness and operational impact
- Thoughtful perspective on how AI can improve knowledge management and enablement
- Preferred: experience in financial services, banking, fintech, payments, or related financial-services environment
- Preferred: familiarity with KYC/KYB, AML, fraud, disputes, and examiner or internal-auditor documentation expectations
- Preferred: familiarity with knowledge-management and enablement platforms, ideally Guru, WorkRamp, or similar tools
- Preferred: experience as the central standard-setter across a federated or decentralized organization
- Preferred: startup or high-growth experience and comfort building from a blank page
Benefits
- Base salary
- Equity (stock options/RSUs)
- Benefits
- Equal Employment Opportunity employer
- Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs
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