Knowledge & Enablement Lead - Mercury

Role Overview

Mercury's Vendor Strategy team is hiring a Knowledge & Enablement Lead to own the frameworks and governance for how Mercury's risk operations — and the BPO partners who deliver them — document, learn, and prove what they do, as we scale toward bank readiness.

This is one role spanning two disciplines: knowledge management (the single source of truth for how work gets done) and training (how internal and vendor teams learn to do it). It is a system design and framework role with real execution targets behind it. You will set the requirements, standards, and review cadence that risk operations documents and trains against, directly manage a BPO-based team of content writers who produce against those standards, and drive adoption through enablement practitioners embedded on other teams.

About Our Team

The Vendor Strategy function at Mercury manages risk outsourcing across two principal domains — company-wide Business Process Outsourcing (BPO) and Risk Platform SaaS (KYC, KYB, IDV, AML, etc.) — and is building the enablement backbone of policy, procedure, standards, and training that lets that ecosystem scale.

Key Responsibilities

• Own the knowledge framework: Define the architecture for the canonical library of risk-operations procedures — ownership model, versioning, last-published and next-review dates, deprecation rules, and live annual review cycles. Design for how knowledge is accessed and applied through AI-powered tools.
• Set policy, procedure, and documentation standards: Own standards, templates, and structural conventions governing how policy and procedure get written across risk operations.
• Govern adoption and quality: Run the governance layer that keeps standards live: review cadence, compliance against the standard, exception handling, and audit/examination readiness.
• Partner with internal and BPO enablement teams: Collaborate with technical content writers and training leads to identify priorities, provide feedback, and set standards.
• Define requirements for teams you don't manage: Set enablement and documentation requirements that embedded enablement practitioners execute against without a direct reporting line.
• Architect training and certification: Design a training and certification system built for vendor delivery using milestone-based curricula, topic-level certifications, and routing by certification.
• Instrument the function: Define and report metrics showing program improvements over time, such as time-to-productivity, certification coverage, and procedure freshness.
• Enable cross-skilling: Build documentation and certification pathways allowing staffing to flex across risk programs (onboarding, ODD/EDD, AML/sanctions, fraud, disputes).

Qualifications

• 7–10+ years of experience in knowledge management, enablement/L&D, operational training, or related functions, including scaling these functions.
• Experience operating in a regulated industry or 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, setting priorities, and providing direct feedback.
• Track record of setting cross-functional standards and achieving adoption without direct authority.
• Strong systems thinking and writing skills with ability to build practical operating models in ambiguous environments.
• Experience defining and reporting metrics demonstrating program effectiveness.
• Thoughtful perspective on how AI can improve knowledge management and enablement.

Preferred Skills & Experience

• Experience in financial services, banking, fintech, or payments.
• Familiarity with regulated operations such as KYC/KYB, AML, fraud, or disputes.
• Familiarity with knowledge-management and enablement platforms (e.g., Guru, WorkRamp).
• Experience operating centrally across a federated or decentralized organization.
• Startup or high-growth experience.