Knowledge Transfer Procedure
Knowledge Transfer Procedure
Effective knowledge transfer is critical to maintaining operational continuity when employees leave the bank or move to new roles internally. This procedure outlines the steps that line managers and departing employees must follow to ensure that institutional knowledge is captured, documented, and handed over systematically.
Scope
This procedure applies to all employees who are:
- Leaving Global Bank (resignation, retirement, redundancy, or end of contract).
- Transferring to a different department or business unit within the bank.
- Moving to a significantly different role within the same team.
Timelines
| Milestone | Deadline |
|---|---|
| Line manager initiates knowledge transfer plan | Within 5 business days of confirmed departure/transfer |
| Departing employee completes Knowledge Transfer Document | At least 10 business days before last working day |
| Handover meetings completed | At least 5 business days before last working day |
| Line manager signs off on knowledge transfer completion | Last working day |
Step 1: Identify Key Knowledge Areas
The line manager and departing employee should collaboratively identify all critical knowledge areas, including:
- Processes and workflows: Recurring tasks, scheduled reports, regular deliverables, and standard operating procedures.
- Client and stakeholder relationships: Key contacts, relationship history, and ongoing commitments.
- Systems and tools: Specialist system access, configurations, saved queries, and automation scripts.
- Documentation: Location of key documents, shared drives, SharePoint sites, and Confluence spaces.
- Institutional knowledge: Unwritten practices, historical context, and lessons learned.
Step 2: Complete the Knowledge Transfer Document
The departing employee must complete the Knowledge Transfer Document (KTD) template, available on the HR SharePoint site under Templates > Offboarding > Knowledge Transfer Document. The KTD should include:
- A comprehensive list of ongoing responsibilities and their current status.
- Step-by-step instructions for all recurring processes.
- A list of key contacts (internal and external) with context on the relationship.
- Access credentials and system configurations (submitted securely via CyberArk, never in plain text).
- Outstanding issues, risks, or items requiring follow-up.
- Recommendations for the successor.
Step 3: Conduct Handover Meetings
The departing employee should conduct structured handover meetings with:
- Their direct successor (if identified).
- The line manager.
- Key stakeholders who depend on the departing employee's work.
These meetings should be documented with meeting notes stored in the team's SharePoint site. Where practical, the departing employee should shadow their successor or walk them through live processes.
Step 4: Transfer Digital Assets
- All work files must be moved from personal OneDrive folders to the appropriate team SharePoint site or shared drive.
- Email rules, calendar invites for recurring meetings, and distribution list memberships should be reviewed and transferred as necessary.
- Any personal bookmarks, saved searches, or custom reports in business systems should be documented in the KTD.
Step 5: Line Manager Sign-Off
The line manager reviews the completed KTD and confirms that all critical knowledge has been adequately transferred. This sign-off is recorded in Workday as part of the Offboarding Checklist.
Escalation
If a departing employee is unable or unwilling to complete the knowledge transfer process, the line manager should escalate to their HR Business Partner immediately. In cases of summary dismissal or other urgent departures, HR Services will coordinate an expedited knowledge recovery process with the relevant business unit.
For questions, contact HR Services at hr.services@globalbank.com or extension 4400.