Director, Knowledge Management

DESCRIPTION

Build and govern Acosta Group’s GBS knowledge infrastructure for its dual-hub GCC. Owns the SOP library, process map governance, RACI documentation, knowledge repository, and GCC knowledge transfer — ensuring no process migrates without a complete, signed-off documentation package

RESPONSIBILITIES

Primary Responsibilities

• Knowledge Repository Design & Governance: Design and maintain the GBS central knowledge repository as single source of truth. Establish taxonomy, versioning standards, and access governance.

• SOP Templates & Process Documentation: Develop the GBS SOP master library covering Finance, HR, Procurement, IT, and BAS. Structure SOPs for wave-based transition readiness.

• Process Mapping Standards: Define and govern the GBS process mapping standard: swimlane, BPMN-aligned notation, and approval workflow. All Wave 1 maps signed off before migration gate.

• RACI Documentation: Design and maintain the GBS RACI master covering all functions, processes, geographies, and operating model layers. Document transition of accountability to GCC.

• GCC Knowledge Transfer & Onboarding: Build and manage the GCC knowledge transfer playbook: KT schedules, shadow/reverse-shadow protocols, and go-live readiness tracking per wave.

• Documentation Quality & AI Readiness: Conduct readiness reviews at each wave gate. Ensure dual sign-off on critical documents. Align documentation standards with AI/Automation program requirements.

• Influence enterprise operating model decisions, organizational design, shared services strategy, and global business services transformation efforts through process and performance insights.

• Advise senior executives on enterprise risks, process maturity, automation opportunities, and organizational readiness for large-scale transformation initiatives.

• Oversee the organization's knowledge management strategy, leading a team of analysts responsible for transforming institutional knowledge into structured, reusable assets that accelerate onboarding, improve service delivery, reduce operational risk, and enable digital transformation.

QUALIFICATIONS

Minimum Qualifications-Education and Experience

• Bachelors degree in Business, Operations or related field or equivalent years of experience.

• 7-10 years in GBS, shared services, or large-scale business transformation with at least 4 years experience in a leadership role.

Minimum Qualifications-Knowledge, Skills and Abilities

• Demonstrated experience building SOP libraries and KM systems in GCC or SSC environments

• Strong process documentation skills (BPMN or equivalent mapping proficiency)

• Experience with SharePoint/OneDrive knowledge repository design and governance

• Ability to extract tribal knowledge from SMEs and translate into structured documentation

• Excellent analytical, problem-solving, and project management skills.

• Strong communication and stakeholder management abilities.

• Experience with Process Mining tools (Celonis preferred)

• Lean Six Sigma Green Belt minimum preferred

• Prior GCC transition experience (India or Mexico preferred)

• Finance, HR, or Procurement process environment experience (Wave 1 scope)

• Experience in AI/automation environments

ABOUT US

Acosta, and its subsidiaries, is an Equal Opportunity Employer

Job Category: Administration

Position Type: Full time

Business Unit: Corporate

Salary Range: $143800.00 - $179800.00

Company: Acosta Employee Holdco LLC

Req ID: 41069