ABOUT YOU
Our insights and knowledge are a key part of the value proposition we bring to our clients and of the impact we can have in the world. The Knowledge, Insights and Client Support (KICS) team is a core part of our Global Shared Services team; it is focused on harnessing this knowledge and helping to extract insights from our projects around the world. In doing so, the KICS team helps our teams to improve our client service delivery, strengthen our business development, and ultimately contribute to the social impact and development sector as a whole by sharing our knowledge and insights externally and internally.
The KICS Coordinator plays a critical role in ensuring the effective management and operation of Dalberg’s knowledge systems, vendor relationships, and data processes. They focus on maintaining and improving our systems, ensuring compliance with organizational expectations, supporting staff with responsive and proactive assistance, and contributing to strategic initiatives alongside other KICS team staff.
WHAT YOU WILL DRIVE
The KICS Associate is a key member of Dalberg’s Global Knowledge Insights and Client Support team.
Reporting to the KICS Manager, the coordinator will oversee and manage the daily operations of the Knowledge Insights and Client Support team, a team of 3-5 globally located staff. The individual will:
- Design, build, and embed AI-enabled processes and tools across KICS workflows (40%)
- Design AI-enabled processes and identify automation opportunities across consulting delivery, business development, and knowledge management workflows.
- Collaborate with the AI team to develop and refine AI tools, integrating knowledge layers and serving as KM subject matter expert in testing and iteration.
- Drive adoption and implementation of AI initiatives, including launches, user training, and embedding tools into day-to-day workflows.
- Support the strengthening and formalization of practice area networks (25%)
- Implement our formalized support structures around Practice Areas (PA) and set norms for baseline activity, data sharing and reporting, while creating the infrastructure for quarterly performance reporting aligned with global finance data.
- Work closely with PA Managers (and PA leads) to ensure that they have the information accessible and templates available for them to build strong collateral for their Practice Areas
- Strengthen and structure Dalberg’s approach to business development, client services and client feedback (25%)
- Manage and update all core business development collateral (e.g., introductions to the firm, key statistics, etc.) and ensure that they are readily accessible for business development purposes
- Implement our formalized support structures around CST and help to ensure that norms for baseline activity are met
- Strengthen all Dalberg KICS systems, manage vendors and processes (10%)
- Drive core processes to ensure that baseline requirements around knowledge capture are being met (e.g., at the end of a project)
- Provide training and onboarding to staff on their responsibilities as knowledge and insight champions
- Automate knowledge and business development processes where possible and find efficiencies in cross-operational processes.
- Conduct quality and consistency audits and propose improvements to all current KICS content and system assets by working closely with the wider Operations team currently responsible for these assets, including a bi-annual audit of all databases which feeds into the SAR process for all staff.
ABOUT YOU
To succeed in this role, you need to have:
- Experience in working with knowledge management tools, platforms, or databases.
- Demonstrates familiarity with content management systems (CMS), document repositories, and collaboration platforms such as SharePoint, Confluence, or similar.
- Hands-on experience using AI tools (e.g., ChatGPT, Claude, Copilot) and automation platforms (e.g., Zapier, Power Automate) to improve operational processes.
- Experience with prompt engineering, configuring AI agents (e.g., custom GPTs, AI assistants, retrieval-augmented workflows), and building prompt libraries to support team workflows; ability to train and coach consultants on effective AI use is a plus.
- Proficiency in data organization, cataloging, and tagging.
- Strong communication skills both written and oral; experience in running training sessions or workshops is a plus.
- Ability to train and coach consultants on effective AI use.
- Demonstrates strong analytical skills for organizing, synthesizing, and structuring large volumes of information.
- Demonstrates a commitment to fostering a culture of learning and knowledge sharing within an organization.
- Demonstrates adaptability and eagerness to learn new tools and technologies.
Successful candidates will also demonstrate the following experience and qualifications: