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 Coordinator 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:

• Maintain and manage knowledge and insight systems (30%)
  • Oversee the functionality, updates, and enhancements of knowledge management systems, ensuring they meet the needs of staff globally. 
  • Manage user access, troubleshoot technical issues, and ensure seamless integration with other organizational tools. 
  • Conduct regular audits to ensure data accuracy, consistency, and compliance with organizational policies. 
  • Collaborate with the AI Consultant to identify and implement improvements to existing systems.
  • Track Dalberg’s business development accounts and procurement platforms, ensuring opportunities reach the right teams.
  • Coordinate contract renewals, procurement processes, and vendor evaluations to maintain high-quality service delivery.
• Support standard KICS processes across the firm (30%)
  • Support the management of practice areas, client service teams, and the administration of client surveys. 
  • Ensure the smooth rollout and adoption of AI tools, including training and ongoing support for staff. 
  • Facilitate the implementation of standardized processes to enhance consistency and efficiency across teams. 
  • Ensure regular updates to organizational data repositories, ensuring relevance and accuracy. 
  • Pull and prepare reports on system usage, compliance metrics, and other performance indicators for leadership review. 
  • Support the preparation of dashboards and visual reports to track progress against KICS team goals.
• Staff knowledge support (30%)
  • Act as a responsive and reliable resource for staff queries related to knowledge systems, tools, and processes. 
  • Serve as contact person and liaison between other operations functions and systems at Dalberg.
  • Provide guidance and troubleshooting support, escalating issues to technical teams or vendors as needed. 
  • Support business development teams by providing past project information and assisting with proposal logistics and administration.
  • Develop and maintain a library of FAQs and guides to empower staff to use systems effectively.
• Contribute to special projects and strategic initiatives (15%)
  • Contribute to and manage special projects that advance the strategic objectives of the KICS team. 
  • Collaborate with cross-functional teams to pilot and implement new systems or initiatives. 
  • Assist in designing and executing new processes that drive innovation and efficiency.

ABOUT YOU

To succeed in this role, you need to have:

• Proficiency with knowledge management systems, content management platforms, or data repositories. Hands-on experience using AI tools (e.g., ChatGPT, Claude, Copilot) and automation platforms (e.g., Zapier, Power Automate) to improve operational processes.
• Demonstrates a strong knowledge of Excel and other data analysis tools; familiarity with workflow automation tools (e.g., Zapier, Power Automate) or reporting and visualization tools (e.g., Power BI, Tableau) is a strong plus.
• Demonstrates exceptional attention to detail and ability to manage multiple tasks and priorities. 
• Demonstrates strong process orientation with a focus on efficiency and compliance.
• Demonstrates excellent communication skills and the ability to work collaboratively across teams. 
• Strong customer service orientation and responsiveness to staff needs.
• Demonstrates a proactive attitude with a focus on continuous improvement. 
• Eagerness to learn and adapt to new systems and processes. 
• Commitment to maintaining high standards of professionalism and reliability.
• Comfortable working across time zones in a highly international, collaborative environment.
• Successful candidates will also demonstrate the following experience and qualifications:
• A bachelor’s degree in a relevant field related to data (e.g., Information Systems, Data Science, Statistics), development (e.g., International Development, Public Policy, International Relations), or business and management (e.g., Economics, Business Administration, Operations Management).
• 0-1 year of experience in systems management, vendor management, knowledge management, or related operational roles, or demonstrated experience through internships and academic projects.