Director of Knowledge Management & Process Excellence

Acosta; Rogers (AR); Vor Ort; USD 144.000 - 180.000; Vollzeit

Zusammenfassung

Acosta is seeking a senior knowledge governance leader to build and govern the GBS knowledge infrastructure for its dual-hub GCC. You will own the SOP library, process maps, RACI documentation, and the knowledge transfer playbook, ensuring all migrations carry complete, signed-off documentation.

You will lead a team of analysts, set governance standards, and align documentation with AI/automation initiatives, while influencing enterprise operating model decisions and global business services

Qualifikationen

• Bachelor's degree in Business, Operations or related field.
• 7-10 years in GBS or shared services with leadership experience.
• Experience building SOP libraries and KM systems.
• Knowledge of BPMN and process mapping.
• Experience with SharePoint/OneDrive governance.
• Experience with AI/automation environments.

Aufgaben

• 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.

Kenntnisse

KM systems knowledge

SOP libraries

Process documentation

Stakeholder management

Analytical thinking

Project management

Automation readiness

GCC/SSC experience

Ausbildung

Bachelor's degree in Business, Operations or related field

Tools

SharePoint/OneDrive

Process Mining tools (Celonis)

BPMN notation

Jobbeschreibung

Acosta is seeking a senior knowledge governance leader to build and govern the GBS knowledge infrastructure for its dual-hub GCC. You will own the SOP library, process maps, RACI documentation, and the knowledge transfer playbook, ensuring all migrations carry complete, signed-off documentation.

You will lead a team of analysts, set governance standards, and align documentation with AI/automation initiatives, while influencing enterprise operating model decisions and global business services