Global Knowledge Insights and Client Support (KICS) Coordinator

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About the Organization

We help solve the most pressing challenges of our time through systemic change. We are entrepreneurs and innovators, designers and creative problem solvers, thinkers, and doers. We are from everywhere, at home anywhere – an African and American company as much as an Asian, Middle Eastern, and European one. We partner with and serve communities, governments, and companies throughout the world, providing an innovative mix of services.  Today’s complex global problems require new solutions, so we approach problems differently and work closely with our partners to create impact at scale. Dalberg is a place where a diverse mix of talented individuals are able to bring their whole selves to work – whether it’s how you identify, where you come from, the languages you speak, the person you love, the way you worship. Dalberg is a home where people feel safe, understood, nurtured and encouraged to grow.

Job Description

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 capture for firm knowledge. You will 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.

Job Responsibilities

The Coordinator is a key member of Dalberg’s Global Knowledge Insights and Client Support team.

Reporting to the KICS Senior Associate, 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. 
• Proactively identify and implement improvements to knowledge systems to enhance usability and effectiveness.
• 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 other Operations teams to maintain high-quality, well-integrated systems across the organization.

Support key knowledge capture and insight sharing processes (20%)

• Support the management of practice areas and client service teams, as well as insights sharing across these teams.
• Help administer the client surveys. 
• Implement  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.

Coordinate with KICS external vendors (10%)

• Serve as the primary point of contact for vendors supporting knowledge management tools and platforms. 
• Track vendor performance against agreed service levels and ensure timely resolution of issues. 
• Coordinate contract renewals, procurement processes, and vendor evaluations to maintain high-quality service delivery.

Staff knowledge support (25%)

• Act as a responsive and reliable resource for staff queries related to knowledge systems, tools, and processes.
• Serve as contact person and liaison between KICS and other operations functions at Dalberg.  
• 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.gside other KICS team staff.

Education Qualification/Required Skills & Experience

To succeed in this role, you need to have:

• A proficiency with knowledge management systems, content management platforms, or data repositories. 
• Strong knowledge of Excel and other data analysis tools; familiarity with reporting and visualization tools (e.g., Power BI, Tableau) is a plus.
• Exceptional attention to detail and ability to manage multiple tasks and priorities. 
• Strong process orientation with a focus on efficiency and compliance.
• Excellent communication skills and the ability to work collaboratively across teams in different time zones. 
• Customer service orientation and responsiveness to staff needs.
• A proactive attitude with a focus on continuous improvement. 
• Eagerness to learn and adapt to new systems and processes. 
• A commitment to maintaining high standards of professionalism and reliability.
• A passion for social impact and a strong interest in international development.

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).
• years of experience in systems management, vendor management, knowledge management or related operational roles, or demonstrated experience through internships and academic projects.

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