The Role
Leads knowledge management for a global business services organization, governing SOPs, process maps, RACIs, repositories, and knowledge-transfer programs. Oversees documentation readiness for GCC transitions, advises executives on transformation risks and automation opportunities, and manages analysts who convert institutional knowledge into reusable assets. Establishes governance standards across Finance, HR, Procurement, IT, and other functions while supporting operating-model design, onboarding, service improvement, and large-scale transformation.
Summary Generated by Built In
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
ResponsibilitiesPrimary 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.
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
Skills Required
- Bachelor’s degree in Business, Operations, or a related field, or equivalent experience
- 7–10 years of experience in GBS, shared services, or large-scale business transformation
- At least 4 years of leadership experience
- Experience building SOP libraries and knowledge management systems in GCC or SSC environments
- Strong process documentation skills, including BPMN or equivalent process mapping proficiency
- Experience designing and governing SharePoint or OneDrive knowledge repositories
- Ability to extract tribal knowledge from subject matter experts and convert it into structured documentation
- Strong analytical, problem-solving, and project management skills
- Strong communication and stakeholder management abilities
- Experience with process mining tools, preferably Celonis
- Lean Six Sigma Green Belt certification
- Prior GCC transition experience, preferably involving India or Mexico
- Experience in Finance, HR, or Procurement process environments
- Experience working in AI or automation environments
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The Company
What We Do
Acosta is an integrated sales and marketing services provider that enables consumer packaged goods brands and retailers to win in the modern marketplace by delivering progressive solutions and exceptional service. With more than 90 years of experience, Acosta understands evolving consumer needs and helps its clients and customers stay a step ahead, fueling their accelerated performance. For more information, please visit www.acosta.com.
