Knowledge Management Internal Operations Manager

Description

Knowledge Management Internal Operations Manager

Alvarez & Marsal (“A&M”) is a leading independent global professional services firm, specializing in providing turnaround management, performance improvement and corporate advisory services. With more than 8,300 professionals based in over 30 countries on 5 continents, our firm excels in problem solving and value creation. Drawing on a strong operational heritage and hands-on-approach, our professionals work closely with organizations and stakeholders to help tackle complex business issues and maximize value.

A&M’s Knowledge Management (“KM”) team is a part of a growing KM team that has been building and establishing over recent years.  KM maintains functional ownership over the firm’s global intranet, advises on global content and stakeholder management both at the whole-firm level and at the division and region-specific level and guides strategy and functional support over communications through M365 collaboration tools, strategy and functional support over Knowledge Systems touching areas of governance and reporting in addition to the M365 stack.

The KM team is seeking an enthusiastic, self-motivated Knowledge Management (“KM”) Internal Operations Manager.  Candidates should be prepared to help and influence the strategic direction and building of the capability. The successful candidate will play a vital role in collaborating between our three sub-teams: KM Global Field Operations, KM System Services and KM Business Partnership. This role requires the keen ability to multi-task managing multiple projects with varying timelines and will be asked to dive in and help project manage large and strategic initiatives alongside one or more of our three sub teams. Examples of project work will include both technical implementations (such as bringing in reporting tools) to client-facing projects to help our divisions and regions as they mature in Knowledge Management. The key management activities will include heavy stakeholder management and change management, working with our technical teams and business partners as we roll out new tools, processes and improvements.  

Principal responsibilities

Serve as a liaison between our three KM sub teams, corporate groups as needed to support strategy and vision alignment, communication about operations and ongoing projects and initiatives, while remaining keenly aware of any risks, pitfalls or issues that need to be managed.

• Build relationships across the three KM sub teams (KM Global Operations, KM System Services and KM Business Partnership) to support collaboration and connectivity on their priorities (some overlapping, some independent).
• Share knowledge of processes, approaches, methods, tools/platforms, projects, and efforts across the three KM sub teams
• Assist with identification and execution of necessary internal process improvement opportunities such as governance, issue tracking, request tracking, project updates, etc.
• Support the KM effort to partner with other shared services to assist business units in the achievement of their KM goals. For example, establishing good working protocols with IT, compliance, legal and our research center will be critical to best serve our internal customers.

For the more strategic and broadly applicable projects, serve as a general project and change manager by helping our three KM sub teams properly roll out new systems, processes and changes to divisions, regions and/or the full firm.

• Manage relationships between our division/region leaders and stakeholders throughout the project or effort alongside our 3 KM sub teams
• Assist and/or lead change management recommendations and efforts to ensure communication and planning is properly managed and supported. Pull in other team members as needed
• Lead the initiation and planning of project(s) identifying project goals, objectives and scope alongside our KM sub team leaders; set appropriate expectations across teams, and ensure overall feasibility of project
• Support the project with documentation, meeting follow-up and building PPT decks as needed throughout to achieve the project or effort’s goals
• Consistently communicate with KM team and other corporate groups that should be kept aware or involved and all division/region stakeholders
• Stay on top of risk areas, escalate as you sense they are or could impact the effort

Grow A&M KM knowledge and expertise

• As knowledge increases about technologies by helping manage rollouts and partnering to support KM maturity, develop a core understanding of each of the KM systems and how they are used to support A&M.
• Support the growth of the value proposition of KM at A&M by seeking to learn and apply KM best practices in ways that best ensure success of KM support model.
• Share, influence and encourage best practices and knowledge with the KM team and beyond

• Support awareness building efforts in partnership with all 3 sub teams, including assisting with training materials and sessions, workshops, etc.

General

• Demonstrate a willingness to assist with tasks outside immediate key role requirements for the benefit of overall organizational success

Educational/Technical Qualifications

• 3-6 years of experience in a corporate environment; experience working at a professional service or consultancy firm highly preferred
• Specific experience in consulting, strategy advisory, light project management or operational improvement roles highly preferred
• Knowledge Management experience preferred
• Excellent proactive project management and change management skills, able to manage multiple projects, and multi-task
• Outstanding customer relationship management skills, able to manage expectations, delivery timescales, and agree outputs
• Exceptional written and verbal communication skills
• Proven experience working with professionals of all staff classes up to C-Level
• Microsoft 365, Salesforce, and SharePoint Online experience preferred
• AvePoint and Cardiolog experience a plus

Skills and Attributes

• Consultative approach when partnering to achieve outcomes; ability to set and manage internal and external client expectations
• Demonstrate a high level of ‘grit’ in their perseverance of effort and resilience to challenge
• Strong interpersonal skills with ability to effectively interact with multiple stakeholder groups and senior management
• Analytical reasoning and solution-focused problem solver with the ability to think critically and independently with a keen eye for connecting the dots
• Excellent written and verbal communication skills and receptive listening skills
• Exceptionally close attention to detail
• Capable of synthesizing information
• Demonstrated history of operating with urgency, responsiveness, and client first focus
• Ability to drive to results, in a fast-paced environment; works well under pressure
• Flexible/adaptable and a creative entrepreneurial thinker
• Team player and a positive and “Let’s Get it Done” attitude; willing to pitch in where needed
• Demonstrated self-starter who needs little supervision and is willing to self-teach in new areas of learning.

Diversity & Inclusion

A&M’s entrepreneurial culture celebrates independent thinkers and doers who can positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M’s core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are the main reasons our people love working at A&M. Inclusive Diversity means we embrace diversity, and we foster inclusiveness, encouraging everyone to bring their whole self to work each day. It runs through how we recruit, develop employees, conduct business, support clients, and partner with vendors. It is the A&M way.

Voluntary Inclusion

It is Alvarez & Marsal’s practice to provide and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination because of race, color, sex, sexual orientation, gender identity, family medical history or genetic information, political affiliation, military service, pregnancy, marital status, family status, religion, national origin, age or disability or any other non-merit based factor or any other characteristics in accordance with all applicable laws and regulations.

Unsolicited Resumes from Third-Party Recruiters

Please note that as per A&M policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening and in alignment with our Inclusive Diversity values. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that A&M will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.