Ignition Operations and CX Assistant Manager - 12m FTC

Job description

Ignition Operations & CX Assistant Manager - 12m FTC (106559)

Base Location: Manchester/London KPMG UK offices | KPMG UK

We believe that in today’s world, to solve complex business issues and to spark real change, you need to think and work differently. Traditional transformation approaches often don’t take clients far enough and aren’t delivered quickly enough. We believe that the key to unlock this problem is outcome-focussed innovation and collaboration.

The Ignition Team delivers powerful and immersive experiences enabled by bespoke Ignition spaces: the Discovery & Insights Centre, the Lab, the U Collaborate suite and our Sprint rooms. These experiences drive insight, acceleration, genuine transformation breakthroughs and ultimately, performance.

In the summer of 2020, we opened the UK’s first Ignition Centre, transforming the way we work with our clients and each other by combining specialist ways of working with dynamic, collaborative physical, virtual and hybrid environments.  Ignition not only helps us to deliver what clients need today, it also brings our digital expertise and content to life in new ways and enables us to develop solutions which prepare clients for a changing future.

Based on our success in London, we have expanded the UK Ignition footprint with our second Ignition centre, located in Manchester.  This role can be based in either centre, but will work across both. 

Why join KPMG Ignition?

Ignition is KPMG UK’s unique ‘collaborative business transformation’ capability, delivered through two bespoke-designed centres based in our Canary Wharf and Manchester offices.

We take our clients through a powerful way of working which drives acceleration and alignment in critical programmes of change. Ignition has speed, agility and collaboration at its heart, and it is a method which drives real results and value fast.

Ignition delivers tailored ‘events’ and ‘immersive experiences’ which enable collaborative problem solving. Ignition events can range from 1-3 days in duration, with 5-80 participants and positioned at critical moments in a transformation journey. Ignition brings people, (including experts from our organisation, alliance partners and our clients), together with relevant insights and technology in a very efficient, collaborative and creative way to accelerate transformation.   

We work with senior executives across our clients, helping them to solve their biggest and most complex challenges in very accelerated timescales - motivating, challenging and influencing them every step of the way.

We also work alongside subject matter experts from across KPMG to help our clients transform for a wide range of reasons, for example building a digital transformation roadmap, bringing together key stakeholders to create a new vision, strategy or business model or improving end to end customer experience.

We deal with highly ambiguous, high intensity and high ‘risk and reward’ scenarios. Ignition engagements are typically triggered when senior clients need urgent/ critical help in solving issues. This means the stakes are high for the client and for KPMG and the route to the ‘answer’ is often challenging to find. Every member of our team requires flexibility, perseverance, influencing skills and an ability to work under pressure and to very tight timelines.

What will you be doing?
Supporting the Ignition Operations and Customer Experience team to deliver the operational running of the Ignition venture, ensuring the smooth delivery of Ignition events, continuous improvement of the Ignition client experience and ongoing development of the Ignition ways of working. Responsibilities:

• To identify, escalate and support the resolution of day-to-day operational issues
• To support the Operations and CX Manager in delivering financial, operational and adhoc reporting
• To manage specific activities and tasks as identified by the Operations and CX manager / Ops and BD Director
• To support the critical early scoping of Ignition opportunities particularly space use requests
• To build critical interlocks with wider firm services as agreed, to identify and support the resolution issues in these areas and lead these relationships where sensible
• To support the identification of Ignition risk related elements
• To work alongside the Ignition Concierge to resolve day to day issues, ensuring centre readiness and maximising customer experience
• Effectively respond to routine Ignition enquiries to categorise actions required
• To contribute to Ignition venture development initiatives
• To support the Ignition Operations central team and wider Ignition team with ad-hoc activities and projects related to the Ignition venture

What will you need to do it?

• Strong understanding of customer experience, demonstrating an ability to align with wider KPMG CX and brand
• Strong competency of Microsoft Tooling particularly Excel, Outlook, PowerPoint
• Demonstrates a broad range of communication channels effectively and appropriately in different situations.
• Awareness and understanding of the key phases of a project and component of a project (usually event) budget
• Ability to identify and log risks and improvements, escalating where appropriate
• Ability to manage your own workload and proactively identify work required
• Ability to manage a range of stakeholders
• Attention to detail and ability to see actions through to completion
• Commercial awareness and an understanding of the impact of daily decisions

Skills we’d love to see/Amazing Extras:

• Experience in the organisation of events/ workshops
• Awareness of the KPMG structure and business model, and how Ignition plays into this
• Fundamental understanding of the KPMG operational processes including procurement, finance, governance, risk etc 

Find out more:

Within Consulting we have a range of divisions and specialisms.  Click the links to find out more below:

• Consulting at KPMG: www.kpmgcareers.co.uk/experienced-professional/consulting/
• ITs Her Future Women in Tech programme: www.kpmgcareers.co.uk/people-culture/it-s-her-future/
• KPMG Workability and Disability confidence: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/need-support-let-us-know/

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