Operations Director

Service Line Information

KPMG Managed Services brings together the Firm’s subject matter expertise, proprietary technology & tools and deep operations capability to provide an innovative and cost-effective solution for clients seeking to outsource either one-off or ongoing BAU processes.

We operate across multiple industries, geographies and processes and have significant experience in, but not limited to, remediation, complaint handling, client due diligence, claims processing and sanctions screening.

Job Description

This role is pivotal in driving the profitability, scalability and operational excellence of the Managed Services business, while also leading high-performing teams and fostering cross-functional collaboration.

The role will also be responsible for leading and developing the Operations Support teams, ensuring they continue to adapt and evolve to meet the changing needs of the growing Managed Services business. In addition, the role will work collaboratively with key stakeholders to shape and promote Managed Services propositions, both internally and externally. As a key member of the UK Managed Service leadership team, this individual will be accountable for the successful delivery of the Managed Services Coverage element of investment programme working alongside the overall Programme & Transformation Director, ensuring alignment with the Firm’s strategic objectives.

The successful candidate must be able to demonstrate the ability to engage, communicate and inspire confidence, with strong project and people management skills, ideally from within a consulting or operations environment.The role will involve influencing different teams and stakeholders across Managed Services, along with elsewhere in Advisory and the wider Firm so the ability to build and maintain strong relationships and networks will be key to the success of the role.

Roles and responsibilities

• Responsible for supporting the delivery of the overarching Managed Services growth strategy.
• Lead and develop the Managed Services Operations Support teams, shaping the operating and resource model for the ongoing growth and needs of the team, while ensuring the individuals are fully utilised and high performing.
• Shape and develop the operating model to support the expected growth of Managed Services, including workforce planning and capability development.
• Lead the delivery of the Managed Services Coverage programme, ensuring it is delivered on time, within scope and on budget
• Ensure alignment of programme outcomes with the Firm’s strategic goals for Managed Services growth and profitability.
• Responsible for quarterly reporting and any other management information or updates relating to the investment programme, including financials, risk assessments and progress updates.
• Act as a liaison between the programme and programme sponsors, ensuring ongoing strategic alignment and stakeholder buy-in
• Lead, motivate and where appropriate performance manage the Senior Managers and Managers of the Operations Support teams.
• Work with the Sales team to drive awareness, understanding and adoption of Managed Services propositions across the Firm.
• Drive the development and roll out of the Operations Support proposition, along with increasing internal awareness and engagement of the relevant services.
• Work closely with the Head of Operations to ensure effective coordination of activity across all areas of the team.
• Escalation point for Operations Support related incidents.
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Skills and Experience

• Demonstrable  experience in an operational environment, where substantial time has been spent at a senior leadership level driving strategic and operational outcomes.
• Proven ability to work with other functions, including cross-divisional and external suppliers to delivery integrated business solutions and achieve shared goals
• Strong interpersonal, stakeholder engagement and presentation skills, with the ability to build trust and influence at all levels.
• Experience in budgeting, forecasting and operational planning, with a strong awareness of commercial drives and business performance metrics
• Strong analytical and problem solving skills and the ability to use information to generate creative solutions to benefit the business.
• Awareness of the FCA, CCA, Data Protection Act and other relevant legislation, procedures and processes
• Strong focus on delivery measurable outcomes, driving performance and embedding a culture of accountability and excellence, aligned to the Firm’s strategic objectives and Values.
• Demonstrated success in leading change initiatives, improving processes and embedding new ways of working across teams.
• Understanding of how digital tools and emerging technologies cam enhance operations efficiency and service delivery