Operations Manager

Job description

Operations Manager - 108694

Base Location: Glasgow,  plus network of 20 offices nationally: www.kpmg88careers.co.uk/experienced-professional/#LeBlender.OfficeLocations

KPMG Managed Services provide an innovative and cost-effective solution to the delivery of large-scale review and/or processing activity across multiple industries, geographies and processes.  The Managed Services operation is experienced in, but not limited to, remediation, complaint handling, claims processing, service delivery and conduct risk reviews. 

We bring together KPMG subject matter expertise, highly skilled operational resource and, where required, proprietary technology assets, providing clients with a single joined-up approach

Why Join KPMG as Operations Manager?

• Operational delivery of a MS engagement, either on a large engagement as a deputy role under an Senior Operations Manager, or on a small (complex or simple) engagement as the lead Operations role. 
• Responsible for managing the mobilisation of new engagements as well as the ongoing delivery of established engagements.  
• Manages a team of up to 50+ people, working closely with offshore peers where relevant.
• Acting as first point of contact for day-to-day client queries, as well as planning and preparing material for regular weekly and monthly meetings
• Proactively work with several internal functions e.g. People Support, Planning and Insight to ensure successful delivery.

What will you be doing?

• Ensure that Managed Services principles are applied to engagement to deliver successful and well-controlled outcomes.
• Ensure onshore and offshore teams are resourced with sufficient well-trained and well-motivated staff performing to their potential in line with current and predicted operational needs throughout the lifecycle of the project and in line with changing requirements.
• Act as day to day contact for client relationship activities and provide input, preparation and support to reporting as appropriate.
• Maintenance of Service Level Agreements in engagement (onshore and offshore), ensuring the client’s interest is always protected in complying with statutory regulations and legislation, whilst delivering on Managed Services and wider KPMG goals. 
• Liaison with experts and stakeholders from within the Firm to achieve exceptional quality standards across the operation, including subject matter experts and proprietary technology owners. 
• Identify, diagnose and oversee solutions to reduce sub-optimal business performance.
• Ensure appropriate controls are designed and in place so that potential risk to the Firm is minimised. Report issues of concern as appropriate and handle any reported breaches in accordance with the relevant guidance/central team.
• Initiate and promote improvements to processes and techniques to achieve higher levels of efficiency and effectiveness and to maximise productivity gains.
• Maintain control over engagement operational budget and capacity plan, demonstrating due care and diligence in exercising operational-level mandates within authority as agreed with client or Oversight Manager.
• Work collaboratively with peers to share best practice and embed consistent ways of working.

What will you need to do it?

• Extensive experience in an operational environment, where at least 3 years has been spent at a management level with responsibility for large teams.
• Budgeting, forecasting and planning experience in an operational environment.
• People leadership skills with strong focus on engagement, coaching & development
• Good communication and relationship management skills demonstrating client focus.
• Analytical and problem-solving skills allied to the ability to use information to generate creative solutions to benefit the business.
• Results driven and demonstrate commercial judgement with strong planning and organising skills 
• Ability to build strong internal networks within MS and wider KPMG

Skills we’d love to see/Amazing Extras:

• Awareness of the FCA, CCA, GDPR and other relevant legislation, procedures and processes.
• Background in Financial services industry, with exposure to remediation, complaint handling, claims processing and conduct risk reviews in the UK.

To discuss this or wider Consulting roles with our recruitment team, all you need to do is apply, create a profile, upload your CV and begin to make your mark with KPMG.

Our Locations:

We are open to talk to Operations Managers across the country but our core hub for this role is:

• Glasgow
• Leeds
• Birmingham
• Manchester

With 20 sites across the UK, we can potentially facilitate office work, working from home, flexible hours, and part-time options. If you have a need for flexibility, please register and discuss this with our team.

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/

For any additional support in applying, please click the links to find out more:

• Applying to KPMG: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/
• Tips for interview: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/application-advice/
• KPMG values: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/our-values/
• KPMG Competencies: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/kpmg-competencies/
• KPMG Locations and FAQ: www.kpmgcareers.co.uk/faq/?category=Experienced+professionals