Operations Manager - Learning Service Centre

Job description

Job Title: Operations Manager – Learning Service Centre

2 year Fixed Term Contract 

Base Location: Leeds based (Hybrid)

The KPMG Learning Services team is an integral part of KPMG’s Consultancy practice and a growing part of our business. It is an exciting capability area that seeks to tackle the full breadth of clients’ learning needs. Our work covers a whole spectrum of services at the scale and quality that the market is demanding. By closely monitoring market drivers and learning trends, we have combined a best of breed technology enabled platform with a modular approach, a library of re-usable digital content and a service delivery capability. Our Learning Services curriculum is designed to deliver more than just training.

KPMG is one of the world's largest and most respected consultancy businesses, we've supported the UK through times of war and peace, prosperity and recession, political and regulatory upheaval. We've proudly stood beside the institutions and businesses which make the UK what it is.

Why Join the KPMG Learning Services team as an Operations Manager

KPMG Managed Learning Services delivers innovative, bespoke and high quality learning to a number of high profile public and private sector clients. The Service Centre supports the operation by providing a multifunctional service centres underpinned by quality administration and excellent customer service to support the learners and suppliers. The role requires leadership of our onshore and off shore service centres to provide a strong client/customer experience in the booking, organisation and delivery of training events, with a first time right approach. Strong people management skills and experience are therefore essential, with a demonstrable track record of having successfully led a team in a fast moving operational environment.

What will you be doing?

• Ensure the service centres are resourced with sufficient well- trained and well-motivated resources and that they are developed to their potential in line with current and predicted operational needs
• To effectively manage processes, ensuring a high level of customer service to all customers
• Maintain day to day client relationship activities and provide input, preparation and support to performance reporting
• Contingency planning for volumes, allowing for changes arising from internal and external factors
• Maintenance of Service Levels ensuring a high level of customer service at all times
• Ensure appropriate risk controls are in place so that items such as the potential risk to the company arising from money laundering and fraud, is minimised
• Actively protecting the client’s interest at all times in complying with statutory regulations and legislation
• Constantly seek opportunities to automate the existing process and support improvements to processes and techniques to achieve higher levels of efficiency and effectiveness and to maximise productivity gains

What will you need to do it?

• Experience in an operational environment, where some time has been spent at a management level
• Experience of managing a small/medium team
• Demonstrable leadership experience, motivating teams to deliver high levels of customer service
• Good communication and relationship management skills
• Analytical and problem solving skills and the ability to use information to generate creative solutions to benefit the business.
• Budgeting, forecasting and planning experience in an operational environment

Skills we’d love to see/Amazing Extras:

• Previous Operational Management experience in the delivery of Learning Services to external clients

To discuss this or wider Learning Content / Technology 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 talent across the country but preference will be given to candidates who are willing and able to do 2 day per week in our core hubs for this role, which are:

Leeds

We can potentially facilitate 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 Tech and Engineering we have a range of divisions and specialisms. Click the links to find out more below:

Technology and Engineering at KPMG: www.kpmgcareers.co.uk/experienced-professional/technology-engineering/

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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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