Overview 

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. 

Role Description 

• Manages a team of up to 20 within an Managed Services engagement, ensuring operational delivery to required service levels and quality standards, working closely with other Team Leaders, Operation Assistant Managers, Operations Managers and offshore peers where relevant. 

• Ensures output of team is maximised through timely and appropriate performance management with individuals including coaching and feedback. 

• Acts as a point of contact for day-to-day client queries, as well as providing input to planning and preparing material for regular weekly and monthly meetings. 

• Proactively work with several internal functions e.g. People Enablement, Commercial Planning & Sales and Project Enablement and Insight to ensure successful delivery. 

Deliverables 

• Deliver effective leadership of the team through the use of appropriate line management, performance managing and developing individuals to maximise talent.  

• Ensure that Managed Services principles are applied to the team to deliver successful and well-controlled outcomes. 

• Work effectively with management to ensure the team is 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. 

• Ability to identify training needs and arrange coaching as required to ensure all team members achieve and maintain competency level. 

• Act as a contact for client relationship activities and on occasion provide input, preparation and support to reporting as appropriate.  

• Maintenance of Service Levels in team, ensuring the client’s interest is protected at all times in complying with statutory regulations and legislation whilst delivering on Managed Se

Overview 

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. 

Role Description 

• 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. 

Deliverables 

• 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 protected at all times 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. 

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