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Head of Operations Support - MC KCRC

KPMG UK Leeds, West Yorkshire Competitive

AutoReq ID 5010BR Job Title Head of Operations Support - MC KCRC Country United Kingdom Location Leeds Function Advisory Management Consulting Service Line Performance Central Management Service Line Information Over 1,000 people make up KPMG's Central Services and they all play a key part in the firm's success. Whether they're in finance, procurement, HR, facilities, marketing or IT, they provide crucial support to the people who work in our 23 UK offices.

Job Description Service Line Information

KPMG's Customer Relationship Centre (K-CRC) provides an innovative and cost effective solution to the delivery of large scale review and/or processing activity across multiple industries, geographies and processes. The K-CRC operation is experienced in but not limited to remediation, complaint handling, claims processing and conduct risk reviews.

Job Description:

The successful applicant will be responsible for effectively leading the Operational Support team incorporating: Change Management and PMO, Planning and Management Information, Risk and Incident Management, Training and Competence, Supplier Management across multiple client engagements in support of the Operations to achieve its business goals and deliver and embed change.

The role will lead a team of at peak c20-30 people in the delivery of services referred to above in support of an Operation of c600. Responsible for creating an efficient and aligned support model across the onshore and offshore operations.

The ability to engage, communicate and inspire confidence in leadership together with strong people management skills and experience are therefore essential, with a demonstrable track record of having successfully led a complex team in an operations support environment.

Roles and responsibilities

??? Liaise with the Transition Manager and provide operational input to IT Technology to ensure designed technical solutions are fit for operational purpose

- Building core knowledge in Ops Support team during set up and shaping activities for each engagement in liaison with Transition Manager

- Manage client relationship in relation to Operations Support activities and produce required outputs for contractual Service Reviews and Risk and Incident reporting

- Working with Head Of Ops and Colleagues to devise strategies and policies then working through team to ensure effectively implemented

- Work collaboratively with the Senior Leadership team responsible for driving the development of the Operations Target Operating Model

- To effectively shape and manage process changes for the client across sites, ensuring a high level of customer service to all customers

- Drive the delivery of business as usual change projects - from requirements through to benefits tracking, ensuring business objectives and targets are met

- Manage the business configurable systems which support Operations in accordance with the framework agreed with Technology Development

- Ensure the effective co-ordination of activity, events, projects and communications across Operations to enable consistency and utilisation of resources

- Dealing with recruitment requirements during growth and expansion periods as per capacity plan in liaison with Operations Manager and KGS Operations Manager

- Ensure the onshore department is resourced with sufficient well trained staff and training requirements and materials are provided to deliver the same standards for offshore activities

- Responsible for Training and Competence framework, documentation and delivery across sites

- Maintain policy, procedures and working practice guides ensuring comply fully with all legal and relevant regulatory requirements and codes of practices / conduct

- Responsible for producing analysis and MI reporting for Operations with incisive commentary aiding in wider performance understanding

- Work with peers to translate forecasts into operational plans and targets

- Responsible for resource forecasting and contingency planning, anticipating changes arising from internal and external factors, agreeing assumption reviews with client as per contractual obligations

- Ensure MI supports a structured approach to performance management and the delivery of robust performance management systems and management information to help support Operations and enhance standards of proficiency and capability

- Ensuring that corrective action relating to any departmental issues are tracked

- Ensure area is protected against major threats, and Business Continuity Plans reflect the actions required during an incident

- Ensure appropriate risk controls are in place so that items such as the potential risk to company arising from money laundering and fraud, is minimised.

- Develop and maintain a good risk and control awareness across the team

- Responsible for risk activities governing team processes as well as Operations

- Ensuring that departmental risks are identified and correlating controls are monitored and tested

- Reporting of issues of concern and/or business incidents to Senior Leadership, and where appropriate, to the client, managing incidents to completion through a structured process

- Responsible for the engagement of Third party Suppliers (in liaison with Procurement and Transition Manager)

- Ensure the effective day to day management of all Third Party Suppliers ensuring appropriate controls, escalation processes and audits are in place

- Provide support and cover for operations management levels across and upwards within K-CRC

- Demonstrate flexibility to lead and manage activities across sites

- Identify individual training and coaching needs and build appropriate succession and development plans

- Lead, motivate, performance manage and develop colleagues, maximising talent and contribution of individuals in delivering value

Key Performance Indicators

??? Profitability of business by controlling costs, losses and margins

- Adherence to regulatory requirements

- Deliverables in Line with the Ops Score Cards or Plans

- Satisfactory Audit reports

- Robust performance data

- Colleague Engagement & turnover

Skills and Experience

- Min 5 yrs in an operational environment, where at least 3 yrs has been spent at a management level

- Strong communication and relationship management skills.

- Experience of project management disciplines and methodologies

- Proven ability to work with other functions, including cross-divisional and external suppliers to achieve business objectives

- Proven ability to work at senior management / executive levels to shape and influence strategic discussions

- Clear vision of K-CRC's tactical and strategic objectives

- Strong 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

- Awareness of the FCA, CCA, Data Protection Act and other relevant legislation, procedures and processes

- Preferred background in Financial services industry, although not essential, with exposure to remediation, complaint handling, claims processing and conduct risk reviews in the UK

- Commercial Awareness

- Strong presentation skills

- Contributes and drives continuous improvement or transformation


- Integrity

- Planning & Organising

- Interpersonal Effectiveness

- Leadership

- Decision Making

- Change Agent

- Customer Focussed

- Commercially Focussed

- Driving Results

- Accountability

- Creative thinking

- Developing others Applying with a Disability KPMG are proud to be an inclusive, equal opportunity employer and we seek to attract and retain the best people from the widest possible talent pool. As a member of The Employers' Forum on Disability we're committed to ensuring that all candidates are treated fairly throughout the Recruitment Process. Should you be successful after the initial application stage, please discuss with your recruitment contact any reasonable adjustments to our Recruitment Process that you may require.

KPMG's commitment to diversity

KPMG consistently features in the Sunday Times Best Big Companies to work for, which has been recognised with a special achievement award to mark our 10 years in the Top 25. We pride ourselves on being a place where your individuality is valued; you can be yourself and still achieve your potential. We believe that your individuality helps us to deliver the best results to our clients. Diversity of background, diversity of experience, diversity of perspective - that's the KPMG difference. But, don't take our word for it, find out more about diversity at KPMG by viewing our policy.

Policy for Agencies

KPMG has a commitment to sourcing candidates directly and as such we do not accept speculative CV's from agencies. Please check here to see our policy on agencies: Policy

Job Segments: Operations Manager, Operations, Consulting, Claims, Law, Technology, Insurance, Legal
Salary: . Date posted: 28/08/2013
11 September 2013
25 September 2013
Full Time
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