AutoReq ID 5011BR Job Title Training and Competency Manager - 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 Job Title: Training and Competency Manager

Location: Leeds

Service Line: Management Consulting

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 managing the Training and Competency Framework across multiple client engagements in support of the Operations to achieve its business goals and deliver a competent workforce.

The role is responsible for the creation of a robust and appropriate training and competency scheme, personalised for each engagement to provide the services referred to above in support of an Operation.

The ability to engage and communicate with good people management skills and experience are therefore essential, with a demonstrable track record of having successfully managed a similar function in an operations environment.

In addition, the role will be required to build an understanding of our technology product (BPMO) to support the delivery of change into the operation, with a focus on process standardisation and improvement to ensure our services are delivered to a high quality at as low a cost as possible.

Roles and responsibilities

??? Building core knowledge in Ops Support team during set up and shaping activities for each engagement

- Dealing with recruitment requirements during growth and expansion periods as per capacity plan in liaison with UK & KGS Operations Managers and resource partners

- 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

- Creation and management of training plans to ensure all staff achieve competency within reasonable timeframe

- Ensure maintenance of competency levels through use of staff knowledge assessment and TNA to deliver targeted refresher training and alerts

- Input to resource forecasting and contingency planning, allowing for changes arising from internal and external factors

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

- Maintain policy, procedures and working practice guides, as well as communication and training logs, ensuring complies fully with all legal and relevant regulatory requirements and codes of practices / conduct

- Ownership of manual workaround logs, pending transition to end-state solution

- Creation and management of communication plans for roll out of change, during set-up and throughout the life of the engagement

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

Key Performance Indicators

- Accredited workforce within reasonable timeframes post training completion

- Maintaining staff competency levels throughout engagement

- Adherence to regulatory requirements

- All communications meet agreed K-CRC standards

- Deliverables in Line with the Ops Score Cards or Plans

- Satisfactory Audit reports

- Colleague Engagement & turnover

Skills and Experience:

- Min 3 yrs in an operational environment, where at least 2 yrs has been spent within a Training and Competency function

- Good communication and relationship management skills.

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

- Understanding of K-CRC's tactical and strategic objectives

- 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 ??? Strong training and presentation skills

- Demonstrated ability to conduct and embed 'train the trainer' activities

- Structured approach to communication types based on recipient and content


- Integrity

- Planning & Organising

- Interpersonal Effectiveness

- Leadership

- Decision Making

- Customer Focussed

- Driving Results

- Accountability

- Creative thinking

- Resilience

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: Curriculum, Training, Consulting, Claims, Law, Education, Operations, Technology, Insurance, Legal
Salary: . Date posted: 25/08/2013