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Operations Manager, Managed Services (FTC 12 months)

Date: Jul 12, 2019

Location: Glasgow, United Kingdom

Company: KPMG UK

AutoReq ID145316BR
Job TitleOperations Manager, Managed Services (FTC 12 months)
CountryUnited Kingdom
FunctionSolutions & Digital
Service LineSolutions & Digital
Service Line InformationSolutions & Digital services the broader Firm through delivery of core technology and managed services capabilities, collaboration and innovation development services and building our Alliances network.

KPMG OverviewKPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges.

With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.

Job DescriptionKPMG Managed Services brings together the firm’s subject matter expertise, proprietary technology and tools and deep operations capability to provide an innovative and cost effective solution for clients seeking to outsource either a one-off remediation or an ongoing BAU process. We operate across multiple industries, geographies and processes and have particular experience in complaint handling, claims processing and client due diligence.

Job Description

The role may be used on either a large (complex or simple) engagement as a deputy role under a Senior Operations Manager or on a small (complex or simple) engagement as the lead Operations role. (Please see Operating Model examples)

The successful applicant will be responsible for managing the transition in to the new engagement as well as delivering the objectives and business case for the client. The role will manage a team of up to 50+ people in the delivery of services referred to above.

The ability to engage and communicate, with good people management skills and experience are therefore essential, with a demonstrable track record of having successfully led a small to medium team in an operation environment.

In addition, the role will be required to build an understanding of our technology to support the delivery 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.

The role will involve working with several internal functions e.g. Operations Support, Design and Set Up/Transition, other Operation engagements within Managed Services, so the ability to proactively build and maintain internal networks will be key to the success of the role.

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 team during set up activities in liaison with Transition Manager

- Dealing with growth as per capacity plan in liaison with Operations Support and KGS Operations Manager

- Ensure the onshore department is resourced with sufficient well trained and well-motivated staff and that staff are developed to their potential in line with current and predicted operational needs

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

- Conduct operational reviews of clients existing operations, leveraging operational expertise to consult and identify potential process improvements

- Maintain day to day client relationship activities and provide input, preparation and support to contractual Service Reviews

- Contingency planning for level/volume of accounts, allowing for changes arising from internal and external factors, agreeing assumption reviews with client as per contractual obligations

- Maintenance of Service Levels in onshore department and by overall engagement, ensuring a high level of customer service at all time

- Identify and diagnose sub-optimal business performance

- Ensure that the potential risk to 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.

- Reporting of issues of concern to Operations Support, Senior Leadership, and where appropriate, to the client

- Initiate and support improvements to processes and techniques to achieve higher levels of efficiency and effectiveness and to maximise productivity gains

- Aim to operate at industry best practice level, where available

- Constantly seek opportunities to digitise the existing process

- Maintain control over operational budget, demonstrating due care and diligence in exercising operational level mandates within authority outlined in the Delegated Authorities Manual

- Provide support and cover for operations management levels across functions within Managed Services

- Demonstrate flexibility to manage activities across sites as required

- Develop potential for progression/succession in next few years

Skills Required

- Extensive experience within an operational environment, with experience spent at a management level managing a small/medium team (50+)

- Good communication and relationship management skills.

- Understanding of Managed Services tactical and strategic objectives

- 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, with exposure to KYC remediation, complaint handling, claims processing and conduct risk reviews in the UK, although not essential

- Commercial Awareness

- Presentation skills

- Focus on results-led management

- Project management skills


- Agent productivity as measured by RE’s or SLA’s

- Profitability of business by controlling costs, losses and margins

- Resource Management and staff turnover rate below xxx%

- Adherence to regulatory requirements

Our Deal

Flexible WorkingWhile some of our client-facing professionals can be required to travel regularly, and at times be based at client sites, we are supportive where possible of helping you to achieve a balance between your home and work demands.

We are happy to discuss individual requirements and our range of flexible working arrangements could be of interest. Furthermore, as part of the recruitment process, we can put you in touch with people who work flexibly so you can understand from them what our culture is like.

Applying with a DisabilityKPMG 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 Business Disability Forum we're committed to ensuring that you are treated fairly throughout our Recruitment Process. Should you be successful after the initial application stage, please discuss any reasonable adjustments that you may require, with your recruitment contact.

KPMG's commitment to diversity

We are proud of the value we place on individuality; we want you to bring your full self to work and truly maximise your potential. We believe that your individuality helps us to deliver the best results for 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.

Returning to work after a break
At KPMG, we appreciate that returning to work after an extended career break can be daunting. We understand that those with experience who have taken a career break have a wealth of experience and knowledge to offer our organisation, which helps us to achieve our business goals. We will support you to refresh your skills, develop your confidence and provide a supportive network across the firm to help you best integrate into the working environment. This role welcomes applications for individuals who have been out of work for 18 months or more and who have previous relevant experience.

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

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