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KYC Team Manager - KPMG Managed Services Operations

Date: Oct 15, 2021

Location: Glasgow, United Kingdom

Company: KPMG UK

The Team

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. Managed Services Revenue targets are in excess of £20M pa and UK Operations is the principal delivery arm and driver of this revenue

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.

KPMG's Managed Services team is going through a considerable period of growth and we have an exciting opportunity for talented Team Managers to join one of our projects, a large scale KYC remediation for a major bank. You’ll be managing a team of analysts, working closely with internal and external stakeholders in a fast paced operational environment to deliver to a high standard for our client.

This role can be based in either Leeds or Glasgow

The Role
- Manages a team of up to 15 within a MS engagement to ensure operational delivery to required service levels and quality standards, working closely with other Team Managers, Operations Manager 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 Support, Planning and Insight to ensure successful delivery.Deliverables
- 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 team to deliver successful and well-controlled outcomes.
- Work with operations management to ensure 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.
- 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 Services and wider KPMG goals.
- Liaison with experts and stakeholders from within the Firm to achieve exceptional quality standards across the team, including subject matter experts and proprietary technology owners.
- Ensure appropriate controls are in place and validated so that potential risk to the Firm is minimised. Report issues of concern to Operations Manager / Oversight Manager as appropriate.
- Through team and self, initiate and promote improvements to processes and techniques to achieve higher levels of efficiency and to maximise productivity gains.
Experience\\Skills

Essential

- Proven experience in an operational environment, with experience at a team manager level with responsibility for small teams (up to 15)
Desirable
- Awareness of the FCA, CCA, GDPR and other relevant legislation, procedures and processes.
- Background in Financial services industry, with exposure to remediation, complaint handling, claims processing and conduct risk reviews in the UK.
- People management skills with focus on engagement, feedback, coaching & development.
- Strong verbal and written communication skills.
- Analytical and problem-solving skills allied to the ability to use information to generate solutions to benefit the business.
- Results driven with strong planning and organising skills.
- Ability to build internal networks within MS.


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