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Business Analyst

Date: Mar 14, 2019

Location: Leeds, United Kingdom

Company: KPMG UK

AutoReq ID143012BR
Job TitleBusiness Analyst
CountryUnited Kingdom
LocationLeeds
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 DescriptionThe Business Analyst will be working as part of the Customer Support team to support internal and external users on the use of a number of KPMG Services and applications.

Attention to detail and a good communicator is critical for this role.

The successful applicant will be responsible for working alongside the customer support representatives and the client Analyst to Identify process improvements, Customer Enhancements and support the on board all new services.
This role will include end to end process mapping from the on boarding of the client, in to BAU. This role also includes owning all processes within each client and ensuring these are in line with policies and procedures. The successful Candidate will also be accountable of keeping all processes and procedures current and up to date. This role will be 50% process mapping/ 50% delivering training and upskilling the team.

People, stakeholder and customer management skills are essential in order to ensure the customer experience is positive, so a demonstrable track record of doing so in a medium to large corporate environment would be advantageous

In addition, the role will be required to build an understanding of our product portfolio to ensure our services are delivered to a high quality. KPMG delivers a wide range of professional services, so it’s important that customer service representatives have an awareness of what clients are using services for, and what they are expecting. Additionally, an awareness of other services that KPMG offers is important, to ensure that customers are able to take advantage of all services KPMG has to offer.

The team work Monday to Friday 8am -11pm so flexibility within hours is required for this role to achieve client demands.


Roles and Responsibilities

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Effective team working abilities.

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Proven strong customer and stakeholder management capabilities

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Motivated by strong, positive customer interactions and excellent customer satisfaction

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A self-managing approach to ensuring compliance with all necessary KPMG training and policies.

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A desire to continually improve one’s approach to delivering excellent service, and a willingness to improve the service as a whole by engaging in both individual and team based service improvement initiatives.

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To be responsible for capturing knowledge about services in a formal way, in line with prescribed processes.

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Efficient turnaround of client tickets is very important

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Adherence to prescribed SLA targets and metrics.




Key Performance Indicators


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Agent productivity as measured by set metrics.

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Knowledge and process management / maintenance.

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Adherence to any appropriate regulatory requirements

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Ticket Management

Skills and Experience


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Experiencing of working in a customer relationship management / customer support role.

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Experience of working in small to medium size teams.

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Good organisation, Communication and relationship management skills.

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Problem solving skills and the ability to use information to generate creative solutions to benefit the business.

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Preferred background in Customer Support and Sales environments, fault remediation, complaint handling, product promotion

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Excellent written and spoken language skills

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Service Now experience desirable, but not essential.

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Process Mapping experience

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Training experience desirable, but not essential if can demonstrate good communication skills.

Competencies


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Interpersonal Effectiveness

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Customer Focussed

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Accountability

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Creative thinking

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Sales Awareness

Our Deal

Flexible Working

Our employees have many varied work schedules to suit their individual needs!



Our intelligent working options range from role sharing and flexible start and finish times, to home working and more informal arrangements agreed within teams.



Check out examples of KPMG employees enjoying different working patterns on our website and please do share your own individual requirements with us.



Applying with a DisabilityAs a member of the Business Disability Forum we're committed to ensuring a great experience for colleagues with a disability. Should you be successful after the initial application stage, please discuss any 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 maximise your potential. KPMG is a place where everyone can thrive, whatever their gender, ethnicity, disability, sexual orientation and socio-economic background.

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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