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Team Leader - Assistant Manager

Date: Jul 14, 2021

Location: Leeds, United Kingdom

Company: KPMG UK

The Team

KPMG Learning Solutions (KLS) delivers innovative, bespoke and high quality learning to a number of high profile public and private sector clients. The Service Centre supports the operation by providing a multifunctional contact centre underpinned by quality administration and excellent customer service to support the learners and suppliers. The role requires leadership of a team to provide a strong client/customer experience in the booking, organisation and delivery of training events, with a first time right approach. Strong people management skills and experience are therefore essential, with a demonstrable track record of having successfully led a team in a fast moving operational environment.

It will also require strong client management skills with an ability to build relationships and understand their needs to ensure we are meeting their expectations. Ensuring events are delivered on time and meet the needs of the learner and the business.

The Role

Effective leadership of a team to deliver the service for our clients, ensuring a high level of customer service:

• Effective and efficient management of the event management process, maintaining relevant Service Levels and mitigating/escalating potential breaches
• Identification of opportunities for improvements to processes and techniques, championing a client service culture
• Effective management of financial processes to ensure deadlines are met and revenue flow is maximised
• Identify and communicate MI requirements, effectively utilise MI reports to drive team performance
• Actively protecting the client’s interest at all times in complying with statutory regulations and legislation
• Maintain the integrity of the client data and ensure data in Client, Supplier and Regulatory systems is accurate and consistent
• Understand the work across the Service Centre and the wider engagement and build a strong network. Work in collaboration to deliver shared goals.
• Work with internal and external Stakeholders to resolve queries and disputes
• Review processes, use effective techniques to problem solve identifying root cause and looking at how things can be done better through active continuous improvement.
• Ensure appropriate risk controls are adhered to by the team
• Working with the Operations Manager to develop tools to improve workstate, resource planning, training, continuity planning and other continuous improvement initiatives.
Line management responsibilities for up to 15 individuals:
• Day to day management of the team, ensuring effective guidance and communication, resolution of people issues, prioritisation and work planning to ensure that resources can meet current and predicted operational needs
• Develop and maintain effective controls to measure quality standards, including standardised quality checks to identify issues, trends, areas of risk etc. Undertake regular Product Knowledge assessments to measure knowledge across the Service Centre.
• Performance and talent management including succession plans, identifying team training needs and arrange coaching as required to ensure the whole team achieve and maintain competency levels
• Identification of opportunities for improvements to processes and techniques, championing a client service culture
• Adhere to the operational budget ensuring efficient use of resources
• Working as a team across the Service Centre and wider engagement and ensuring Operations Manager is kept well informed on work state, risks and issues.
Oversee day to day client and supplier relationship activities to provide high level of customer care:
• Initial point of contact for operational issues raised by the client that wouldn’t be dealt with through the complaints procedure
• Ensure committed bookings, within the scope of their influence, that are protected and potential for further bookings maximised

The Person

• Strong analytical and problem solving skills and the ability to use information to generate creative solutions
• Ability to follow processes and identify improved ways of working
• Ability to work on own initiative and research to source appropriate solutions/innovation
• Proven performance management ability
• Strong communication and stakeholder management skills
• Awareness of relevant legislation, procedures and processes
• Competent level on Microsoft Office tools i.e. Excel, Word, PowerPoint
• Intermediate excel skills to include pivot tables, vlookups and charts
• Excellent level of accuracy and attention to detail

Experience and Background
• Experience of leading, coaching and mentoring a team of comparable size
• At least 2 years’ demonstrable experience of leading and managing team/s
• Demonstrable experience in operational delivery, providing high levels of customer service
• Evident data management skills including data quality checks and reconciliations

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