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Team Manager Connected Learning

Date: Jan 19, 2021

Location: Leeds, United Kingdom

Company: KPMG UK

The Team

We offer an end-to-end learning service that combines advisory, specialist content, and learning delivery, building on the capability developed for clients. Our interdisciplinary Connected Learning department aims to create a culture of learning by delivering quality, innovative learning that is easily accessible, embedded to the learner’s role and has a measurable impact. Connected Learning is an emerging, but integral part of our Consultancy practice and brings together KPMG's breadth and depth of subject matter expertise with our learning design and technology skills and capabilities to help improve individual and organisational performance. It is an exciting capability area that seeks to tackle the full breadth of clients’ learning needs. Our work covers a whole spectrum of services at the scale and quality that the market is demanding. By closely monitoring market drivers and learning trends, we have combined a best of breed technology enabled platform with a modular approach, a library of re-usable digital content and a service delivery capability. Our Learning Solutions curriculum is designed to deliver more than just training. A core part of our offering is to help clients make the connection between what their workforce has in terms of measurable skills, what they don’t have and what they need to have. This helps clients realise their immediate and future strategic business aims.
Learning 2020. One of our key learning projects is to work with external partners and Her Majesty's Civil Service to integrate and coordinate service delivery and customer experience of cross-government learning for the United Kingdom’s Civil Servants. As part of this Learning 2020 project, we are responsible for coordinating multiple service providers, tailoring learning content, delivery of ‘off the shelf’ learning products, and measuring impact and effectiveness. We aim to help the Civil Service embrace a culture of learning, increase the range and quality of learning solutions, and improve the value for money of its learning and training interventions. We aim to help the Civil Service provide its staff with a seamless and impactful learning experience that is coordinated and built collaboratively to leverage leading practices and subject matter experts from multiple industries and service providers.

The Team Manager leads a Service Centre team that provides a multifunctional contact centre for learners and suppliers. The Team Manager’s role is to oversee day-to-day client relationship interactions and provide high quality team management and centre administration leading to excellent customer service to support and customer satisfaction. Strong people management skills and experience are essential in coordinating activities and prioritizing day-to-day team tasks and client responses, as well as coordinating with relevant internal stakeholders to leverage in-house expertise and quickly finding solutions to client concerns and issues.The Team Manager will demonstrate experience in operational delivery, performance management, problem solving, and relationship management in a fast-paced, client-driven environment. Strong communication, mentorship, quality assurance, and continual improvement skills are essential.
As a team leader and role model, the Team Manager must embody KPMG’s values and demonstrate a commitment toward the accomplishment of the team’s goals.

The Role and Responsibilities

—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
—Ensure appropriate risk controls are adhered to by the team
—Day to day management of the team, ensuring effective guidance and communication, resolution of people issues, and that resources can meet current and predicted operational needs
—Implementing and completing quality assurance checks to reduce errors and to minimise risks
—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
—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

Knowledge/Skills/Experience
Essential
—Relevant experience of leading, coaching and mentoring a team of comparable size (15)
—Demonstrable experience in operational delivery, providing high levels of customer service Formal accounting qualification
—Proven performance management ability
—Strong communication and stakeholder management skills
—Strong analytical and problem solving skills and the ability to use information to generate creative solutions
—Awareness of relevant legislation, procedures and processes
—Competent level on Microsoft Office tools i.e. Excel, Word, PowerPoint


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