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Assistant Manager (Operational Transformation)

Date: Nov 2, 2021

Location: London, United Kingdom

Company: KPMG UK

In the context of Operational Transformation , this means working with our clients to identify improvements within existing operations, design or re-architect their operating models, Project Manage programme delivery, design and implement processes and systems to achieve effective, efficient and controlled outcomes for our clients and their end customers.

We are looking to grow our Operational Transformation capability in the context of Conduct Remediation. This includes establishing remediation operations, designing/re-architecting remediation processes (including redress calculations and customer contact strategies), providing operational delivery management and effective quality control frameworks.

This requires core capabilities which underpin all of our Operational transformation engagements:

Transformational Leadership:
- Change Leadership
- Programme & Portfolio Management
- Target Operating Model Design
- Agile Project Management Office (PMO)

Operational Excellence:
- Process re-engineering: Design through to implementation
- Operational ways of working
- Process mapping and improvement analysis
- Problem solving analytics
- Operational transition planning and change implementation

In order to support the growth of our Transformation Services team, we are currently looking to recruit Assistant Managers who can make a significant contribution by combining Operational transformation and optimisation capabilities with an understanding of Remediation & Conduct Risk.

— Successful candidates will operate as integral parts of the Transformation Services team performing a key role on Operational Transformation engagements, leading workstreams through all key stages of a transformation project, from diagnostic to implementation.
— Performing diagnostic analysis, applying analytical techniques to current control operating models and frameworks.
— Providing impactful support to the end to end process design of Operational controls within a Remediation & Conduct Risk context that combine regulatory compliance and operational efficiency.
— Working with other parts of KPMG, including our Regulatory, Forensics, Data & Analytics and Technology Enablement teams, to design and deliver holistic solutions.
— Facilitating client workshops to scope and design transformation solutions.
— Identifying, managing and mitigating project/programme risks and issues throughout the delivery lifecycle.
— Developing and improving KPMG assets, methodologies and tools to deliver consistent, world class operational excellence capability.
— Leveraging capability experience to help develop our propositions and develop proposals / bids.
— Actively supporting the development of KPMG’s Conduct Remediation Proposition, playing an active role in our community.

Leadership & Management:
Assistant Managers can typically expect to be responsible for their own work streams within broader client engagements and be responsible for the planning, delivery and risk management for their scope of work. They will also be expected to play a significant role in the development and maintenance of the Operational Transformation capability and community within the practice.

Stakeholder Interaction & challenges:
The role will entail continuous and direct client engagement, typically with programme team members and Operational programme stakeholders including the 1st and 2nd lines of defence. This will often be part of a wider KPMG team operating on client engagements and Assistant Managers will often be required to support others in interactions with senior members of the client. Our projects may be carried out on client site rather than KPMG offices, or working remotely as part of our hybrid working model. While many engagements are based in London, they can also be located in other parts of the UK.

Impact, Risk, Accountability & Governance:
Assistant Managers are responsible for the successful delivery and quality standards of their work. Every engagement will have a senior KPMG engagement leader to oversee the work, where Assistant Managers are expected to work with Managers or Senior Managers to escalate key delivery risks and ensure regular status updates and quality management reviews are held.


— Previous consulting experience, ideally in a Big 4 or other management consulting practice.
— Operating model design and implementation or analytical experience in re-engineering processes and systems
— Transformation Leadership and/or Operational Excellence capabilities (as listed above)
— Operations optimisation through technology delivery and enhanced operational ways of working
— Work in or with the Banking industry (Business, Commercial, Investment or Retail)
— Regulatory Driven Transformation engagements
— Strong understanding of the Banking industry and its business processes with the ability to identify and articulate resultant client opportunities and challenges

— Experience on Operational Transformation engagements with an understanding of the regulatory requirements and the impact/challenges they have on our Banking client’s controls and operations in a Remediation & Conduct Risk context.
— Experience with re-engineering of Operational processes (, programme set up, customer outreach, claim investigation, complaints, QA, operational ways of working etc.)
— Experience of automation/digital enablement in an operational context (e.g., workflow solutions, RPA, OCR etc.)
— Demonstrable record of leading individuals/teams in a change project context

Expertise / Technical role requirements
— Understanding of Remediation & Conduct Risk and the corresponding controls required in the Banking sector to demonstrate compliance, and an understanding of the associated regulations either UK or globally.
— Strong understanding of the key drivers shaping the future of the Banking industry, including regulation and new business models, and resultant opportunities for KPMG

— Analytical problem-solving and solution design for user/business needs
— Working in multidisciplinary teams in a co-creation environment with clients and KPMG colleagues
— Strong experience in core consulting methodologies such as Lean or other process mapping capabilities, business case development, operating model design, strategy development and requirements gathering
— Ability to identify and support commercial opportunities and support colleagues in defining solutions in response
— Excellent written and oral presentation skills with an inspirational and collaborate style

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