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Manager (Operational Transformation)

Date: Nov 3, 2021

Location: London, United Kingdom

Company: KPMG UK

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, specifically:

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

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

The Role

Summary of Role Purpose:
In order to support the growth of our Transformation Services team, we are currently looking to recruit Managers who can make a significant contribution by combining their experience leading Operational Transformation change engagements with an understanding of Remediation & Conduct Risk.

Description of the role:
— Successful candidates will be skilled in managing workstreams, or entire projects through all key stages of a Operational Transformation engagement, from diagnostic to implementation, within the context of Conduct Remediation.
— Planning, leading and performing diagnostic analysis by applying analytics techniques to current control operating models and frameworks.
— End to end process design for Operational controls within a Remediation & Conduct Risk context that combine regulatory compliance with 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 transformational solutions and work through challenges with client stakeholders
— Building and managing client relationships on projects and supporting KPMG’s commercial position
— Developing and improving KPMG assets, methodologies and tools to deliver consistent, world class operational excellence capability
— Identifying, managing and mitigating programme/project risks and issues throughout the delivery lifecycle
— Actively supporting development of KPMG’s Conduct Remediation proposition, playing an active role in developing our approach, seeking growth opportunities and building the community

Role dimensions

Leadership & Management:
Managers can expect to be responsible for their own workstreams and projects, with end to end delivery responsibility including planning and risk management.
Leadership responsibilities include team management on client engagement and internal performance management of KPMG staff.

Stakeholder Interaction & challenges:
The role will entail continuous and direct client engagement, typically with senior client programme team members and heads of Operational functions and senior programme stakeholders including the 1st and 2nd lines of defence. This will often be part of a wider KPMG team operating on client engagements. 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:
Managers are responsible for the successful delivery of projects or work streams and the management of the associated delivery risks. Every engagement will have a senior KPMG engagement leader to oversee the work, where Managers are expected to escalate key delivery risks and ensure regular status updates and quality management reviews are held.

The Person


— Previous consulting experience, ideally in a Big 4 or other management consulting practice.
— Managerial roles on Operational Transformation engagements with a proven track record of successfully leading client or Remediation projects across the delivery lifecycle.
— Operational Transformation programme operating model design and implementation.
— Re-engineering of Operational processes, systems and controls (Programme set-up, customer outreach, claim investigation, complaints, QA, operational ways of working etc.)
— Transformation Leadership and/or Operational Excellence capabilities (as listed above).
— Work in or with the Financial Services industry, predominantly in Banking (Business, Commercial, Investment or Retail)
— Leading client workshops to resolve client issues, design an optimised process/control and develop an implementation plan

— Subject Matter Expertise on one or more topics within Operational Transformation within the context of Remediation & Conduct Risk to support development of our internal propositions and thought leadership.
— Understanding of Operational delivery technology solutions in the market and best practice deployment into Remediation Operations

Expertise / Technical role requirements
— Significant understanding of Remediation & Conduct Risk and the corresponding controls required in the Banking sector to demonstrate compliance, and a good understanding of the associated regulations either UK or globally.
— Strong understanding of Financial Services, primarily the Banking industry, including its business processes and underlying technologies, and the ability to identify and articulate resultant client opportunities and challenges
— Strong understanding of the key drivers shaping the future of the Banking industry, including regulation and new business models, and resultant opportunities for KPMG

— Positive leadership qualities and style that empowers and motivates high performing teams
— Problem-solving and solution design for user/business needs
— Working in multidisciplinary teams in a co-creation environment with clients and KPMG colleagues
— Expertise 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 exploit commercial sales opportunities and support colleagues in defining solutions in response
— Self-starter and strong team player
— Excellent written and oral presentation skills with an inspirational and collaborate style

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