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Contact and Employee Lifecycle Manager

Date: Feb 16, 2021

Location: Watford, United Kingdom

Company: KPMG UK

Role Overview:

You will be empowered to manage the delivery of our Contact and Employee Lifecycle team, services and solutions for all colleague work requests and queries (through a variety of mediums). Responsible for ensuring seamless execution of all aspects of contractual and non-contractual changes during their career at KPMG, such as promotions, leave of absence, sickness, changes to hours, reference requests etc. You will continue to provide all the necessary support to KPMG employees upon leaving the ‘Firm’.
You will lead two growing teams, Contact and Employee Lifecycle, circa 20 FTE onshore and up to 30 associates offshore, within a budget circa 1.2mm This role will continue to look for opportunities to expand our scope of services and continuously deepen the support and services we provide KPMG colleagues.

Working closely with the HR Leads, the HR Centres of Expertise, and the wider People Operations Management Team, you will develop and drive operational excellence, ensuring services provided are fit for purpose, client focused and supportive in progressing the overall UK People agenda.

You will manage 3rd party providers, ensuring the service provision supports our overall vision of creating an excellent experience for all our colleagues, whilst operating within a controlled and governed framework.

You will develop and manage the service delivery to agreed SLAs and within the scope of your operational budget. Your focus on continuous improvement of service delivery will help to drive incremental improvements to operating costs and improve the employee experience for the services provided.

You will build and sustain effective relationships with key internal (Partners though to graduates) and external customers.

As a KPMG colleague and a key leader in KBS, you are expected to demonstrate the Firm’s values at all times


The Role:
- Provide strategic leadership & operational oversight across all aspects of the HR Contact and Employee Lifecycle Operations team(s), ensuring day to day execution of service commitments including rigorous quality controls and service enhancements.
- Contact– drive optimal contact strategy ensuring request and all enquiries are effectively routed to the relevant teams/ functions with a strong focus on 1st time resolution
- Offshore oversight – full management and oversight of the offshore services provided ensuring service levels (timeliness and accuracy) are consistently met and exceeded
- Off Boarding– provide strong support for employees as they depart KPMG ensuring adherence to compliance and controls
- Employee lifecycle – ongoing process and support of amendments to employee files ensuring they accurately reflect employee status including a clear transparent audit trail. Employee files stored in line with compliance requirements
- Build a high performing Operations team(s), ensuring recruitment, engagement, succession and development plans are in place to drive best in class service operations
- Work in close partnership with the HR Function, Capabilities and Support functions
- to drive continuous improvement and employee experience
- Drive end to end process simplification eliminating non-value and driving direct access (self-service) capability
- Instil a culture of compliance, service excellence and simplification leveraging LEAN methodology
- Ensure clear scope of services focused on customer outcomes, compliance and risk
- Build strong supplier management relationships with rigorous focus on execution, operating rhythms, process and cost controls
- Drive and enhance employee engagement, development and communication, ensuring a strong learning & growth culture
- Manage the commercials, performance, and working relationships relating to the third-party relationships in place
- Develop effective relationships with key stakeholders (COE’s - Recruitment; Ethics and Independence team, the broader People Function and other key business stakeholders) to ensure end to end process performance is effective
- Interpret and apply understanding of corporate policies and practices, and other regulations to provide advice, guidance, or clarification for enquiries
- Partner with the wider People Operations team to ensure effective service delivery through our own teams and those of our third-party suppliers
- Manage resources within the teams to the agreed budget
- Interpret and apply understanding of corporate policies and practices, and other regulations to provide advice, guidance and support
Essential Skills and Experience:

- Authentic and transparent leader with a high ‘say/do’ ratio, focused on execution
- Experience in operational, service delivery and management, preferably in a HR shared service environment
- Strategic thinker, proven ability to anticipate and resolve complex scenarios
- Proven ability in leading large-scale transformation change
- Client-focused approach with a passion for delivering excellence
- Strong employee advocate developing a culture of belonging, purpose and passion and the willingness to take risks to driver stronger outcomes for the Firm
- Ability to influence at a senior level and manage complex stakeholder relationships driving ‘shared’ outcomes
- Experience of working cross functionally, especially across matrix organisations - with strong working relationships across HR Centres of Excellence and wider business units
- Experience of offshoring and / or working with an offshore provider.
- Strong project and change management skills providing a sense of purpose and direction.
- Excellent written, oral communication and presentation skills, with the ability to communicate complex ideas in a focussed, simple and commercially relevant manner
- Ability to thrive in high pressure environment
Desirable skills:
- SAP / Success Factors and ServiceNow experience would be an advantage in this role
- Prior experience in a client-facing or Quality and Risk capacity with a professional services firm
Intelligent Working
While some of our client-facing professionals can be required to travel regularly, and at times be based at client sites, we are supportive where possible of helping you to achieve a balance between your home and work demands. We are happy to discuss individual requirements and our range of flexible working arrangements could be of interest. Furthermore, as part of the recruitment process, we can put you in touch with people who work flexibly so you can understand from them what our culture is like.


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