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Director of Workforce Management Operations

Date: Jun 10, 2021

Location: Watford, United Kingdom

Company: KPMG UK

Reporting to: Head of Operational Excellence
Location: Watford (with intermittent travel to other UK offices including Canary Wharf) and remote working

Department Information

The Supply Chain Operations Hub provides operational support to all stakeholders for Experienced Hire and Internal Recruitment, Contingent Hire, and Resourcing. (Circa 100 staff in total). The Supply Chain hub will be the fulfillment engine for all internal and external recruitment and resourcing and supports Direct Supply Chain in delivering all source of the workforce ‘just-in-time’ to meet the tactical and strategic needs of the business.

Role Description

You will be empowered to lead and manage the delivery of our Supply Chain Operational Excellence Hub (OEH): this will include managing operational services for Experienced Hire and Internal Recruitment, Contingent Hire, and Resourcing covering both onshore and offshore. You will be responsible for delivering services across all levels of the business ranging from our Partner group to graduates. You will report into the Head of Operational Excellence and work closely with the UK Head of Direct Supply Chain.

Working closely with the Supply BPs, HR Leads, Direct Supply Chain COE, and the wider OEH 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 strategy.

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 also improve the employee experience for the services provided.

The Role

• Lead the supply chain operations hub strategically, have three-year plans in place that move the supply chain operations team to best in class, including technology, process improvements and vendor management
• Lead the OEH contractor team to get the best people at the quickest time, with the best cost model.
• Lead the OEH resourcing team to make sure the right people are on the right engagement in a timely way, with the best cost model.
• Review all process across all of supply chain, understand the improvements that can be implemented, using the following leavers, technology, offshore, outsource, and process improvements. What synergies can be put in place within the three areas.
• Have correct MI in place that measures, outcomes, productivity, efficiencies and quality.
• Work with the supply chain team to communicate to the business so they have correct information on time
• Draws upon interdependencies between different functions to improve KPMG performance and effectiveness
• Invest in developing and retaining our most talented, motivated people.
• Work with key HR, supply chain and KBS OEH stakeholders and potential vendors in helping to operationalise strategic solutions across the business.
• Responsible for change management and transition of key services into the OEH, identifying service efficiencies and opportunities to implement best in class service provision.
• Oversee the delivery of timely, effective and high quality service from the shared service operation and our 3rd party providers.
• Improve capability across the operation with a robust and sustainable development programme in place for all colleagues and management roles.
• Manage the implementation and change into business as usual service delivery of a series of Supply Chain transformation projects across process and technology
• Provide strong leadership to the OEH team, ensuring that effective relationships are built and maintained across the team and the appropriate levels within the business.
• Maintain and manage vendor budgets against commercial terms and the operations budget against the plan.
• Manage and review the performance of the 3rd parties based on agreed contractual SLAs and performance measures.

The Person

• A strong transformation leader driving to deliver the transformation across Supply Chain.
• Deputise where required on behalf of/ and in the absence of the Head of OEH.
• Proactively builds teams from different areas to tackles shared problems and issues
• Creates an environment where people are supported to innovate and experiment
• Is able to lead teams from different areas of KPMG to tackle shared problems and issues
• Demonstrate influential and adaptable style of leadership, and maintain integrity when dealing with complex situations arising from risk, issue and change management.
• Be a key leader, advocate and representative for the entire People function and undertake leadership responsibilities accordingly

Essential skills and experience

• Experience in the operational management of a large Shared Services environment within the UK across all disciplines.
• Proven credibility to lead a key function and provide leadership and direction during a period of change.
• Experience of partnering with the business at a senior level as well as knowledge and experience of operational delivery.
• Experience with managing large budgets.
• Excellent written, oral communication and presentation skills, with the ability to communicate complex ideas in a focussed, simple and commercially relevant manner.
• Experience of a complex, fast-moving environment.
• Change and project management skills and results orientated.
• Strong influencing skills (able to build business partner relationship) with the ability to challenge at all levels. Ability to influence at a senior level and manage complex stakeholder relationships.
• Leadership skills and personal drive to deliver results.
• Experience of managing 3rd Party vendors, including relevant governance frameworks.
• Able to drive operational efficiencies – Lean and Six Sigma being methods of familiarity and or experience within.
• Experience of working cross functionally, especially across Centres of Expertise, with Recruitment and Resourcing Business Partners and matrix organisations.
• Technology literate; familiar with SAP Success Factors, Service Now and management of HR Systems support teams (in-house and outsourced models).
• Transformation mindset
• Experience of working with and/or dealing with Professional services and within a matrix organisation

Desirable skills:

• Experience of programme management and delivering large change projects.
• Commercial awareness and strong operational delivery.
• Experience in managing both in-house and outsourced Shared Services (offshore and nearshore operations).
• Experience in outsourcing Shared Services from contract to go-live of service delivery.
• Experience in the automation of supply chain processes.
• Experience in the implementation, coordination and development of relevant systems
• Experienced in Transformation.


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