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Process Improvement Assistant Manager (Employee Experience)

Date: Nov 13, 2021

Location: Watford, United Kingdom

Company: KPMG UK

Summary of Role Purpose:
Using outputs and feedback obtained from KBS Voice of Customer (VoC) surveys, work with KBS stakeholders to develop and implement process improvement initiatives.

The primary purpose of this role will be delivery of projects from implementation to completion, carrying out activities such as process/customer journey mapping, root cause analysis, benefit analysis and implementing process controls to ensure benefits 'stick'. Seeking opportunities for automation where possible and working closely with the Automation team will also be a key aspect.

Additional responsibilities to include support for existing PI Network through training and coaching.

Description of the role:
- Work with Employee Experience Manager, VoC Analyst and KBS business stakeholders to interpret KBS VoC survey responses
- Using data from VoC surveys, establish proposals for PI activity considering factors such as benefit, complexity and resource requirements.
- Working with relevant stakeholders, take a lead role in the delivery of improvement initiatives from initiation through to completion
- Track and measure benefits delivered
- Report and communicate outcomes from improvement initiatives to business stakeholders, KBS leadership and additional audiences where required.
- Work with KBS PI Champions/Network to support PI activity across KBS
- Work with the KBS Automation team to identify opportunities for automation of tasks
Role dimensions
Leadership & Management:

This role has no direct line management responsibility but will require significant stakeholder management (delivering through others) as well as working collaboratively with colleagues in both the UK and at KGS.

Stakeholder Interaction & challenges:
This role involves a high level of internal stakeholder engagement with colleagues at all levels and will include a requirement to present to Senior Leadership, potentially including Exco members. There is no external client engagement.

Impact, Risk, Accountability & Governance:
This is a key role in evolving the way KBS delivers services to its customers, the employees of KPMG UK. The newly developed KBS Voice of Customer survey offers greater insight to the needs of KPMG Employees and it is the responsibility of the Employee Experience team to deliver targeted and measurable improvements based on this information.

The Person
- Have demonstrated ability to establish relationships and work with business stakeholders to deliver change initiatives of various size and complexity
- Have demonstrated ability to communicate regularly and effectively using various channels (e.g. via video calls, email, Microsoft Teams networks, Yammer etc.)
- Experience of working with a broad section of functional services, e.g. Finance, People (HR), Supply Chain, Marketing etc.
- Experience working on technical implementations, in particular Robotic Process Automation (RPA) initiativesExpertise / Technical role requirements
- Lean Six Sigma Green Belt certified (or equivalent)Skills:
- Stakeholder Management
- Process Improvement (Lean)
- Data Analysis
- Communication (written & oral)
- Presentation Skills
- Benefit calculation/measurement

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