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Shared Service Operations Manager – Recruitment

Date: Nov 27, 2018

Location: Watford, United Kingdom

Company: KPMG UK

AutoReq ID138883BR
Job TitleShared Service Operations Manager – Recruitment
CountryUnited Kingdom
LocationWatford
FunctionKPMG Business Services
Service LinePeople
Service Line InformationWe believe working in our People community is an exciting and challenging environment in which to develop your career. We offer a wide range of opportunities across all areas of HR, where our people are highly respected by our clients, not only in the UK, but also across our growing European integrated practice.

KPMG OverviewKPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges.

With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.

Job Description
Function Information

The People Function plays a pivotal role in supporting the overall business strategy. In order to do this we are continually reviewing the way we recruit, develop and reward the people that work for KPMG to make sure that we attract and retain the very best and most diverse talent in the market place and enable them to achieve extraordinary things for our clients. At the heart of our people strategy lies a simple but powerful statement – "our people are extraordinary"

Department Information

The People Operations teams provide administrative and advisory support to our UK Business and through our ‘service pledge’ underpin our overall People Strategy and Vision. We are a busy team covering operational tasks for people from interviews through to references where we are consistently looking for ways to improve on the expectations of our customers across the business with the service we deliver.

Context of role

You will be leading and managing our Recruitment Operations team, service and solutions in arranging interviews, managing contract generation and on boarding, as well as overseeing a team managing recruitment related immigration issues (including Certificate of Sponsorship) to KPMG UK. We are currently recruiting for c 2,500 vacancies plus c 1,500 student and graduates so this is a large scale operation, and you will be managing 3 large and busy teams, of up to 35 people.
As a key member of the People Operations leadership team (1 of 3 senior leaders), you will work closely with all parts of the firm and our Recruitment Centre of Excellence to ensure that the service provision is fit for purpose and supports in driving forward the overall UK People agenda. Working closely with our data and analytics team, you will be responsible for the provision of timely and informed data to the Senior People Leadership team, including recommendations on trends and process and performance improvement.
The team is about to embark on a significant change journey, as we work with a third party Business Process Outsourcer (BPO) to identify what, if any, key activities can be offshored. This is a start-up process, as there is currently limited activity managed in this way and the Firm has recently expanded it capability in India. The team will also be implementing Success Factors recruitment module this financial year.
You will have a background in leading a team of Recruitment Services. You will be used to high volume management, and you will also be a skilled communicator. You will have a track record in delivering outcomes in a broad spectrum of recruitment issues and strategic projects. You will drive a customer centric culture across the operation, helping to develop our overall managed service strategy within KBS Business Services.

As a member of KPMG, you are expected to demonstrate the Firm’s values at all times.

Roles & Responsibilities

- Provide strong leadership to the Recruitment Operations team, ensuring that effective relationships are built and maintained across the team and the appropriate levels within the business.
- Manage resources within the Recruitment Operations team to the agreed budget.
- Build a high performing Recruitment Operations team, ensuring recruitment, engagement, succession and development plans are in place to optimise output and manage attrition.
- Provide expertise and guidance to the Recruitment Operations team, to improve overall SLAs and performance for the business in the time to hire candidates. Upskill the team to manage their performance system and bring continuous improvement to "the way we do business"
- Develop and maintain process maps, and, working with the People Technology team, develop reporting capability for the Recruitment Operations team, prepare regular and ad hoc reports, analyse, interpret and report on trends. Manage and coach internal resources to continually improve and work with the People Technology team to upgrade data and analytic capabilities
- Work with a specialist team of immigration advisors, to manage the process of securing and maintaining Tier 2 visa capability and associated Certificate of Sponsorship requirements.
- Manage the commercials, performance, and working relationships relating to the background screening provider (currently Security Watch Dog, part of Capita Group).
- Develop effective relationships with key stakeholders (Recruitment Centre of Excellence; Ethics and Independence team; Immigration) to ensure end to end process performance is effective.
- Consult with managers and provide guidance to address specific recruitment issues.
- Interpret and apply understanding of corporate policies and practices, and other regulations to provide advice, guidance, or clarification for inquiries.
- Integrate with the wider People Operations team to ensure effective service delivery through our own teams and those of our third party suppliers.

Essential skills and experience required

- Experience in the operational management of a recruitment services team within the UK. Team management experience is essential.
- Experience of operational delivery for the business in complex environments.
- Excellent written and oral communication and presentation skills, with the ability to communicate complex ideas in a focussed, simple and commercially relevant manner
- Change and project management skills
- Strong influencing skills with the ability to challenge at all levels.
- Ability to influence at a senior level and manage complex stakeholder relationships
- Commercial acumen
- Leadership skills and personal drive to deliver results
- 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.
- Experience of system implementation as an operational service provider (not as a system implementation lead)

Desirable skills:

- SAP / Success Factors experience would be an advantage in this role
Professional services / partnership led sector skills are desirable but not essential. Candidates from outside this sector will need to be self-aware and able to make a sector transition.

Our DealIf the chance to work with interesting clients and innovative technology wasn’t rewarding enough, we’ll motivate you in other ways too. At KPMG you can expect real responsibilities and opportunities to grow professionally.


‘Our Deal’ sets out all the different ways you’ll be rewarded at KPMG. Among other things you can benefit from honest conversations about your career as well as a range of other rewards. In all these ways and more, we have created an environment that can bring out the best in you.

Flexible WorkingWhile 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.

Applying with a DisabilityKPMG are proud to be an inclusive, equal opportunity employer and we seek to attract and retain the best people from the widest possible talent pool. As a member of the Business Disability Forum we're committed to ensuring that you are treated fairly throughout our Recruitment Process. Should you be successful after the initial application stage, please discuss any reasonable adjustments that you may require, with your recruitment contact.

KPMG's commitment to diversity

We are proud of the value we place on individuality; we want you to bring your full self to work and truly maximise your potential. We believe that your individuality helps us to deliver the best results for our clients. Diversity of background, diversity of experience, diversity of perspective - that's the KPMG difference. But, don't take our word for it, find out more about diversity at KPMG.



Returning to work after a break
At KPMG, we appreciate that returning to work after an extended career break can be daunting. We understand that those with experience who have taken a career break have a wealth of experience and knowledge to offer our organisation, which helps us to achieve our business goals. We will support you to refresh your skills, develop your confidence and provide a supportive network across the firm to help you best integrate into the working environment. This role welcomes applications for individuals who have been out of work for 18 months or more and who have previous relevant experience.

Policy for Agencies

KPMG has a commitment to sourcing candidates directly and as such we do not accept speculative CV’s from agencies. Please check here to see our policy on agencies: Policy


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