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HR Shared Services: Senior Recruitment Operations Manager

Date: Nov 19, 2021

Location: Watford, United Kingdom

Company: KPMG UK

Capability: KPMG Business Services (KBS)
Job Grade: B (Senior Manager)
Job Title: Senior Manager - Recruitment Operations

Role type: Full Time, Permanent
Location: Watford

Team Overview: "The Hub"

The Operational Excellence Hubs (OEH) are one of the three KPMG Business Services (KBS) delivery groups; the other two are; Centres of Expertise (CoE) and Business Partners (BP).OEH plays a pivotal role in supporting the delivery of the business strategy, by providing an excellent, efficient, collaborative service; we are the experts that enable our customers to excel every day. We focus on executing highly effective processes which we continuously improve to ensure that KPMG operates effectively as a business. To excel in our community, you will need to demonstrate a thirst for process excellence, resilience and collaboration.
The operation consists of an onshore people operations team, an offshore BPO provider and an internal outsource. (Circa 200 staff in total)

Role Overview
Key Responsibilities include:

- Being empowered to manage the delivery of the Recruitment Operations team, services and solutions circa 60 FTE /£2.5m budget. This role covers multiple teams and has operational oversight for the Interview Arranging, Onboarding, Right to Work Compliance, Client Screening and Security Clearance Teams. We currently recruit for c 2,500 vacancies plus c 1,500 student and graduates per year, so with other ongoing activities this operation continues to expand.
- Working in close collaboration 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.
- Managing 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.
- Developing and managing 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.
- Building and sustaining 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
Other activities include:
- Provide strategic leadership & operational oversight across all aspects of the HR Recruitment Operations team(s), ensuring day to day execution of service commitments including rigorous quality controls and service enhancements.
- Interview Arranging – management of the end to end interview process (all stages/grades). c20,000 interviews per annum
- Onboarding – full management and oversight of the onboarding process for c4000 Experienced hire, students and Partners each year focusing on the end to end candidate journey, pre-employment vetting and first day experience
- Right to Work – management of Right to Work compliance, administration and technical support for Employee, New Joiner and Global Mobility assigned Visas
- Client Screening & Security Clearance – management of the enhanced screening required to enable KPMG employees to work on client activity.
- 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 supportEssential requirements
- Authentic and transparent leader with a high ‘say/do’ ratio, focused on execution
- Experience in operational, service delivery and management in a HR shared service environment (ideally recruitment related)
- 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
Desirable requirements:
- 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
- SAP / Success Factors and ServiceNow experience would be an advantage in this role
- Professional services / partnership led sector skills are desirable but not essential


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