Share this Job

Head of People Operations (Director)

Date: Feb 19, 2021

Location: Watford, United Kingdom

Company: KPMG UK



Title: Head of People Operations (Director)
Grade: Director (A)
Service Line: OEH – KBS
Reporting to: Head of Operational Excellence
Location: Watford (+ Canary Wharf ) and remote working
Reports: c.200 total.


The People Operations Hub provides both administrative and advisory HR support to our UK Business and through our service pledge, underpins our overall people strategy and vision. We are a busy team covering operations to support our people from Partner to Graduate, ranging from working with Learning Business Partners to deliver courses through to arranging interviews, providing references, managing employee and Partner lifecycle changes, and supporting any immigration requirements. We are consistently looking for ways to improve on the expectations of our customers across the business with the service we deliver.
The operation consists of an onshore people operations team, an offshore BPO provider and an internal outsource. (Circa 200 staff in total)


Role Description

You will be empowered to lead and manage the delivery of our People Operational Excellence Hub (OEH): this will include managing operational services for Learning Operations, HR Contact Centre, Employee Lifecycle Administration, HR Advisory, Immigration and Client screening. You will be responsible for delivering services across all levels of the business ranging from our Partner group to graduates and also managing 3rd party providers in helping us to provide an effective service within a set framework.

Working collaboratively with the wider function this role will see you will develop and drive operational excellence, ensuring services provided are fit for purpose, client focused and progress the overall UK People agenda.

Taking budget responsibility, this role requires a continual focusing on developing and managing the service delivery to agreed SLAs and within budget limitations. We will need an individual who can demonstrate this ability to focus on improvement of service delivery and achieving incremental improvements to costs and quality of service.

We recognise that working in collaboration within our teams and with wider business stakeholders is critical to our success, so building and sustaining effective relationships with key internal (Partners though to graduates) is a key requirement in our search, as is demonstrating all of the firms values at all times.


The Role

- Drives forward pragmatic and creative solutions for clients that differentiate KPMG
- Operates as an ambassador for KPMG internally and externally
- Disseminates knowledge and expertise
- 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 and KBS OEH stakeholders and potential vendors to operationalise solutions
- Responsible for change management and transition of services into the OEH, inc. identifying service efficiencies to improve service
- Oversee the delivery of timely, effective and high quality service across the shared service operation (inc. 3rd party providers)
- Improve capability across the operation with sustainable development programme in place for all colleagues and management roles.
- Respond to customer feedback, dealing with escalations and takes steps to prevent recurrence.
- Manage the implementation and change into business as usual service delivery of a series of HR transformation projects across process and technology
- Build and develop close working relationships with key stakeholders /leadership teams to support a collaborative service culture. Pro-active management of all stakeholders, especially the expectations of senior leaders and management within the firm.
- Provide senior leadership to the OEH team, ensuring that effective relationships are built and maintained across the team and wider 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. Utilising the SRM Governance model to ensure continuous improvement, innovation and best in class benchmarking consistently delivers improvements to the quality and value of service delivery. Drive cultural awareness within the Vendor’s organisation, to better align values, core behaviours and service deliverables.
The Person
- A Transformation leader driving to deliver the transformation across HR.
- Deputise where required on behalf of the Head of OEH as required
- Proactively builds as well as lead teams from different areas to tackles shared problems and issues
- Creates an environment where people are supported to innovate and experiment
- Demonstrates personal presence and earns trust and respect
- Helps others to understand how they can exceed expectations and contribute to the overall business strategy
- Communicates a compelling vision that motivates and inspires others
- 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 accordinglyEssential requirements:
- Demonstrable significant experience in the operational management of a large HR Shared Services environment within the UK across all disciplines within a large, complex and fast paced enterprise level organisation.
- 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.
- Fluent written, 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 and results orientated.
- Effective influencing skills (able to build business partner relationship) with the ability to challenge at all levels. Works collaboratively, with 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 HR Centres of Expertise, with HR 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:
Demonstrable experience in the following:
- Programme management of large change projects.
- Commercial awareness
- Managing both in-house and outsourced HR Shared Services
- Outsourcing HR Shared Services from contract to go-live
- HR Automation
- Implementation, coordination and development of HR systems (SAP, Success Factors).
- HR Transformation


Job Segment: Operations Manager, Manager, ERP, Lean Six Sigma, Operations, Management, Technology