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BPO Supplier and Contract Manager

Date: Apr 10, 2021

Location: Watford, United Kingdom

Company: KPMG UK

KPMG Overview:

Joining KPMG means joining a talented team of exceptional colleagues who bring innovative thoughts and a natural curiosity to the work they do each day. No one type of person succeeds at KPMG; a diverse business requires diverse personalities, characters and perspectives. There really is a place for you here.

Grade: C
Service Line: OEH – KBS
Reporting to: Head of Strategy and Projects - OEH
Location: Watford (with intermittent travel to other UK offices including Canary Wharf)

Function Information

OEH plays a pivotal role in supporting the delivery of the business strategy, and as a representative of OEH this role plays a key part in delivering that strategy. To enable 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 exceptional things for our clients and customers. At the heart of our people strategy lies a simple but powerful statement – “our people are extraordinary”.

Context of role

This role plays a pivotal role in the delivery of the OEH strategy and deliverables. You will be responsible and empowered to manage the relationships with all our BPO outsource providers of OEH services. You will drive a customer centric and continuous improvement culture across the operation, helping to develop and achieve our overall managed service strategy within KPMG Business Services.

You will manage 3rd party BPO providers, ensuring the service provision is delivered in line with our agreed contracts and the best way to support our overall vision of creating an excellent experience for our colleagues, whilst operating within a controlled and governed framework. You will develop and have overall responsibility to manage the service delivery and ensuring agreed SLAs are met and achieved within the OEH budget. Your focus on continuous improvement of service delivery will be gained through building, influencing and maintaining effective relationships with key internal and external customers, including leaders across OEH, KBS and beyond.

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

Role and Responsibilities
- Oversee and ensure timely and a high level of service is continually provided from the shared service operation and our 3rd party BPO providers (approximately 220 personnel). Driving capability across the operation with a robust and sustainable development programme in place for all colleagues and management roles.
- Respond to customer feedback, dealing with escalations and take a strategic approach to ensure that root causes are established to prevent recurrence.
- Build and develop close working relationships with key stakeholders and senior leadership teams both in the providers, OEH, KBS and beyond to support a quality service culture. Pro-active management of all stakeholders, especially the expectations of leaders and management within the organisation (including senior management and partners).
- Maintain and manage vendor budgets (total contract value c.£3.5m) against commercial terms and the service centre 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.
- Manage current reporting suite to all internal & external Stakeholders ensuring fit for purpose and providing the required information.
- Work closely with the Service Management team ensuring consistency in reporting and SLA’s.
- Oversight of the number of Improvement Initiatives that have been implemented and work with Service Provider to implement transformation initiatives.
- Oversight of the BPO Supplier to hold them to account on efficiency & productivity improvements.
- Provide BPO Supplier with cross OEH Comms and a view of KPMG.
- Continually seek opportunities to outsource OEH services.
- Manage Rewards & Recognition across Suppliers and continually analyse attrition.
- Manage, coordinate and adapt the BCP planning for BPO providers
- Work with IT to understand ongoing cross functional technology issues, improvements and resolutions.
- Work with the OEH function leads/Service Delivery Managers to review the operational contract needs:
- Change requests to SOWs and/or change orders
- Contract administration
- Budgeting
- Billing
- Gain sharing and productivity gains
- Tracking of charges / service credits / service penalties across the contract
- Pricing models

Experience, Qualification and Skills

Essential skills and experience required
- Experience in the operational management of a Shared Services environment within the UK across all disciplines.
- Experience of working with BPO Suppliers
- Experience with managing 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.
- Possess change and project management skills, and be result 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

Desirable skills:

- Experience of programme management and delivering large change projects.
- Commercial awareness and strong operational delivery.
- Experience in managing outsourced Shared Services relationships.
- Experience in outsourcing Shared Services from contract to go-live of service delivery.
- Experience in the automation of operational processes.

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