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People Operations- Immigration Manager

Date: Feb 23, 2021

Location: Watford, United Kingdom

Company: KPMG UK

Role Description
You will be empowered to manage and lead all aspects of Immigration applications for new and existing KPMG employees. Including understanding legislative changes and ensuring process and systems are operationalised to adapt to new requirements driving regulatory and legal compliance. The Team consists of 7 Immigrations consultants as well as 3 Administrators but will continue to expand in line with KPMG’s growth plan. Throughout 2020, the Team supported circa: 2,000 new employee applications as well as continued support for 3,000 colleagues. This role will interact and partner closely with all aspects of the ‘Firm’ and, across the People Operations centre to ensure a seamless experience for all KPMG employees.

Working closely 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.

You will manage 3rd party providers (as needed), 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.
You will develop and manage 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.

You will build and sustain effective relationships with key internal (Partners though to graduates) and external customers.

The Role
- Provide strategic leadership & operational oversight across all aspects of the Immigration process, ensuring day to day execution of service commitments including rigorous quality controls and service enhancements.Case Management – Oversee and Lead the Team undertaking KPMG internal immigration case management, including complex and high-profile inquiries whilst establishing effective work management systems. Ensuring that the team have the appropriate level of technical expertise and appropriate guidance to provide the required service to the Firm
Advisory – Managing the provision of advisory support to the business for all internal immigration requirements. Establish and manage effective communication processes with key stakeholders (such as employees, Recruitment, the broader People Function and Global Mobility
Operational Excellence – Focusing on improving internal immigration support processes and ways of working. Establishing an SLA framework ensuring timely and accurate escalations in line with Service level commitments. Ensure strong rigor and control in line with legislation and compliance requirements. Develop service and process early warning indicators to minimise risk to the Firm. Adapt to continuous and ongoing legislation changes ensuring process is ‘fit for purpose’ and supported by ongoing training and development
- Extensive immigration experience within a leading professional services firm or mid-tier law firm
- Demonstrable extensive experience of leading Risk Operations and establishing/managing effective risk processes
- Strong understanding and experience of UK Immigration and Right to work rules
- Interpret and apply understanding of corporate policies and practices, and other regulations to provide advice, guidance and support
- 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 (any) 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
The Person
Essential Skills and Experience

- Authentic and transparent leader with a high ‘say/do’ ratio, focused on execution
- Experience in operational, service delivery and management within a legal / compliance structure
- 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
- 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.
- Prior experience in a client-facing or Quality and Risk capacity with a professional services firm is a must.
- 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
Desirable skills
- 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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