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Operations Manager - KPMG Learning Solutions

Date: Aug 1, 2021

Location: Leeds, United Kingdom

Company: KPMG UK

The Team

KPMG Learning Solutions (KLS) delivers innovative, bespoke and high quality learning to a number of high profile public and private sector clients. The Service Centre supports the operation by providing a multifunctional contact centre underpinned by quality administration and excellent customer service to support the learners and suppliers. The role requires leadership of a team to provide a strong client/customer experience in the booking, organisation and delivery of training events, with a first time right approach. Strong people management skills and experience are therefore essential, with a demonstrable track record of having successfully led a team in a fast moving operational environment.
The ability to engage, communicate and inspire confidence in leadership together with strong people management skills and experience are therefore essential, with a demonstrable track record of having successfully led a large team in an operational environment.
The role will involve influencing and collaborating across several internal functions, so the ability to proactively build and maintain strong internal strategic networks will be key to the success of the role.


The Role

• Ensure the KLS Service Centre is resourced with sufficient well- trained and well-motivated resources and that they are developed to their potential in line with current and predicted operational needs
• To effectively manage processes, ensuring a high level of customer service to all customers
• Maintain day to day client relationship activities and provide input, preparation and support to performance reporting
• Contingency planning for volumes, allowing for changes arising from internal and external factors
• Maintenance of Service Levels ensuring a high level of customer service at all times
• Identify and diagnose sub-optimal business performance
• Ensure appropriate risk controls are in place so that items such as the potential risk to the company arising from money laundering and fraud, is minimised
• Actively protecting the client’s interest at all times in complying with statutory regulations and legislation
• Reporting of issues of concern to the Head of Service Operations, and where appropriate, to the client
• Initiate and support improvements to processes and techniques to achieve higher levels of efficiency and effectiveness and to maximise productivity gains
• Constantly seek opportunities to automate the existing process
• Demonstrate flexibility to manage activities across sites as required
• Develop potential for progression/succession in next few years

Key Performance Indicators
• Achievement of all contractual SLAs
• Agent performance
• Profitability of business by controlling costs, losses and margins
• Resource Management and staff turnover rate
• Adherence to regulatory requirements

The Person

• Minimum 5 years in an operational environment, where at least 3 years has been spent at a management level
• Minimum of 3 years of managing a small/medium team
• Demonstrable leadership experience, motivating teams to deliver high levels of customer service
• Good communication and relationship management skills
• Analytical and problem solving skills and the ability to use information to generate creative solutions to benefit the business.
• Budgeting, forecasting and planning experience in an operational environment
• Awareness of relevant legislation, procedures and processes
• Presentation skills
• Focus on results-led management
• Project management skills


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