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Release to Service Manager

Date: Aug 2, 2021

Location: Leeds, United Kingdom

Company: KPMG UK

The Team
KPMG Learning Services (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

The role will require strong client management skills with an ability to build relationships and understand their needs to ensure we are managing and meeting their expectations, facilitating the design and quality assurance of new learning and ensuring events take place within agreed timeframes.

The candidate will require significant operational experience, ideally in Learning and Development, Customer Service and Change Management. The role will involve influencing and collaborating across several internal/external functions e.g. Curriculum & Quality; Business Learning Partners; Service Centre, so the ability to proactively build and maintain strong strategic networks will be key to the success of the role.

Build and establish relationships with senior customers/clients to support the design and delivery of learning. Providing leadership and working through others to enable a smooth transition into the Service Centre. Ensuring high levels of customer service by:
• Work closely with Business Learning Partners, Learning and Development teams and Programme Managers to build a learning plan for the year and implement.
• Ensure processes are followed by Business Learning Partners and other Learning contacts
• Work with wider project team to operationalise new content, ensuring it is complete and fit for purpose once accepted into Service Centre
• Be the link between Learning & Development and the Service Centre on new topics and ensuring internal project management processes and methodologies are adhered to in order to enable successful release to service of the product
• Willing and able to respond positively to demand and stretching tasks; bouncing back from any setbacks
• Communicating effectively with the Service Centre in order to ensure joining instructions, facilitators and room bookings are sent out and booked to an agreed timeframe
• Deliver effective handover to the Service Centre team and be the escalation point of any issues
• Identification of opportunities for improvements to processes and techniques, championing a client service culture
• Provide potential solutions to fill gaps in processes/staff knowledge
• Maintain the integrity of the client data
• Build and maintain relationships with customers through regular meetings/calls
• Actively protecting the customer’s interest at all times in complying with statutory regulations and legislation
Oversee day to day client relationship activities to provide high level of customer care:
• Ongoing relationship management with clients to ensure smooth design, quality assurance and running of topics/programmes.
• Be able to link in other members of the team when applicable e.g. further opportunities, a need for MI

The Person

Qualifications and Skills
• Strong analytical and problem solving skills and the ability to use information to generate creative solutions
• Good stakeholder management and relationship building skills
• Significant attention to detail, a logical approach and the ability to meet difficult deadlines within due process
• Anticipates when others need support and offers help
• Intermediate excel skills to include pivot tables, vlookups and charts
• Strong communication and stakeholder management skills
• Awareness of relevant legislation, procedures and processes
• Competent level on Microsoft Office tools i.e. Word, PowerPoint
Experience and Background
• Demonstrable experience in operational delivery, providing high levels of customer service
• Active interest in Learning and Development
• Extensive stakeholder management

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