Advisory Opportunity & Engagement Set-Up Manager

Summary

The JESS Advisory Opportunity and Engagement Set-up (OES) resources are responsible for performing various tasks in accordance with standard operating procedures provided by the Clients’ Advisory (OES) team including, but not limited to creating and maintaining new entities/opportunities, pricing workbooks, generating client & engagement acceptance requests, and collaborating with Client’s internal stakeholders to manage engagement set-up activities such as opening engagement codes, etc. This team will interface constantly with senior leaders of the Client Service delivery teams including Partners and Managing Directors (MD). ​The JESS Manager reports primarily to the JESS Growth, Strategy and Advisory Senior Manager but will also take direction from other Advisory Client team members who are accountable for supported work.

Responsibilities

• Service Delivery:

  • • Ultimately responsible for ensuring service delivery is in line with operational and contractual performance standards
  • • Manage strategic initiatives (as needed) and become an expert on all OES processes supported by center
  • • Assist the Client Service Team with completing all opportunity and engagement opening processes such as create opportunity, draft pricing, submit sentinel, and process Client and Engagement acceptance (CEAC) procedures
  • • Viewed as a service network expert for majority of the service networks in Advisory, and serves as a training resource for team members and an information resource for CSD professionals
  • • Able to efficiently complete assigned tasks while overseeing other team members; anticipate when others need support and assist in distributing the workload
  • • Oversee all team members transactions in the Workflow Tool and assist with outreach when necessary
  • • Gather information from the Clients engagement workflow tool and work as a team to process all request in a timely manner
  • • Subject matter expert in the software applications and systems of the Firm, specifically; SYNC, Sentinel, CLEAS, Pricing, etc.
  • • Able to efficiently complete work while overseeing other team members; anticipate when others need support and assist in distributing the workload
  • • Conduct quality reviews with team members and identify development opportunities
  • • Monitor/report key performance indicators (KPIs), research root cause for recurring issues and recommend mitigating solutions
  • • Monitor team performance for utilization goals and identify opportunities for improvement
  • • Leverage performance metrics and customer feedback to drive a culture of accountability, continuous improvement, and personal excellence
  • • Expand existing system experience and/or learn all required system processes associated with technology solutions required of the OES team
  • • Expand existing system experience and/or learn all required system processes associated with technology solutions required of the OES team

• Stakeholder Relationship Management:

  • • Primary point of contact for the Client’s teams, to collaborate on all aspects of operational performance & reporting
  • • Understand Client’s goals & objectives, and manage processes to drive agreed outcomes
  • • Cultivate productive relationships with the Client’s teams
  • • Participate in periodic meetings with the Client’s delivery and internal teams to report on performance metrics, issues, and key developments
  • • Escalates complex or unresolved situations & work collaboratively to resolve issues
  • • Work closely with the OES manager at KPMG US to build a spirit of collaboration, jointly seek opportunities to improve employee satisfaction, client service experience
  • • Provide escalation report for issues related to technology, administrative support, that may impact operations in a timely manner, and work collaboratively with the relevant teams/US stakeholders to identify solutions to minimize adverse impact
  • • Work closely with the Client onshore OES manager as a liaison related to engagement and OLM set-up process with the processing center.
  • • Strategize with Senior Manager and clients (where necessary) to identify and resolved any escalated issues by clients or team members

• People Management:

  • • Oversees the JESS delivery organization and is ultimately responsible for the development and operational performance of all resources
  • • Lead startup of a new support model and manage a team of up to 36 staff members in a dynamic environment
  • • Proactively manage team assignments and act as a liaison between the various interfaces related to engagement set-up (Risk, Digital Nexis, Sentinel Contact team, Sentinel Resolvers, etc.)
  • • Actively support the recruiting, onboarding, and training of new team members
  • • Provide direction and leadership, performs annual goal setting, recommendations on promotions or transfers, and manages personnel issues by implementing performance improvement plans
  • • Assess work to ensure that allocation is done according to skillset, complexity, and capacity
  • • Collaborate with Advisory, Strategy and Transformation Operations Associate Director to develop tangible and measurable goals for staff that aligns with business objectives
  • • Collaborate within JESS cross-functional departments to share best practices related to service delivery, team leadership, and reporting
  • • Hold weekly meeting with Officer & Sr. Officers for status update from the team.

• Data Gathering and Analysis (Collect and synthesize information from a variety of stakeholders and sources in an objective, unbiased manner to reach a conclusion, goal, or judgement and to enable strategic decision making):

  • • Perform historical trending and projection analysisappropriate for strategic needs
  • • Leverage external networks to ensure all relevant information is integrated into analysis and interpretation of data
  • • Has a strong dedication and commitment for data quality
  • • Clearly document sources and validate the accuracy of data/information to resolve inconsistencies
  • • Communicate proactively and efficiently with the Client Service Team members to obtain the necessary information to complete all required OES processes

• Problem Solving:

  • • Consistently provide practical/relevant ideas and perspectives on process or practice improvements which may easily be implemented
  • • Strong analytical and decision-making skills; ability to exercise professional skepticism
  • • Ability to break down a process into component parts and identify issues and/or opportunities for improvement
  • • Take the initiative to develop skills and competencies that will lead to advancement of self and the team

• Communication (Deliver clear, effective communication and take responsibility for understanding others):

  • • Encourages the sharing of ideas and best practices; encouraging others to speak their minds and listen empathetically to understand the real motivators and emotions
  • • Confidently present controversial and/or complex information to all levels of the organization
  • • Provide fact-based information to others based on requests; use appropriate communication tools to communicate effectively

• Customer Service (Demonstrate a commitment to public service; serve and satisfy internal and external customers):

  • • Ability to interact courteously with customers and ensure interactions are of a high quality of service
  • • Initiates contact with customers to assess future needs; adapt services and systems accordingly
  • • Adapt services and systems to meet customers’ needs and identify ways of improving standards

• Collaboration & Teamwork (work cooperatively with others, inside and outside of the organization):

  • • Driving cross-functional initiatives across the business that create value
  • • Contribute to a supportive/inclusive team where everyone is respected and valued
  • • Network internally to establish relationships and credibility with business partners and designated partner/MD group
  • • Play a critical role in supporting as part of a team a group of engagement partners and MDs

• Stakeholder Management (Maintain good relationships with the people who have the most impact on your work):

  • • Play a key role in using stakeholder engagement (including collaborative working) to deliver strategic benefits
  • • Drive the development of stakeholder activities and maintain relationships that deliver maximum strategic benefit
  • • Interact courteously with customers and ensure interactions are of a high quality of service
  • • Collaborate with other KJESS teams to broaden process knowledge and enhance customer experience
  • • People and performance management - Develop and implement strategies that optimize individual performance within the organization. Understands and demonstrates knowledge of performance management concepts and principles.
  • • Coach and motivate team members to optimize team effectiveness, enhance team interactions and support their professional development
  • • Ability to hold team members accountable for the achievement of established customer satisfaction levels
  • • Ability to positively impact team morale, culture, participation/engagement
  • • Earn the confidence of team members and the Client by demonstrating subject matter knowledge
  • • Consistently look for ways to optimize team capabilities and performance

Qualifications

• • Bachelor’s Degree in Business Administration or another related field
• • Minimum 7 years prior related job experience including 5 years managing a team of at least 10 resources
• • Demonstrated experience working and collaborating with senior leaders
• • Operational & performance reporting experience required
• • Strong project management experience a plus
• • Experience developing documentation including process flow, standard operating procedures (SOP), etc.
• • Experience in MS Office suite (Excel, Word, Outlook, PowerPoint) required, including advanced Excel skills including pivot tables, vlookup, charts, etc.
• • Business intelligence tools a plus

Additional Information and Instructions

💼Compensation and benefits are very competitive and will be commensurate with experience. 🙏We thank all interested applicants; however, only shortlisted candidates will be contacted.

About KPMG

KPMG in Caricom is a member firm of KPMG International, and is comprised of offices in Jamaica, Trinidad and Tobago and Barbados and the Eastern Caribbean operating as one integrated business. KPMG is a global organization of independent professional services firms providing Audit, Tax and Advisory services. KPMG firms operate in 143 countries and territories with more than 273,000 partners and employees working in member firms around the world.

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