Team Leader 12month FTC

KPMG Managed Services brings together the firm’s subject matter expertise, proprietary technology and tools and deep operations capability to provide an innovative and cost effective solution for clients seeking to outsource either a one-off remediation or an ongoing BAU process. We operate across multiple industries, geographies and processes and have particular experience in complaint handling, claims processing and client due diligence.

Role Purpose

To lead a team to deliver a strong client/customer experience on relevant engagements, in an efficient and effective manner with a first time right time Approach. The role will involve working with other teams within the engagement and the Operations Support team so the ability to build and maintain internal networks will be key to the success of the role.

Deliverables

•Effective leadership of the team including line management responsibilities
•Ensure the team consists of appropriate resource levels for operational needs
•Performance manage and develop individuals, maximising talent
•Maintenance of Service Levels
•Maintain the policy, process and procedures documentation
•Identify and communicate MI requirements, effectively utilise MI reports to drive
•staff performance
•Identify staff training needs and arrange coaching as required to ensure all staff achieve and maintain competency level throughout engagement

Essential Experience

•Min 2 years in an operational environment, where at least 1 year has been spent at a Team Leader level
•Proven ability to deliver results in a high performance environment
•Awareness of the FCA, CCA, Data Protection Act and other relevant legislation, procedures and processes

Skills

•Communication
•Relationship management
•Organisation
•Problem solving
•Process improvement
•Competent level on Microsoft Office tools i.e. excel, word, power-point
•Experience of workflow management tools & share-point

Core Competencies

•Planning & Organising
•Decision Making
•Customer Focussed
•Driving Results
•Accountability
•Developing others
•Creative thinking
•Interpersonal skills
•Leadership