People Contact Centre Manager

2 months ago

Birmingham, United Kingdom KPMG UK Full time

People Contact Centre Manager (HR Shared Services) - 12 month FTC


Base Location: Birmingham – with some travel to Watford


The KPMG Business Services function is a cornerstone of our UK business. Operating from 20 UK locations and sitting with KPMG Central Services we do work that matters.

Within Central Services we are part of a community of experts across a wide range of critical activities who help grow, run, and protect KPMG in the UK.

From HR and Learning, Finance, Procurement, Facilities and Business Support, through to Risk and Legal, Corporate Affairs, and Sales and Marketing, our approach is focused on driving the improved performance of the firm, which we support with diligence and expertise.

KPMG is one of the world's largest and most respected consultancy businesses, we've supported the UK through times of war and peace, prosperity and recession, political and regulatory upheaval. We've proudly stood beside the institutions and businesses which make the UK what it is.


Why Join KPMG as a People Contact Centre Manager

KPMG is seeking a dynamic and experienced People Centre Manager to lead our team and ensure the smooth operation of our People Centre. In this role, you will be responsible for building a high-performing team, managing resources effectively, and providing expert guidance to improve overall service delivery.


What will you be doing?


  • Provide strong leadership to the People Centre teams, fostering a collaborative and positive work environment.
  • Develop and implement recruitment, engagement, succession, and development plans to optimize team performance and manage attrition.
  • Build and maintain effective relationships across the team and with key stakeholders within the business.
  • Manage resources within the teams to the agreed budget, ensuring efficient and cost-effective operations.
  • Collaborate with Offshore support to ensure all Employee Lifecycle processes not managed onshore are completed within SLA and to a high standard.
  • Provide expertise and guidance to the teams to improve overall SLAs and performance for the business in resolving queries and processing requests.
  • Upskill the team to manage their performance system and drive continuous improvement in "the way we do business."
  • Develop and maintain process maps and develop reporting capability for the teams.
  • Prepare regular and ad hoc reports, analyse, interpret, and report on trends.
  • Manage and coach internal resources to continually improve and upgrade data and analytic capabilities.
  • Consult with managers and provide guidance to address queries.


What will you need to do it?


  • Experience of working within a busy HR Shared Services contact centre background.
  • A strong understanding of HR Systems.
  • Excellent stakeholder management and handling escalations.
  • Team management and performance management experience.

To discuss this or wider Central Services roles with our recruitment team, all you need to do is apply, create a profile, upload your CV and begin to make your mark with KPMG.


Find out more:

Within Central Services we have a range of divisions and specialisms. Click the links to find out more below:


Central Services (KBS) at KPMG: www.kpmgcareers.co.uk/experienced-professional/kpmg-business-services/ Inclusivity and KPMG: www.kpmgcareers.co.uk/people-culture/being-inclusive/ KPMG Workability and Disability confidence: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/need-support-let-us-know/ For any additional support in applying, please click the links to find out more:


Applying to KPMG: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/ Tips for interview: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/application-advice/ KPMG values: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/our-values/ KPMG Competencies: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/kpmg-competencies/ KPMG Locations and FAQ: www.kpmgcareers.co.uk/faq/?category=Experienced+professionals

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