KPMG Manager, Connected Service Transformation in Boston, Massachusetts
Business Title: Manager, Connected Service Transformation
Requisition Number: 52985 - 39
Area of Interest:
Historically, the travel requirement for this position has ranged from 80-100%. The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities, and guidance from a number of infectious disease experts. For now, all KPMG business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only. At some point in the future and with the safety of people as the critical factor, the travel requirement will likely increase, possibly to previous levels, but KPMG is committed to balancing client requirements with new delivery capabilities.
The KPMG Advisory practice is currently our fastest growing practice. We are seeing tremendous client demand, and looking forward we don't anticipate that slowing down. In this ever-changing market environment, our professionals must be adaptable and thrive in a collaborative, team-driven culture. At KPMG, our people are our number one priority. With a wealth of learning and career development opportunities, a world-class training facility and leading market tools, we make sure our people continue to grow both professionally and personally. If you're looking for a firm with a strong team connection where you can be your whole self, have an impact, advance your skills, deepen your experiences, and have the flexibility and access to constantly find new areas of inspiration and expand your capabilities, then consider a career in Advisory.
KPMG is currently seeking a Manager in Customer & Operations for our Consulting practice.
Lead client engagements and work streams related to process improvements and operational analysis for customer-facing services and functions
Provide oversight of highly skilled client and KPMG work teams throughout the project lifecycle and help ensure timely execution of project deliverables
Apply well developed consulting skills and in-depth industry and functional knowledge in the execution of assignments
Establish client value propositions that tie financial metrics and CFO focus areas directly to business improvement
Help lead proposal development and other new business development activities by leveraging existing relationships with C-level executives
Provide input into engagement decisions including work plan and timeline, project management, resource allocation and career development of staff members
Minimum five years of management consulting experience with heavy focus working in customer service, contact center environment or digital customer field, with minimum three years of experience leading teams; management consulting experience
Bachelor's degree in a related field from an accredited college/university; MBA is preferred
Deep functional knowledge in three or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and workforce management, quality management, training, technology support, digital customer service technology platforms, reporting metrics/KPIs, and supplier/contract management
Experience in evaluating benchmark data (e.g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing is preferred
Prior knowledge in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
Ability to travel extensively
KPMG LLP (the U.S. member firm of KPMG International) offers a comprehensive compensation and benefits package. KPMG is an affirmative action-equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.
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