Manager - Customer Transformation - Financial Services
Strategy & Performance Transformation
Base location: London
Why join KPMG as a Manager – Customer Transformation?
KPMG’s Customer Transformation team within the Strategy & Performance Transformation practice is looking for exceptional candidates for a client-facing Manager role, with a Financial Services focus (ideally Banking or Insurance) and experience of customer transformation programmes.
What will you be doing?
This role is focused on building and driving teams to win and deliver Customer centric transformation, focussing on the front office, and integrating sales, service and marketing capabilities to deliver seamless customer experiences. The successful candidate will need to work with capabilities and solutions drawn from across KPMG. The successful candidate draws on their skills to understand our client’s business problems and knowledge of the industry to design, implement and scale relevant solutions for our clients.
To be an effective Manager within our Strategy & Performance Transformation team applicants will be expected to:
- Build strong, trusted advisor relationships with client counterparts. Establish role as day to day / key client contact on engagements
- Take day-to-day responsibility for smaller projects and manage significant elements of larger engagements
- Work with the client to shape and develop their transformation roadmap and change portfolios
- Co-ordinate the preparation of deliverables that span multiple workstreams. Develop the answers and challenges to the likely questions and responses of the client
- Contribute to thought leadership and knowledge management activities
- Ensure that customer transformation projects or their work-streams within a large engagement are effectively scoped, managed and delivered on time, to budget and within agreed (KPMG) risk frameworks.
- Designing future operating models
- Demonstrate commercial acumen, in particular developing projects’ business case and benefits tracking
- Lead the origination of client’s solutions to their challenges in sales and/or service functions
- Play a key role in bidding, winning and delivering of customer transformation engagements of significant size and scope. Managers have a strong business development support element within
their role which involves building relationships internally as well as with our key target clients to identify and shape future opportunities. - Draw insights and data from existing projects; working with the leadership team and a range of people from across the firm to develop tailored propositions; and engaging our clients with these value propositions.
- Help clients focus on generating value through their customer initiatives, with a clear performance focus, and make sure initiatives are designed to drive real value rapidly
- Support the Leadership together with Consulting Industry Leaders (or their delegates) to build and action Go-To-Market plans within their industry, focussed on target clients
- Build and maintain a strong Strategy Group and internal KPMG network
- Handle ambiguity and changing client demands effectively
- Ensure the firm's risk management frameworks are adhered to
- Provide timely feedback and coaching to other team members
- Identify, design and lead critical practice development initiatives, coordinating other members of the team
What will you need to do it?
Successful applicants will demonstrate the following:
- Comes from a product management, consulting or transformation background with experience in delivering client engagements, contributing to business development, developing new propositions and managing a team.
- Have experience of a variety of customer-centric transformation or strategic propositions.
- You will have been responsible for leading an end-to-end project and delivery team, with associated deliverables, and should be able to demonstrate this
- Demonstrates effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders
Expertise/Technical role requirements
- Experience in digital transformation
- Strong understanding of the application of agile methodology in both product development and organizational structure
- Experience of leading and delivering ‘connected consulting’ programmes – overseeing teams outside of Customer to deliver a wider transformation programme
Skills
- Strong project management skills including experience in large cross functional and/or cross geographical programmes
- Run compelling workshops, to extract and challenge information from client SME’s and successfully guides participants through unknown territories
- Solid knowledge of the design thinking ethos of human centre design and ability to adopt it to solve client issues.
- Creative problem-solving ability, inquisitive mind-set, comfortable with working in ambiguous situations
- Strong people management skills
- Strong attention to detail
- Excellent facilitation and presentation skills
- Good commercial awareness
- Ability to rapidly identify issues and propose solutions
- Ability to work independently with limited oversight
- Ability to deliver high quality assignments under time pressure
- Ability to grow and develop people working for them
Skills we’d love to see/Amazing Extras:
- Have a demonstrable knowledge of innovation including approaches, segmentation, and technology
- Has experience of solution development based on current technologies from ideation to delivery
Our Locations:
We are open to talk to Customer Transformation professionals across the country but our core hubs for this role are:
- London Canary Wharf
With 20 sites across the UK, we can potentially facilitate office work, working from home, flexible hours, and part-time options. If you have a need for flexibility, please register and discuss this with our team.
Find out more:
Within Deal Advisory we have a range of divisions and specialisms. Click the links to find out more below:
- Deal Advisory at KPMG: https://kpmg.com/uk/en/home/services/deal-advisory.html
- ESG at KPMG: www.kpmgcareers.co.uk/our-esg-journey/
- About our firm: www.kpmgcareers.co.uk/people-culture/about-our-firm/
- KPMG Culture. Being Inclusive: 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/
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