Engagement Processor Delivery Center Lead

KPMG - Vancouver, BC (30+ days ago)

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You’ve got big plans. We have opportunities to match, and we’re committed to empowering you to become a better you, no matter what you do.

When you join KPMG you’ll be one of over 207,000 professionals providing audit, tax, advisory and business enablement services across 153 countries.

With the support to do things differently, grow personally and professionally and bring your whole self to work, there’s no limit to the impact you can make. Let’s do this.

Overview of the opportunity:
This role is an important one in ensuring KPMG and Business Enablement Services delivers client service excellence both externally and internally. The Delivery Centre Lead is responsible for oversight, direction and support of the people and processes performed by and in the Centre. The role assists with transactional duties to support the team through heavy volume and complexity. It also involves regularly communicating with and distributing reports to management. This position reports to the Manager – Office Administration

What you will do:
Oversee the quality of work being produced by Delivery Centre staff and providing guidance as necessary as well as seeking to embed best practices
Implement mechanisms to measure quality and client satisfaction, through standard operating procedures and ongoing client engagement, for example
Monitor the service level agreements/requirements with the business and make timely adjustments as required
Ensure effective implementation and monitoring of Delivery Centre policies and processes and seeking to continuously improve
Ensure the effective use of existing technology in the delivery of services and embrace new technologies as available
Plan, monitor and analyze resource utilization to optimize workflow volumes and staffing schedules (overtime, vacation, etc.)
Act as a tier two support for the Delivery Centre to address service delivery issues arising from the engagement teams
Implement, as well as through critical evaluation, proactively make recommendations for the continuous improvement of the Delivery Centre both operationally and in adding value to the region
People Management
In collaboration with the Manager – Office Administration
Facilitate the performance development cycle for Delivery Centre employees that includes; annual goal setting, interim and year-end reviews, year-end calibration, annual pay increases and ongoing performance feedback
Address constructive feedback from engagement teams with Delivery Centre team and come up with an action plan to rectify
Celebrate positive feedback with Delivery Centre team
Motivate Delivery Centre team to capitalize on their strength and improve development areas
Identifies training and development needs of Delivery Centre team
Onboard new team members to ensure successful integration and deep understanding of relevant KPMG policies, processes and technologies

Keys to your success:
Superior people management/leadership skills
Advanced knowledge of MS Office – Word, Excel, Outlook and Adobe Acrobat
Exceptional attention to detail and numerical aptitude
Accounting and/or bookkeeping background considered an asset
Superior written, oral communication and negotiating skills
Exceptional organizational and time management skills
Excellent client service skills and ability to present to senior leaders
Caseview/Caseware knowledge considered an asset

Learn more about where a career at KPMG can take you.