Senior

Proposed designation : Team Leader/Senior

Reporting to: Manager/ Associate Director/Director

Geo to be supported : US

Shift : Rotational (24X7), Shift timings are expected to be as follows and may change based on business needs and requirements.

•6:30 AM – 3:00 PM •9:30 AM – 6:00 PM •2:00 PM – 10:30 PM •6:00 PM – 2:30 AM •10:30 PM – 7:00 AM  

Roles and responsibilities

We are recruiting for Team Leader in our business center environment, serving a vital role in providing excellent customer service and administrative support to KPMG US.

This is a dynamic, high-energy position and the resources will be responsible for performing various tasks in accordance with standard operating procedures provided by the Clients’ Administrative Services team including, but not limited to customer communications, collaboration with internal KPMG teams, supporting client engagements, reconciliations, client and market research, document processing, data analysis, PowerPoint presentations, coordinating meetings and training events, and booking travel.

The role will also ensure adherence to standard operating procedures is on time and of high quality. The Team Lead must have leadership and team building skills to promote a cohesive and innovative environment and will report on operational achievements and issues to the ASK Manager and ASK Client team members who are accountable for supported work. Additionally, the Team Leader will also be expected to become proficient in the Clients’ processes and perform them from time to time to meet expectations and to support training new team members. Core responsibilities include:

People management

•Oversees the team who performs the execution and delivery of the in-scope Administrative Services tasks within Clients’ ASK function •Collaborate with ASK colleagues and internal customers regarding administrative support needs, issue escalations and resolutions for a seamless customer experience •Train and coach staff on in-scope tasks according to Clients’ standard operating procedures •Collaborates within cross-functional departments to share best practices related to service delivery, team leadership, and reporting •Ensure work is allocated by level according to skillset, complexity, and capacity

Service Delivery

 

•Manage the efficient and effective delivery of day-to-day administrative support services in a virtual support model, which includes aspects of performance management such as attendance, balancing workloads/schedules •Monitors the achievement of operational objectives against Client criteria and contractual service levels •Gains advanced knowledge of the Clients’ policies, procedures, and applications •Contribute to and lead projects/initiatives and pilots for new servicesa within area of accountability and in support of administrative services’ strategic objectives •Performs quality assurance review of team members’ delivery and ensures it meets Client’s expectations and deadlines •Identifies and resolves operational / delivery related issues and escalates to Client stakeholders and ASK Manager, as required •Encourages and supports the identification of continuous improvement initiatives such as automation, procedural enhancements, and quality improvements •Ensures standard operating procedures (SOP) documents accurately reflect the way the process is performed, updating every time a process change is administered (policy change, improvement, etc.)   

Customer Service

•Brings a customer centric focus to the role and act as the first point of escalation to ensure high levels of Client satisfaction • •Assists the ASK Manager in cultivating productive relationships between operational teams, functional, and program related stakeholders • •Effectively communicates with the Client to understand any changes to Client’s departmental policies, processes and procedures, and implement affected changes  

Technical and functional

•Advanced proficiency in Microsoft Word, Excel, and Adobe Acrobat •Analyze data, identify trends, and make informed decisions to improve service delivery and operational processes. •Exposure in creating and maintaining dashboards using tools such as Power BI, Advance Excel, ServiceNow etc. •Resolve issues or challenges during project delivery or operational processes. •Demonstrate meticulous attention to detail in deliverables, project management, and tasks.

Interpersonal

•Excellent communication, interpersonal judgment, and customer service skills •Strong communication skills (written and verbal) •Ability to multi-task, prioritize, and work across a variety of job roles and activities with increasing competency •Strong organizational and critical thinking skills; utilize inquiry skills for situational assessment, problem solving, and relationship building •Ability to thrive in an environment of constant change and continuous learning •Ability to identify and resolve escalated issues within work scope

Leadership

•Ability to build confidence of team members and stakeholders •Ability to coach, lead, and motivate a team to meet and/or exceed performance goals •Resolves interpersonal issues in a way that is consistent with firm values •Consistently looks for ways to advance team capabilities and performance •Drives efficient processes and quality  

Education

 

•BBA/BCom/Any Graduate Degree from Tier 1 or Tier 2 College.

 

Professional qualifications

 

•At least 6-8 years relevant work experience within Administrative Services or in BackOffice process in a leading UK/US MNC.

 

Other information

•Interview process: 3 rounds of interview •Does the job role involve travelling: No •Does the busy season apply to this role?: Yes