Associate Director - Customer & Operations

Job Description

Our Customer and Operations Advisory team continues to grow, assisting leading organisations across Financial Services driving sustainable improvements across their business

Working with KPMG you will consult on client projects, translating business and customer needs into target operating models, operational requirements and working processes. You will identify changes and recommend solutions that will typically involve a combination of customer centricity, process and value stream analysis, operational management, continuous improvement, organisational change and digital transformation outcomes leading to innovative operations.

Join our team of highly talented and experienced professionals, with access to powerful KPMG methodologies and global resources.

Your Opportunity

As an Associate Director in our Customer and Operations team, you will have a successful track record working across Management Consulting in Financial Services. You will drive high quality in the delivery of outcomes on client engagements through strong program delivery and management. Partnering with clients you will solve and implement solutions to address complex challenges across their business (end-to-end). Utilising your extensive leadership experience, you’ll bring your passion for growing and developing more junior team members through technical training, skills coaching and mentoring. With your proven track-record in business and relationship development you will foster internal and external networks bringing insights and experience to identify client needs and contribute to business development activity, while successfully growing and developing a team.

Key Responsibilities Will Include:

• Extensive experience in mobilising and leading the delivery of large-scale transformation programs integrating business and technology to deliver business value in the Banking sector or Financial Services sector
• Significant experience leading and coaching others in projects, and mentoring staff as they grow their capabilities, careers and client service impact
• Proven ability to apply technical knowledge into solving problems for banking clients
• Showing initiative and capability to work closely with clients with limited requirement for direction on delivery/technical matters on complex projects
• Collaborating with the national team across multiple different offices

How are you Extraordinary?

At KPMG, we believe diversity of thought, background and unique experience strengthens relationships and delivers meaningful benefits to our people, our clients and communities. To be considered for this opportunity, your qualifications, skills and experience should include: 

• Demonstrated ability to apply structured thinking and analysis techniques to complex and ambiguous problems
• Experience or exposure to the practical application of continuous improvement methodologies such as Lean, Six Sigma, TPS, Systems Thinking, TQM or MOS
• Proven ability to translate business and customer needs into best practice process and operational design requirements, with experience in implementing the designs within core and enabling processes
• Experience in design or deployment of process automation to support improvements in efficiency, effectiveness or service is desirable
• An understanding of the concepts of customer journeys and personas and how they play into creating innovative, market leading experiences
• Experience in the use of design thinking as well as structured thinking to develop creative ideas for implementation
• An understanding of CRM tools, customer analytics and/or other data management to drive insights for customer management strategies and improvement initiatives
• Highly developed written and verbal communication skill
• Have experience in structured problem solving and advanced analytical skills
• Experience undertaking business requirement analysis
• Understanding or exposure to Target Operating Model design and delivery is desirable

Qualifications

A supporting tertiary qualification is highly advantageous

Additional Information

KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth. 

Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who’ve got your back. You’ll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.

At KPMG, you’ll take control over how you work. We’re embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.

Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact the Talent Attraction Support Team.

At KPMG every career is different, and we look forward to seeing how you grow with us.