•Proposed designation
Manager
•Role type
Team driven
•Reporting to
Associate Director/Director
•Geo to be supported
United States
•Work timings
4:30PM-1:00AM
KPMG Global Services (KGS) delivers smart working processes, rapidly scalable solutions and the right talent. You will be leading the US WFSO team that forms a part of the wider KGS CH group. You will be responsible for Project Management, Stakeholder Management and People Management.
You should be able to monitor Projects, ensure smooth operations, empower team, manage stakeholder expectations, address escalations, and prioritize work.
A robust character, able to remain calm under pressure, confident and self-motivated initiating action to improve service to the business.
Primary Responsibilities include:
Coordination and ownership of all aspects of the Onboarding/TA operations including hew hires, contingent workers and university talent acquisition. The role holder will need good communication and stakeholder management skills and will be expected to maintain a high level of accuracy with excellent attention to detail.
Operational administrative duties may include:
•Process all submitted requests strictly within established Service Level Agreements (SLAs), continuously monitoring and resolving internal stakeholder issues through to completion, and analyzing operational trends to deliver strategic insights to leadership.
•Develop, maintain, and continuously update process documentation and knowledge resources, partnering closely with the HR Tech & Data team to identify new knowledge article opportunities and keep existing content current.
•Ensure strict adherence to compliance, controls, and audit readiness across all processes (including independence rechecks for re-onboarding), while executing any other operational duties as assigned.
•Processes data change requests for contingent workers
•Proactively identify and resolve complex, systemic cross-platform issues spanning ServiceNow, Beeline, and HRMS, while driving end-to-end process standardization and continuous improvement initiatives across multiple teams.
•Provide high-touch guidance and comprehensive support to Engagement Managers, recruiters, and Sourcing Hubs, facilitating critical information gathering (such as cost center/project codes and training confirmations) and troubleshooting escalated issues.
•Communicate with stakeholders(internal and external) and onshore team members/leadership team, throughout all processes
•Maintain accurate employee/new hire records within HR administrative systems, ensuring confidentiality and data integrity
•Generate HR-related reports and provide data analysis as needed
•Ability to follow standard processes and identify and report any potential issues, understanding when to escalate
•Ensure all requirements are adhered to through compliance with all appropriate policies and procedures.
•When applicable create and update SOPs
•Appropriate handling of new joiners’ queries and complaints by phone, email or face to face, in line with the agreed SLAs and Quality framework
•Effective customer service and relationship management across a range of stakeholders
•Ability to follow standard processes and identify and report any potential issues, understanding when to escalate
•Ensure all requirements are adhered to through compliance with all appropriate policies and procedures
•Be the first point of contact for the team and ensure excellent working relationship.
•Implementing process improvement initiatives in the team.
•Ensuring metrics and dashboards make sense and reflect true picture.
People & Network
• Develop and maintain networks within the Practice Group and across KPMG
• Mentor/ coach junior team members
Organization & Culture
• Promote and build a knowledge sharing culture
• Understand and be able to articulate the strategic direction and objectives
Skills and Experience
•Effective communication, ability to articulate in both written and verbal communication to a variety of stakeholders (internal and external), including firm professionals, onshore team members and leadership, which will include senior managers, Directors and Partners
•Strong attention to detail and investigative nature to ensure all elements of the submission process have been accurately completed and all data collected is accurate
•Ability to think on your feet with excellent innovation and problem-solving skills. Analytical approach to work, good innovation and continuous improvement
•Ability to work on own initiative, prioritise own work, deliver to deadlines, train new colleagues and thrive under pressure
•Self-Motivated, adaptable and flexible, takes ownership of issues and sees them through to resolution.
Behavioural / team skills
•Excellent / strong English communication skills (written and spoken)
•Attention to detail and a high degree of organization
•Lead team huddles
•Must be creative and self-motivated
•A professional and organized approach to work and a strong team player
•Strong interpersonal skills and experience working in a team
•Working to strict deadlines and flexibility in time management
•Ability to work on multiple projects at the same time with different managers and proactively communicate progress of projects
•Drive and commitment to deliver a high-quality service to the KPMG network
•Comfort with wide variety of cultural differences and skill sets and ability to work a flexible schedule to interact with colleagues in other time zones around the world
Educational qualifications
•MBA/ Master’s degree or equivalent post-graduation / diploma
Work experience
•8-10 years of experience with at least three years of relevant People Operations, HR experience, in a similar role working for a large multinational company (experience in a professional services firm would be an advantage). The candidate should understand working in a Big 4 or other professional service organizations.
Mandatory technical & functional skills
•MS Office suite including Outlook, Advanced Excel and SharePoint
•IT literate, proven experience of working with multiple systems
•Proficient data Skills and business tools to create reports
•Exposure and understanding of HR Operations, People management, preferably in other professional services/ consulting firms
Exposure and understanding of HR Ops products and tools
Preferred technical & functional skills
•Experience of working in an operational environment
•Experience with ServiceNow preferred
•Experience of effective relationship management
•Has worked successfully in a target and data driven environment