Job description
Role: Manager
Role purpose: As a member of the client service team, supervise and manage engagements and other related activities under the general direction of partners, directors, and/or senior managers, leading staff, consultants and assistant managers in providing outstanding client service.
1. Operations:
Quality:
2. Display drive to deliver and generates commitment in others to maximise results.
3. Accountable for managing business risk in own area.
4. Manage financial and team(s) effectively to deliver business goals.
5. Focus energy on commitments and objectives that matter most.
6. Manage others’ expectations and delivers on promises.
7. Keep others updated on the status of tasks and projects.
8. Demonstrate resilience under pressure.
9. Take accountability for decisions and outcomes within scope of responsibilities.
10. Take a thorough approach to analysing information and making decisions, knowing what commitments are being entered.
11. Identify and involves key people in decision-making.
12. Manage conflicting perspectives when making decisions.
Risk Management:
13. Manage team activities to ensure compliance with KPMG risk management policies and procedures and manage engagement administration. Ability to recognise, understand and propose solutions to address potential matters of risk for the client and/or the firm to be raised to the Senior Manager for joint resolution. Good awareness of firm's risk management policies and ability to raise concerns to a more senior member of the team for resolution.
Billing and Client Engagement Management:
14. Ensure all time bookings are accurate and timely and achieve chargeable hours target.
15. Be responsible for effective management of engagement financials, cash collection and review of significant invoices.
16. Ensure timely invoice production.
Technology:
17. Manage the teams’ responsibilities in the KIM/ LinkGo tracking system.Manage teams to ensure that timely technology created reports are created and distributed with clients as agreed.
18. Skills:
19. Communication: Very good level of written and verbal communication skills.
20. Project Management: Excellent organisation skills with ability to plan, prioritize, meet deadlines and monitor budget.
21. IT:Strong IT skills, including very good MS Office (Word, Excel and Power Point).Good understanding of KPMG’s KIM, LinkGo software and other KPMG offered software solutions.
22. Excellent level of attention to detail and accuracy.
23. Client driven and commercially savvy.
24. Very good presentation skills
25. Other Skills, such as timesheet completion, discipline to complete projects/ tasks deliver for deadline and keep teams on track.
3) Technical knowledge:
26. Demonstrate a thorough understanding of immigration concepts and issues and pro-actively research current immigration developments and creatively apply immigration and HR knowledge to client situations.
27. Understand basic and complex application processes.
28. Review and approve complex immigration advisory work [based on input received from membership office].
29. Supports the assistant manager in chasing outstanding invoices with O/D or GI clients. Acts as point of escalation for complex invoicing matters and debt collection.
30. Communicate effectively to resolve complex cases of GI clients with membership office, clients and other agencies.
31. Discuss customer satisfactory survey results with the senior manager and recommends/ implements action plan(s) for improvements if survey shows medium or poor client satisfaction.
32. Leads the discussion of unsatisfactory case management(s) with membership office and GI client if necessary.
33. Explain complex legislation and policies in simple clear language to GI clients.
34. Liaise with the individual applicants and HR counterpart to provide complex technical advice and to give alternative options based on the input received from the membership office(s) involved
35. Final review accuracy and completeness of immigration advisory work based on the input received from the membership office(s)
36. Present QBR material to the client on an agreed schedule
37. Final review of presentations for pursuits (RFPs or RFIs) and share with senior manager once satisfied that the material is of the highest professional standard.
38. Lead client meetings (QBR, transition meeting, regular or ad-hoc) with senior manager ensuring opportunity is given to more junior staff too for the purpose of professional development.
39. Review meeting notes and ensure follow-up on actions/ outcomes arising from the meeting is done by the assistant manager.
40. Discuss immigration global trends and relevant geopolitical changes that is relevant for the client.
41. Effective account/client management of scope, fee quote and explanations.
42. Final review of materials and communications for senior members of the practice for KPMG/client representation to immigration authorities and government officials.
43. Develop long-term relationships with relevant immigration teams globally.
4) Business Development:
44. Identify business opportunities and manage client pursuits.
45. Sharing industry insights, best practises and global offerings with clients.
46. Manage accounts/industry sector planning as agreed.
47. Stays informed of market activity for relevant accounts and industries.
5) Quality and values:
48. Assign and manage tasks with other team members considering engagement needs and identified business outcomes and organise own work such that important items are completed first.
49. Ensure timely responses from the team on day-to-day client liaison and provide and review appropriate responses to questions raised by client as necessary. Handle important client communication.
50. Serve as a trusted business advisor for clients and KPMG to immigration authorities and government officials.
51. Review documents prepared by other team members.
52. Review and accurately interpret information from overseas offices in order to deliver practical and suitable conclusions and recommendations to clients.
53. Work towards the optimal outcome for the relevant business stakeholders.
54. Monitor client service standards, swiftly addressing delivery failures (such as missed SLAs) and implement resolution plan to ensure these are prevented.
55. Focus efforts on most profitable clients and opportunities.
56. Organise teams to ensure client work, global coordination profitability.
57. Deliver change through effective implementation.
58. Identifies and removes obstacles to achieving greater efficiency.
59. Encourage others to contribute improvement ideas.
60. Challenge assumptions and historic practice with evidence-based arguments.
61. Demonstrate commitment to delivering exceptional client service by reviewing work products of more junior members of the team and ensuring own work outcomes are of high quality.
62. Delegate tasks and manages assignments of self and others.
63. Take accountability for addressing problems until they are solved.