Job Overview
KPMG UK is a leading professional services firm seeking an experienced People Contact Centre Manager to lead our team and ensure the smooth operation of our HR Shared Services contact centre.
About the Role
This dynamic role involves providing strong leadership to the People Centre teams, fostering a collaborative and positive work environment. You will be responsible for building a high-performing team, managing resources effectively, and providing expert guidance to improve overall service delivery.
Main Responsibilities
* Foster a culture of collaboration and positivity within the People Centre teams.
* Develop and implement recruitment, engagement, succession, and development plans to optimize team performance and manage attrition.
* Build and maintain effective relationships across the team and with key stakeholders within the business.
* Manage resources within the teams to agreed budgets, ensuring efficient and cost-effective operations.
* Collaborate with Offshore support to ensure all Employee Lifecycle processes not managed onshore are completed within Service Level Agreements (SLAs) and to a high standard.
* Provide expertise and guidance to the teams to improve overall SLAs and performance for the business in resolving queries and processing requests.
* Upskill the team to manage their performance system and drive continuous improvement in 'the way we do business.'
* Develop and maintain process maps and develop reporting capability for the teams.
* Prepare regular and ad hoc reports, analyse, interpret, and report on trends.
* Manage and coach internal resources to continually improve and upgrade data and analytic capabilities.
* Consult with managers and provide guidance to address queries.
Your Skills and Experience
* Experience of working within a busy HR Shared Services contact centre background.
* A strong understanding of HR Systems.
* Excellent stakeholder management and handling escalations.
* Team management and performance management experience.
Salary
£45,000 - £55,000 per annum, depending on experience.
Location
The role is based in Birmingham, with some travel to Watford.