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Infrastructure, Government and Healthcare Customer Consulting Director

KPMGManchester, GB

30+ days ago

Job description

The Role

As an integral part of the broader Customer & Operations Advisory team in the UK, this role sits within the IGH sector where the successful candidate is expected to deliver the following :

Business development : leading Customer business development activity (including developing, contributing to and presenting proposals / bids for future work), actively marketing Customer in the public sector marketplace, working alongside colleagues with technology & data and operational expertise. Development of, sustaining and growing relationships both internally and with client management.
Engagement delivery : responsibility for leading Customer transformation programmes of large size and complexity, with experience in planning, managing and executing the delivery of engagements, including overseeing the delivery of new digital solutions and platforms and the review and quality assurance of deliverables
People development : leading large, often multi-disciplinary teams, identifying team development needs and accelerating development with particular emphasis on managing and mentoring engagement team members, coaching and skills transfer.
Practice development : leading the development of our people, for example skill development in Customer and digital consulting that are key to scaling the business
Risk management : identifying and managing risks, engagement assurance and commercial risk management and ensuring the Firm's frameworks are implemented appropriately and effectively

The base location is flexible; however travel is an essential part of the role due to the nature of the projects. KPMG is currently hybrid working and matching our clients’ requirements for off-site and on-site working.

The Person

The successful candidate should have excellent understanding of selling and delivering professional services with a background in leading transformation consulting within organisations as a System Integrators, Big 4 / strategy houses, progressive digital agencies, technology innovators or top end boutique providers.

The candidate must be operating at a senior level and demonstrate the following skills :

Be credible and confident building new relationships at leadership level

Be comfortable talking with COO’s, CMOs, Service Leaders and Chief Customer Officer’s and senior responsible people on topics of digital, organisational change, transformation, customer experience and service excellence .

Demonstrate a proven track record on leading large and multi-disciplinary teams

Coach and develop team members to ensure excellent client delivery whilst also enabling their career development

Be able to demonstrate thought leadership, delivering strong viewpoints in the market to both create new thinking and drive new business opportunities

Have a sales focus, be experienced with and comfortable to have a target of selling c£1.5m of revenue per year as a Director

Whilst not all these technical areas would be expected, a good coverage would be expected :

Demonstrate deep capability in one or more of the following areas : Digital Transformation, Customer Experience, Customer Insight, Customer Centric Operating Models, Consumer / Stakeholder Engagement, Contact Centre Transformation, Case or Customer Relationship Management (CRM) and Customer Centric Culture

Industry knowledge and expertise in one or more of the following sectors – Infrastructure, Transport, Central Government, Local Government, Healthcare and Higher Education

Have strong interest in the positioning and use of Customer Engagement technologies such as Salesforce, ServiceNow and Microsoft Dynamics

Experience of complex / large scale transformation design and delivery

Multi-channel customer experience journey and service design

Agile experience and cross functional ways of working

Deep knowledge of customer-facing customer service process transformation

Digital innovation at a high level (e.g. new innovative products and services)

Target Operating Model design and execution

Digital channel design and migration

Process re-engineering, preferably Lean / Six Sigma experience

In addition to this, the successful candidate must also demonstrate the following attributes :

Ability to adapt and flex across multi-disciplinary programmes and work collaboratively with colleagues from different disciplines to focus on client outcomes

Strong emphasis on execution rather than concept

Proven track record of delivering measurable value through transformation initiatives.

Proven change leadership / management experience

KPMG ‘Our Deal’

We recognise that, as individuals, we each have particular needs and that one size doesn’t fit all, when it comes to how, when and where you work. That’s why we’re proud to offer our colleagues agile working options. We believe in putting you at the centre of your career – KPMG will offer the training, development and stimulating work environment to help you get to where your career ambitions are. That’s why we introduced ‘Our Deal’ – it’s our way of saying ‘thank you’ for bringing your best to work. As part of ‘Our Deal’, you’ll benefit from a range of rewards from secondment opportunities and preferential banking services to a day off on your birthday and have open, honest conversations about your career development.

While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a balanced lifestyle. We offer part time roles with flexible working arrangements which could include, annualised hours, early or late starts to fit around other commitments, shorter working days etc. We are happy to discuss your own requirements and our range of flexible working arrangements in more detail, should that be of interest and, as part of the recruitment process, we can put you in touch with people who work flexibly.

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