3 days old

Manager, Service Transformation Financial Services

Short Hills, NJ 07078
**Business Title:** Manager, Service Transformation Financial Services

**Requisition Number:** 83534 - 59

**Function:** Advisory

**Area of Interest:**

**State:** NJ

**City:** Short Hills


The KPMG Advisory practice is currently our fastest growing practice. We are seeing tremendous client demand, and looking forward we don't anticipate that slowing down. In this ever-changing market environment, our professionals must be adaptable and thrive in a collaborative, team-driven culture. At KPMG, our people are our number one priority. With a wealth of learning and career development opportunities, a world-class training facility and leading market tools, we make sure our people continue to grow both professionally and personally. If you're looking for a firm with a strong team connection where you can be your whole self, have an impact, advance your skills, deepen your experiences, and have the flexibility and access to constantly find new areas of inspiration and expand your capabilities, then consider a career in Advisory.

KPMG is currently seeking a Manager in Customer & Operations for our Consulting (https://advisory.kpmg.us/) practice.


+ Lead client engagements help assess, design, and implement capabilities across human and digital service touchpoints with a focus on improving the customer experience and reducing the cost-to-serve from strategy through execution

+ Help craft the design of next generation operating models that support customer service journeys before, during, and after the sale of a company's products and services

+ Manage KPMG work teams and help with creation and timely execution of project deliverables including, but not limited to: maturity assessment, gap analysis, service journey mapping, service operating model designs, service technology use cases and requirements, process mapping, service segmentation, KPIs and scorecards, recommendations, roadmaps, and financial business cases

+ Assist in proposal development, creation of statements of work, and other new business development activities across clients

+ Develop work plans, timelines and identify opportunities to expand or extend engagements with existing clients

+ Assist with practice development activities such as development of methodologies, playbooks, toolkits, training, and thought leadership


+ Minimum five years of management consulting experience with heavy focus working in customer service, client services, contact center environment (multi and omni channel), customer support or digital customer field

+ Bachelor's degree in a related field from an accredited college/university; MBA is preferred

+ Experience working in either retail/commercial banking, insurance, wealth/asset management industries with specialization in designing and/or implementing process/technology improvements grounded in leading customer service and customer experience techniques

+ Functional knowledge in three or more of the following areas: customer service transformation, customer service experience design, customer service process implementation, workforce management, technology support, field services, customer service technology and integration across channels, reporting/metrics KPIs, and vendor/contract management

+ Familiarity with service technologies including but not limited to: cloud solutions (e.g. Five9, Nice, Genesys, Salesforce, ServiceNow, Microsoft) artificial intelligence, case management, quality assurance, workforce management, knowledge management, and computer telephony integration

+ Experience in evaluating benchmark data (e.g. customer, process, financial benchmarks); IVR/live/agent/web/mobile/chat/email contacts, social media, voice of customer, cost-to-serve

+ Ability and willingness to travel- currently expected to be approximately 50%

KPMG LLP (the U.S. member firm of KPMG International) offers a comprehensive compensation and benefits package. KPMG is an affirmative action-equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.

At KPMG, any partner or employee must be fully vaccinated or test negative for COVID-19 in order to go to any KPMG office, client site or KPMG event. In some circumstances, individuals who are not fully vaccinated may also be required to have a reasonable accommodation to not be fully vaccinated for COVID-19.

**GL:** 4

**GF:** 15292


Posted: 2022-05-13 Expires: 2022-06-15

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Manager, Service Transformation Financial Services

Short Hills, NJ 07078

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