Manager, Service Enablement

Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today’s most important industries. Our growth is driven by delivering real results for our clients. It’s also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it’s no wonder we’re consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Working Mother Magazine, Diversity Inc. and others. If you’re as passionate about your future as we are, join our team.

KPMG is currently seeking a Manager, Service Enablement to join our Digital Nexus organization.

Responsibilities:

• This role is responsible for defining, developing and executing Agent Training, Call Quality Management, Help Desk Workforce management and related processes for the Digital Desk IT Call Center
• Be responsible for helping drive technical outcomes and managing a team of junior and intermediate employees that perform within set technical guidelines and standard operating procedures; set goals, offer feedback, source developmental opportunities and provide long-term career guidance to counselees and others across the department; integrate new team members and connect them to the resources and opportunities to help further their development and career goals; engage regularly with counselees and those they work with to help them continuously improve; work to increase counselees’ engagement, job satisfaction, and pride; act as a role model for doing the right things and treating people the right way
• Oversee strategies for training, quality, project intake and processes for the call center; Focus is blended between execution and tactical planning and participation in strategic planning; deliver tactical plans and monitor progress; be liable for championing alignment to the applicable strategies and adherence to them, the related commitments, the budget and management of the risk; contribute to innovation that has impact and creates a high financial, client value and efficiency impact within projects or department
• Leverage experience and knowledge of ITIL processes such as Knowledge, Incident, Problem and Change Management to define policy and measure adherence, as well as performance and quality associated with policy; develop processes to operationalize new products/services with a focus on establishing KPIs to assess success and delivering training to a large diverse agent population
• Utilize advanced technical expertise to execute work product, tactical and strategic planning, and conduct quality assessments of agent interactions with end users and customers to track customer experience and satisfaction, agent ticket quality, and agent skills; apply understanding of business terminology and processes to role; partner with managers to provide coaching to agents to correct deficiencies in knowledge, skills, and abilities
• Function as the Digital Desk point of contact and interact regularly with management within the department and staff across BPG/functional process; influence client expectations and share appropriate alternatives, suggestions, and recommendations for improvements, ensuring goals and objectives are met

Qualifications:

• Minimum five years of experience leading a Training & Quality Management organization in a global service desk environment; experience in ServiceNow suite of products
• Bachelor's degree from an accredited college or university is preferred
• Ability to manage change and effectively communicate to teams; advanced knowledge of the broader scope that frames the essential technical area of work with the capacity to use this knowledge to create incremental value; experience in multi-national corporation and prefer native in one or more of Spanish/Hindi/Kannada in addition to English
• Good knowledge in strategic solution delivery models to ensure products and/or services continue to innovate and to drive continuous improvement
• Excellent verbal/written communication, collaboration, analytical and presentation skills to lead an environment driven by customer service and teamwork; must be able to set goals and participate in strategic initiatives for a team and foster the development of high-performance teams and interface with all levels of the organization; capability to participate in development of resource plans and structures and influence organizational priorities
• Must have US Citizenship

KPMG complies with all local/state regulations in regards to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market-based salary ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), for example.

Albany Salary Range: Low: $99200 - High: $187500

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, citizenship status, 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.

KPMG does not currently require partners or employees to be fully vaccinated or test negative for COVID-19 in order to go to KPMG offices, client sites or KPMG events, except when mandated by federal, state or local law. In some circumstances, clients also may require proof of vaccination or testing (e.g., to go to the client site).