Customer Senior Manager – Savings, Wealth and Investment Management - Open to flexibility

London (Greater)
13 Mar 2017
13 Apr 2017
Contract Type

Customer Senior Manager – Savings, Wealth and Investment Management - Open to flexibility

At KPMG, our values define who we are and the way we do business. As a leading professional services firm, we know that our strength and capability come from our people – their different perspectives, experiences and backgrounds. From our inclusive leadership strategy to our diversity and inclusion targets – we’re making bold changes to who we are and what we do. Be part of it.

This role is about leading teams to win and deliver projects to transform the customer facing operations of our clients’ organisations in order to deliver superior customer experiences and drive greater commercial value. 

Successful candidates will:

  • Play a key role in bidding, winning and delivering customer service transformation engagements of significant size and scope
  • Lead the origination of client’s solutions to their customer-related challenges in sales and/or service functions
  • Support the Customer Leadership together with Consulting Industry Leaders (or their delegates) to build and action Go-To-Market plans within their industry, focussed on target clients
  • Develop relationships to generate leads, identify and shape future solutions and engagements – through working internally (with customer leadership, Consulting Industry Leaders, Client Lead Partners, Business Development Managers, other parts of KPMG) and externally through partners, allies
  • Ensure that customer transformation projects or their workstreams within a large engagement are effectively scoped, managed and delivered on time, to budget and within agreed (KPMG) risk frameworks
  • Provide leadership within the Customer team, coaching and developing team members and running non-client initiatives, such as training or risk management

Qualifications and Skills

  • Successful candidates will have some or all of the following skills/qualifications:
  • Professional adviser with strong academic record, any of the following qualifications would be advantageous: FPC, IOC, IMC, CFA, Prince 2 or BCS qualifications
  • Strong experience in a change/project environment (Project Manager, Business Analyst or SME etc.), preferably in a multi-disciplinary project (multiple teams and stakeholders)
  • Ability to manage and influence a wide range of stakeholders at all levels
  • Experience of producing, supervising and managing the risks associated with the production of high quality, complex deliverables and reports in a Project, Programme or Change capacity, with exceptional attention to detail
  • Ability to understand clients’ issues and provide appropriate solutions, with proven experience of effectively navigating clients through a clear thought process to resolve highly complex issues
  • Proven track record of leading a successful team (preferably as a lead of a large programme or multiple work-streams) and the recruitment, development and coaching of team members
  • Strong communicator with the interpersonal skills to build strong and lasting client relationships and the ability to leverage their existing network
  • Commercially minded with the ability to identify new opportunities, and convert these into sales
  • Proven ability to generate sell-ons during engagements and encourage cross-sells for other business areas
  • Strong analytical skills, including the ability to interpret data, generate insights and construct and present creative and innovative solutions to clients. Experience of financial modelling will be advantageous
  • Experience of leading client workshops and events
  • Skilled in process mapping and analysis, cost modelling and cash flow analysis
  • Highly proactive, with the ability to work with limited supervision
  • Ability to quickly adapt to new client and team environments
  • Experience of customer service transformation.
  • Has led projects and/or workstreams within large projects that involve combining creative visioning, digital design and development, IT, and business change capabilities
  • Excellent facilitation and presentation skills
  • Ability to deliver high quality assignments under time pressure
  • Ability to grow and develop people working for them

Experience and background

  •  A track record of leading the delivery of high quality and successful projects. Working within Industry and as a management consultant in a long-term savings, wealth or investment management environment
  • Subject matter knowledge/experience of the industry, current and anticipated future trends, with the ability to respond to unprecedented periods of change and the impacts these have on our clients
  • Good knowledge of relevant products, pricing, customer segments, industry trends and go-to-market strategies of firms within the relevant industry
  • Knowledge of financial products (e.g. pensions, ISAs) and fund structures (e.g. OEIC, SICAV)
  • Functional knowledge of the distinction between front, middle and back office and processes performed for Wealth and Investment Management firms
  • Functional and business requirements knowledge of IT systems and platforms: Legacy and investment e.g. FNZ, GBST or Investment Management, e.g. SimCorp, Aladdin, IM CRM systems (Sales Force)
  • Experience of sales and marketing within the savings, wealth and investment management market
  • Strong experience of delivering regulatory driven programmes, such as MiFID II, AIFMD, UCITS, CASS, Pensions Freedom, and awareness of the impact of these regulations on our clients and their entire value chain
  • From a ‘big-four’ management consultancy practice (or equivalent major system integrator) or alternatively digital agencies that focus on digital service design and customer experience
  • Has 5+ years’ experience of winning and leading customer experience design, service transformation / operational support process redesign projects of significant size and scope for leading clients
  • Comes with experience of working in retail investments and/or financial services. Experience in other sectors, such as Government, retail, telco and power & utilities would also be beneficial.
  • Demonstrable effectiveness in tackling complex assignments, balancing competing priorities and managing multiple stakeholders.
  • Personal networks across the retail investments and/or financial services sectors would be advantageous, as well as experience in creating new business development opportunities within the market.
  • Experience in product and distribution knowledge, for example around pensions, ISAs, or guided vs. advised

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 Equal Opportunities employer.