Release to Service Manager

  • Location:

    Leeds, West Yorkshire

  • Sector:

    Other

  • Job type:

    Contract / Interim

  • Salary:

    Negotiable

  • Contact:

    KPMG LLP (UK)

  • Contact email:

    S.Mazibuko@resourcesolutions.com

  • Job ref:

    RSM/16/01/20_1579179676

  • Published:

    5 days ago

  • Duration:

    6 months

  • Expiry date:

    15/02/2020

  • Startdate:

    ASAP

  • Client:

    KPMG Careers

  • Hours per day:

    5

  • Work preference:

    Office

  • Days per week:

    5

Roles and Responsibilities

Build and establish relationships with senior customers/clients to support the design and delivery of learning. Providing leadership and working through others to enable a smooth transition into the Service Centre. Ensuring high levels of customer service by:

  • Work closely with Business Learning Partners, Learning and Development teams and Programme Managers to build a learning plan for the year and implement.
  • Ensure processes are followed by Business Learning Partners and other Learning contacts
  • Work with wider project team to operationalise new content, ensuring it is complete and fit for purpose once accepted into Service Centre
  • Be the link between Learning & Development and the Service Centre on new topics and ensuring internal project management processes and methodologies are adhered to in order to enable successful release to service of the product
  • Willing and able to respond positively to demand and stretching tasks; bouncing back from any setbacks
  • Communicating effectively with the Service Centre in order to ensure joining instructions, facilitators and room bookings are sent out and booked to an agreed timeframe
  • Deliver effective handover to the Service Centre team and be the escalation point of any issues
  • Identification of opportunities for improvements to processes and techniques, championing a client service culture
  • Provide potential solutions to fill gaps in processes/staff knowledge
  • Maintain the integrity of the client data
  • Build and maintain relationships with customers through regular meetings/calls
  • Actively protecting the customer's interest at all times in complying with statutory regulations and legislation

Oversee day to day client relationship activities to provide high level of customer care:

  • Ongoing relationship management with clients to ensure smooth design, quality assurance and running of topics/programmes.
  • Be able to link in other members of the team when applicable e.g. further opportunities, a need for MI

Qualifications and Skills

  • Strong analytical and problem solving skills and the ability to use information to generate creative solutions
  • Good stakeholder management and relationship building skills
  • Significant attention to detail, a logical approach and the ability to meet difficult deadlines within due process
  • Anticipates when others need support and offers help
  • Intermediate excel skills to include pivot tables, vlookups and charts
  • Strong communication and stakeholder management skills
  • Awareness of relevant legislation, procedures and processes
  • Competent level on Microsoft Office tools i.e. Word, PowerPoint

Experience and Background

  • Demonstrable experience in operational delivery, providing high levels of customer service
  • Active interest in Learning and Development
  • Extensive stakeholder management