KPMG Manager, Customer Solutions- Customer Interaction in Chicago, Illinois

Business Title: Manager, Customer Solutions- Customer Interaction

Requisition Number: 66474

Function: Advisory

Area of Interest: Customer and Operations

State: IL

City: Chicago

Description:

The fastest growing Big Four professional services firm in the U.S., KPMG is known for being a great place to work and build a career. We provide 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 in Customer & Operations for our Management Consulting practice.

Responsibilities:

  • Lead client engagements and work streams related to process improvements and operational analysis for customer-facing services and functions Provide oversight of highly skilled client and KPMG work teams throughout the project lifecycle and help ensure timely execution of project deliverables

  • Apply well developed consulting skills and in-depth industry and functional knowledge in the execution of assignments

  • Establish client value propositions that tie financial metrics and CFO focus areas directly to business improvement

  • Help lead proposal development and other new business development activities by leveraging existing relationships with C-level executives

  • Provide input into engagement decisions including work plan and timeline, project management, resource allocation and career development of staff members

Qualifications:

  • A minimum of five years of management consulting experience with heavy focus working in customer service, contact center environment or digital customer field, with a minimum of three years of experience leading teams; management consulting experience is required

  • Bachelor's degree in a related field from an accredited college/university

  • Deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting - metrics/KPIs, and supplier/contract management

  • Experience in evaluating benchmark data (e.g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing is preferred

  • Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations

  • Ability to travel extensively

KPMG offers a comprehensive compensation and benefits package. KPMG, an equal opportunity employer/disability/veteran. KPMG maintains a drug-free workplace. KPMG will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state or federal law (including San Francisco Ordinance number 131192). No phone calls or agencies please.

GL: 4

GF: 15292