Associate Director - Banking, Customer & Operations

Our Customer and Operations Advisory team continues to grow, assisting leading organisations across Banking driving sustainable improvements across their business

Working with KPMG you will consult on client projects, translating business and customer needs into target operating models, operational requirements and working processes. You will identify changes and recommend solutions that will typically involve a combination of customer centricity, process and value stream analysis, operational management, continuous improvement, organisational change and digital transformation outcomes leading to innovative operations.

Join our team of highly talented and experienced professionals, with access to powerful KPMG methodologies and global resources.

Your Opportunity

As an Associate Director in our Customer and Operations team, you will have a successful track record working across Banking. You will drive high quality in the delivery of outcomes on client engagements through strong program delivery and management. Partnering with clients you will solve and implement solutions to address complex challenges across their business (end-to-end). Utilising your extensive leadership experience, you’ll bring your passion for growing and developing more junior team members through technical training, skills coaching and mentoring. With your proven track-record in business and relationship development you will foster internal and external networks bringing insights and experience to identify client needs and contribute to business development activity, while successfully growing and developing a team.

Key responsibilities will include:

• Extensive experience in mobilising and leading the delivery of large-scale transformation programs integrating business and technology to deliver business value in the Banking sector 
• Significant experience leading and coaching others in projects, and mentoring staff as they grow their capabilities, careers and client service impact
• Proven ability to apply technical knowledge into solving problems for banking clients
• Showing initiative and capability to work closely with clients with limited requirement for direction on delivery/technical matters on complex projects
• Collaborating with the national team across multiple different offices

How are you Extraordinary?

At KPMG, we believe diversity of thought, background and unique experience strengthens relationships and delivers meaningful benefits to our people, our clients and communities. To be considered for this opportunity, your qualifications, skills and experience should include: 

• Demonstrated ability to apply structured thinking and analysis techniques to complex and ambiguous problems
• Experience or exposure to the practical application of continuous improvement methodologies such as Human Centered Desing, Lean, Six Sigma, TPS, Systems Thinking, TQM or MOS
• Proven ability to translate business and customer needs into best practice process and operational design requirements, with experience in implementing the designs within core and enabling processes
• Experience in design or deployment of process automation to support improvements in efficiency, effectiveness or service is desirable
• An understanding of the concepts of customer journeys and personas and how they play into creating innovative, market leading experiences
• Experience in the use of design thinking as well as structured thinking to develop creative ideas for implementation
• An understanding of CRM tools, customer analytics and/or other data management to drive insights for customer management strategies and improvement initiatives
• Highly developed written and verbal communication skill
• Have experience in structured problem solving and advanced analytical skills
• Experience undertaking business requirement analysis
• Understanding or exposure to Target Operating Model design and delivery is desirable