Operations Lead

Operations Lead - KDN ACDC

**Grade**:
Experienced

**Department**:
KPMG Delivery Network

**Descriptions**:
As a dedicated Operations Lead, you will be responsible for overseeing the business & financial operations of our Global Delivery Center (GDC), ensuring the exemplary levels of delivery and quality that KPMG expects. This includes managing related reporting and coordination, and playing a key role in managing of all aspects of office operational processes such as the cost charge process, contracting, and invoicing of the KPMG Delivery Network (KDN). You will work closely with the Delivery Centre Lead, KDN and Global Compliance Management Services (GCMS) Leadership, as well as with leaders and experts from regional KPMG member firms and Delivery Centers across the globe to drive operational excellence. You will also serve as the right-hand person to the Delivery Centre Leader, developing, producing, and analyzing KPI reports related to operational performance. Beyond managing center financial operations, you will actively build and manage relationships with key internal KDN and client (KPMG member firm) stakeholders. The role will also be central in managing cross-KDN center and KPMG member firm collaboration on back-end processes, resource optimization, and cost management.

**Responsibilities**:
Financial Operations and Legal Compliance - Contract management, create and manage Statements of Work (SOWs) and other legal contracts/agreements, ensuring compliance with local jurisdictional requirements - Develop, maintain, and review Standard Operating Procedures (SOPs) for operational activities. - Oversee the cost charge process and coordinate engagement pricing for client Requests for Proposals (RFPs) Business Planning and Invoice Management: - Develop and maintain key metrics, business setup/taxonomy, and a key metrics database. Prepare budgeting and forecasting data, track performance, and report to stakeholders - Manage the entire invoicing process, including coordination with Finance teams for creation, query resolution, review, and tracking. Reconcile invoices with Accounts Receivable (AR) payments and follow up with member firms/clients for outstanding dues Demand and Capacity Planning: - Resource management, ensure timely and accurate demand and supply reporting, capacity planning, budgeting, and business efficiency. Oversee day-to-day delivery responsibilities - Support Business Leads in managing team utilization, including measurement, tracking, problem-solving, and improvement initiatives - Develop and tailor resource management approaches in consultation with Business Leads, demonstrating a strong understanding of the business, markets, and service offerings - Escalate sensitive or high-risk staffing situations to Leadership as appropriate. Back Office Operations: - Manage the onboarding process for new clients, KPMG member firms, and team members - Monitor timesheet and engagement calendar compliance - Supervision around all necessary reporting and compliance obligations Operational Excellence: - Work closely with Leadership and participate in key meetings. Coordinate with KPMG in Malaysia, KGS in Hungary, and KDN to ensure seamless operations - Identify opportunities for continuous operational improvement and assist in implementing solutions

**Requirements**:

- 10+ years of relevant experience in a professional services/consulting firm or multinational corporation (MNC) supporting operations management Demonstrated experience in supporting the operations of a scaled delivery team - Proven experience in resource management, including demand and capacity planning, team utilization, and resource allocation - Strong financial management and reporting experience, including budgeting, forecasting, and invoice management - Proven ability to collaborate effectively with internal and external clients, including other KPMG offices and client stakeholders - Experience working in a delivery center environment, ideally at a Big 4 firm or a multinational corporation - Excellent analytical skills and a strong understanding of key performance indicators (KPIs) - Experience working as part of a global team and collaborating with multi-disciplinary business leaders - Ability to manage multiple tasks simultaneously and adapt to changing priorities - Expert knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, and basic Access). Preferable knowledge of VBA, reporting solutions, and data visualization tools (Tableau, Power BI, etc.) - Excellent English (verbal and written) communication skills and the ability to communicate effectively with individuals at all levels of the organization - Lean Six Sigma or equivalent experience is a valuable asset