Head of Operations, KPMG Managed Services (Director/ Associate Director)


KPMG Australia is part of a global network providing extensive services across a wide range of industries and sectors. Our people collaborate, share their expertise and create innovation as we partner with clients to solve complex challenges, empower change, drive disruption and growth.

Joining KPMG as Head of Operations for our Managed Services team, you will lead large-scale operations day-to-day including managing the transition in to the new engagement from the mobilisation team, as well as delivering the objectives and business case for the client. You will drive the innovative and cost effective delivery of large scale review and/ or processing activity across multiple industries including, but limited to, remediation, fee for no service, advice reviews, complaint handling, claims processing and service delivery.


Your major responsibilities will include:
• Responsible for the totality of operations resources and the logistical positioning of staff including capacity planning, resource forecasting and contingency planning;
• Determine operating models, structures and teams to deliver for existing and new engagements as well as business development pitches;
• Oversee consistency of operations approach across all members of the management team, site management, financial management, risk and controls;
• Perform operational reviews and provide recommendations on steps to improve by determining priorities for investment and delivery of continuous improvement;
• Determine decision points for client escalations on major incidents;
• Connect with other KPMG Managed Services operations across the globe to build technology and share IP to ensure the efficiency of our local operations;
• Lead, motivate and performance manage all management team and team leaders for each engagement, building appropriate succession and development plans.

How are you Extraordinary? You will ideally bring to this role -
• Minimum 8 years’ experience in an operational environment, with at least 4 years spent at a senior leadership level;
• Preferred background in Financial services industry, although not essential, with exposure to remediation, complaint handling, claims processing and conduct risk reviews in Australia;
• Ability to engage, communicate and inspire confidence in leadership together with strong people management skills and experience are essential;
• Strong analytical and problem solving skills and the ability to use information to generate creative solutions to benefit the business;
• Contributes and drives continuous improvement or transformation;
• Budgeting, forecasting and planning experience.

The KPMG Difference
At KPMG, we believe diversity of thought, background and unique experience strengthens relationships and delivers meaningful benefits to our people, our clients and communities. Our people are focused on creating a diverse and dynamic environment that embraces and values differences. We value the variety of unique experiences, qualities and characteristics our people possess and we share and learn from each other. We are proud to be consistently recognised as an employer of choice for women, and for our achievements in LGBT+ workplace inclusion. Our commitment to ‘Flexibility’ allows our people to manage the changing demands of work, personal or family life.

Next steps? Please apply online by submitting your resume and cover letter. A member of the KPMG Talent Acquisition team will contact be in contact once your application has been reviewed.


KPMG Australia is part of a global network providing extensive services across a wide range of industries and sectors. Our people collaborate, share their expertise and create innovation as we partner with clients to solve complex challenges, empower change, drive disruption and growth.

Joining KPMG as Head of Operations for our Managed Services team, you will lead large-scale operations day-to-day including managing the transition in to the new engagement from the mobilisation team, as well as delivering the objectives and business case for the client. You will drive the innovative and cost effective delivery of large scale review and/ or processing activity across multiple industries including, but limited to, remediation, fee for no service, advice reviews, complaint handling, claims processing and service delivery.


Your major responsibilities will include:
• Responsible for the totality of operations resources and the logistical positioning of staff including capacity planning, resource forecasting and contingency planning;
• Determine operating models, structures and teams to deliver for existing and new engagements as well as business development pitches;
• Oversee consistency of operations approach across all members of the management team, site management, financial management, risk and controls;
• Perform operational reviews and provide recommendations on steps to improve by determining priorities for investment and delivery of continuous improvement;
• Determine decision points for client escalations on major incidents;
• Connect with other KPMG Managed Services operations across the globe to build technology and share IP to ensure the efficiency of our local operations;
• Lead, motivate and performance manage all management team and team leaders for each engagement, building appropriate succession and development plans.

How are you Extraordinary? You will ideally bring to this role -
• Minimum 8 years’ experience in an operational environment, with at least 4 years spent at a senior leadership level;
• Preferred background in Financial services industry, although not essential, with exposure to remediation, complaint handling, claims processing and conduct risk reviews in Australia;
• Ability to engage, communicate and inspire confidence in leadership together with strong people management skills and experience are essential;
• Strong analytical and problem solving skills and the ability to use information to generate creative solutions to benefit the business;
• Contributes and drives continuous improvement or transformation;
• Budgeting, forecasting and planning experience.

The KPMG Difference
At KPMG, we believe diversity of thought, background and unique experience strengthens relationships and delivers meaningful benefits to our people, our clients and communities. Our people are focused on creating a diverse and dynamic environment that embraces and values differences. We value the variety of unique experiences, qualities and characteristics our people possess and we share and learn from each other. We are proud to be consistently recognised as an employer of choice for women, and for our achievements in LGBT+ workplace inclusion. Our commitment to ‘Flexibility’ allows our people to manage the changing demands of work, personal or family life.

Next steps? Please apply online by submitting your resume and cover letter. A member of the KPMG Talent Acquisition team will contact be in contact once your application has been reviewed.

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