Job Description
Job Description
This role is with Managed Services which is a pivotal component in KPMG's Global Advisory growth strategy. We offer
an opportunity to lead the premium end of the managed services market through our human capabilities, stand-out technology-enabled facility, insights, operational excellence, and strategic alliances.
This role will lead the Performance Enablement function that provides methodology and tools, across QA/QC, Training & Knowledge Management, Reporting & Analytics, and PMO for client engagements.
Deliver Quality (QA/QC), Training & Knowledge Management, Reporting & Analytics, and PMO work products across complex engagements.
Leads through influence, sets standards, and coaches peers/managers while owning high-impact deliverables end-to-end.
Partner with delivery leads and client stakeholders to drive quality, predictability, and continuous improvement across a portfolio of programs.
Responsibilities
The job responsibilities include:
Strategy, governance, and operating model
Define and maintain overarching methodology, tools, templates, and leading practices; ensure adoption across engagements.
Establish governance rhythms (cadence, KPIs, reporting pack) and oversee a portfolio of programs, budgets, risks, and resourcing.
Drive GTM support collateral and thought leadership; contribute to proposals and solution design.
Quality
Set the Quality strategy and statistical sampling approach; align with delivery teams on quality definitions, fatal/non-fatal error
taxonomy, and SLAs
Design the quality measurement framework and calibrations; perform periodic audits and ensure consistency across
transaction types
Run calibrations with delivery teams; publish scorecards; flag associates of concern and support remediation plans.
Maintain QA documentation, SOPs, and audit trails.
Training / Knowledge Management
Own the knowledge management strategy; ensure a coherent curriculum and content lifecycle (create, review, update, retire).
Spearhead training programs (in-person, virtual, self-serve/on-demand) including job-shadowing and reverse-shadowing.
Set effectiveness measures (adoption, assessment outcomes, time-to-proficiency) and drive continuous improvement with delivery
leads.
Reporting & Analytics
Translate business and client requirements into standardized reporting architecture and dashboards for both client-facing and internal
performance.
Ensure data quality, lineage, and SLA-backed reporting; lead development of predictive/prescriptive analytics to inform proactive
interventions.
Liaise with client teams to validate insights, prioritize analytics use cases, and embed decision-support into operations.
PMO (Program/Project Management Office)
Provide PMO oversight, ensuring scope alignment, timelines, deliverables, and change control across programs.
Publish portfolio-level updates and ad-hoc reports; facilitate executive reviews; proactively identify and mitigate risks.
Align cross-functional teams and stakeholders; escalate roadblocks and drive decisions.
#KGS
Qualifications
Graduation / Post Graduation
Certifications preferred: PMP/Prince2, Lean Six Sigma Black Belt; data/BI certifications a plus.
Work experience
1014+ years across operations excellence, PMO, quality, analytics, and/or transformation in Managed Services / Consulting
environments.
5+ years leading high-visibility transformation initiatives; proven stakeholder management with senior audience internal/external.
Deep subject matter expertise in QC sampling, dashboarding, knowledge management, and portfolio/reporting governance.
Ability to develop & recommend best-in-class practices for KM, QA/QC and portfolio/reporting governance
Strong business communication, stakeholder management, and executive-ready storytelling
