ASK Administrative Team Lead (K-JESS)

The JESS Administrative Services resources are responsible for performing various tasks in accordance with standard operating procedures provided by the Clients’ Administrative Services team.

OVERVIEW:

KPMG Jamaica has a delivery center named “Jamaica Extended Support Services (JESS)” operating from Kingston, which is contracted to provide back office support to its member firm KPMG United States (“the Client”). The Clients’ Administrative Services Team is expanding operations at JESS to support the Administrative Services process area. Team members within the delivery center work with Client’s stakeholders under a team extension model to support Client’s back-office operations.


JOB SUMMARY: 

The JESS Administrative Services resources are responsible for performing various tasks in accordance with standard operating procedures provided by the Clients’ Administrative Services team including, but not limited to customer communications, collaboration with internal KPMG teams, supporting client engagements, expense reporting and reconciliations, client and market research, time sheet entries, document processing, data analysis, PowerPoint presentations, calendar management, coordinating meetings and training events, and booking travel. 


The JESS Team Leader reports primarily to the JESS Administrative Services Manager but will also take direction from other Client team members who are accountable for supported work. The Team Leader will be responsible for managing up to 15 several direct reports (Senior Officers, Officers and Assistant Officers) aligned with the ASK/EASC Team. 


JOB RESPONSIBILITIES
Service Delivery 

• Assist with day-to-day administrative services requests, which include but are not limited to, customer communications, collaboration with internal KPMG teams, supporting client engagements, reconciliations, client and market research, document processing, data analysis, PowerPoint presentations, coordinating meetings and training events, and booking travel.
• ​Manage the efficient and effective delivery of day-to-day administrative support services in a virtual support model, which includes aspects of performance management such as attendance, balancing workloads/schedules.
• ​Monitor the achievement of operational objectives against Client criteria and contractual service levels.
• ​Gain advanced knowledge of the Clients’ policies, procedures, and applications.
• ​Contribute to and lead projects/initiatives and pilots for new services within area of accountability and in support of administrative services’ strategic objectives.
• ​Perform quality assurance review of team members’ delivery and ensure it meets Client’s expectations and deadlines.
• ​Identify and resolve operational / delivery related issues and escalate to Client stakeholders and JESS ASK Manager, as required.
• ​Provide oversight to ensure that quality standards are maintained for all processes and tasks within the scope of the KJESS ASK/EASC team.
• ​Provide and/or assist with training of new joiners on in-scope tasks, refresher training/upskilling of team members, in accordance with Client’s standard operating procedures.
• ​Work with the ASK/EASC Manager to identify and resolve operational/delivery related issues and escalate any issues or risks identified, in accordance with KJESS escalation procedures.
• ​Contribute to, encourage and support the development and evolution of process improvement through innovative ideas and develop practices for the organization to leverage process gaps, etc.
• ​Ensure standard operating procedures (SOP) documents maintained by KJESS accurately reflect the way the process is performed, updating each time a process change is administered (policy change, improvement, etc.)

• EDUCATION/EXPERIENCE
• ​Bachelor’s Degree from an accredited college/university in Business Administration of related field
• ​Five years progressive work experience within Administrative Services or a similar process
• ​At least two years managing direct reports
• ​Excellent customer service skills
  
  

Special Conditions

• Expected to work in a fast-paced team environment
• Will be working primarily in a paperless environment and expected to be using information systems for the entire workday to access data or perform activities
• May be required to work extended hours periodically or on public holidays

Only applications submitted via the job's webpage will be considered.

Please view the Job Description and APPLY HERE .

Learn more about JESS here: K-JESS Homepage 

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