Senior Director, eCAO Lead

Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it's no wonder we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Seramount, Fair360 and others. If you're as passionate about your future as we are, join our team.

KPMG is currently seeking a Senior Director, eCAO Lead to join our Operations organization.

Responsibilities:

• Provide comprehensive oversight and leadership for the eCAO team members, ensuring alignment with organizational goals, and fostering a collaborative and high-performing environment
• Identify and implement process improvements across eCAO operations; leveraging AI and other innovative technologies to streamline workflows and increase overall efficiency; identifying and implementing changes to the eCAO's scope and processes based on the maturity of the eCAO and business need
• Develop and execute continuous training programs for the eCAO team to ensure skill enhancement, adoption of best practices, and proficiency in new technologies and processes
• Design, conduct, and analyze surveys of participants to gather feedback, identify areas for improvement, and ensure high levels of satisfaction
• Collaborate with relevant teams to drive and implement enhancements within the ServiceNow platform to optimize eCAO-related processes and functionalities
• Manage the relationship, contract and configuration of third party

Qualifications:

• Minimum fifteen years related work experience in client service delivery, sales execution, or operations
• Bachelor's degree from an accredited college/university
• Deep understanding of the KPMG Value Chain process and technology, from opportunity identification through engagement close
• Possess a proactive and analytical mindset with a proven ability to identify, address, and resolve complex issues
• Experience working with Firm technology teams on system enhancements or a background in developing user requirements and conducting user acceptance testing (UAT)
• Highly organized with a strong ability to manage multiple priorities, projects, and deadlines effectively
• Ability to communicate detailed information, instructions, and feedback clearly and effectively to the team; excellent ability to summarize complex information and present it concisely to Firm leadership