Senior Consultant - Financial Services, Customer & Operations

KPMG Australia; Council of the City of Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

A leading consultancy firm is seeking a Senior Consultant to join their Customer and Operations Advisory team in Sydney. The role involves managing client projects with a focus on customer centricity and operational improvements. Ideal candidates will have strong problem-solving skills, knowledge of continuous improvement methodologies, and the ability to guide teams effectively. The firm offers a variety of benefits, including flexible working arrangements.

Benefits

Flexible hours and locations

Generous paid parental leave

Salary packaging options

Retail discounts

Health and wellbeing initiatives

Qualifications

• Ability to apply structured thinking and analysis to complex problems.
• Experience in Human Centered Design and Lean methodologies.
• Ability to translate business needs into operational requirements.
• Experience in process automation design and deployment.
• Understanding of customer journeys and personas.
• Experience with design thinking.
• Understanding of CRM tools and customer analytics.
• Strong written and verbal communication skills.

Responsibilities

• Deliver large-scale transformation programs in Banking or Financial Services.
• Coach and mentor staff in project delivery.
• Apply technical knowledge to solve client problems.
• Collaborate with national teams across offices.

Skills

Structured thinking and analysis

Continuous improvement methodologies

Process and operational design

CRM tools and customer analytics

Problem solving

Advanced analytical skills

Education

Tertiary qualification

Job description

Overview

Our Customer and Operations Advisory team continues to grow, assisting leading organisations across Financial Services driving sustainable improvements across their business.

Working with KPMG you will consult on client projects, translating business and customer needs into target operating models, operational requirements and working processes. You will identify changes and recommend solutions that will typically involve a combination of customer centricity, process and value stream analysis, operational management, continuous improvement, organisational change and digital transformation outcomes leading to innovative operations.

Join our team of highly talented and experienced professionals, with access to powerful KPMG methodologies and global resources.

Your Opportunity

As a Senior Consultant in our Customer and Operations team, you’ll be looking to build on your management consulting experience and to gain exposure to new and more complex challenges. Your role will see you take ownership of your own activity streams within projects. You’ll apply your strategic problem solving, data analysis, report writing and project management skills to help solve complex client problems. You’ll hone your client relationship skills, harnessing your truly customer centric approach and passion for achieving great results for your client.

Responsibilities

• Experience in the delivery of large-scale transformation programs integrating business and technology to deliver business value in the Banking sector or Financial Services sector
• Coaching others in projects, and mentoring staff as they grow their capabilities, careers and client service impact
• Proven ability to apply technical knowledge into solving problems for banking clients
• Showing initiative and capability to work closely with clients with limited requirement for direction on delivery/technical matters on complex projects
• Collaborating with the national team across multiple different offices

How are you Extraordinary?

At KPMG, we believe diversity of thought, background and unique experience strengthens relationships and delivers meaningful benefits to our people, our clients and communities. To be considered for this opportunity, your qualifications, skills and experience should include:

Qualifications

• Demonstrated ability to apply structured thinking and analysis techniques to complex and ambiguous problems
• Experience or exposure to the practical application of continuous improvement methodologies such as Human Centered Design, Lean, Six Sigma, TPS, Systems Thinking, TQM or MOS
• Proven ability to translate business and customer needs into best practice process and operational design requirements, with experience in implementing the designs within core and enabling processes
• Experience in design or deployment of process automation to support improvements in efficiency, effectiveness or service is desirable
• An understanding of the concepts of customer journeys and personas and how they play into creating innovative, market leading experiences
• Experience in the use of design thinking as well as structured thinking to develop creative ideas for implementation
• An understanding of CRM tools, customer analytics and/or other data management to drive insights for customer management strategies and improvement initiatives
• Highly developed written and verbal communication skill
• Have experience in structured problem solving and advanced analytical skills
• Experience undertaking business requirement analysis
• Understanding or exposure to Target Operating Model design and delivery is desirable

A supporting tertiary qualification is highly advantageous.

Additional Information

KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth.

Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who’ve got your back. You’ll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.

At KPMG, you’ll take control over how you work. We’re embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.

Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact the Talent Attraction Support Team.

At KPMG every career is different, and we look forward to seeing how you grow with us.