Admin Services Manager

he Manager will report achievements to the Associate Director and will be proficient in daily processes to lead quality reviews and support training. The Manager will also develop, coordinate, implement, and evaluate quality and training processes, and lead continuous improvement initiatives.

OVERVIEW:

KPMG Jamaica has a delivery center named “Jamaica Extended Support Services (JESS)” operating from Kingston, which is contracted to provide support to its member firm KPMG United States (“the Client”).

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, reconciliations, client and market research, document processing, data analysis, PowerPoint presentations, coordinating meetings and training events, and booking travel. Team members interact with customers at the highest level within the organization.

JOB SUMMARY:

The JESS Manager, Administrative Services leads junior team members and manages direct and indirect reports, ensuring adherence to standard procedures and timely, high-quality deliverables. They report to the JESS Associate Director and collaborate with Client team members. Responsibilities include training, quality reviews, fostering trust-based relationships, and continuous improvement initiatives. Effective communication and team management skills are essential.

JOB RESPONSIBILITIES

— Oversee daily activities of Administrative Services team members, manage assignments, workload, and training schedules to respond to client needs and ensure excellent quality and service delivery.

— Build and foster trust-based relationships with internal clients, including the team, peers and leaders, as well as key Administrative and Office Experience (AOE) client team members, acting as a trusted business advisor.

— Coach, lead, and motivate the team to meet and/or exceed performance targets, while consistently seeking ways to advance team capabilities and performance; promote a teaming culture with shared goals and responsibilities; leverage strengths, specialized skills and diverse perspectives to help create a high-performing team.

— Work with team members to navigate and solve day-to-day problems related to services, technology, relationships, or other issues, including collaborating with HR, IT, and other internal teams/resources, as appropriate.

— Create and/or review ad hoc reports to support internal and Client requirements. Understand and monitor AOE reports and other data to effectively manage volumes, assignments, overtime, productivity, customer satisfaction, and other key performance indicators for the

team

— Ensure standard operating procedures (SOP) documents maintained by JESS accurately reflect the way the processes are performed, updating each time a process change is administered (policy change, improvement, etc.)

EDUCATION/EXPERIENCE

— Bachelor’s degree in business or related field from an accredited college/university

— Seven or more years of progressive and relevant work experience in a business environment. Experience within Administrative Services is preferred.

— Experienced and strong people leader; inclusive, approachable and team oriented. 5 years’ experience managing direct reports is required.

— Project management experience, working on multiple, complex, multi-dimensional projects to varied stakeholders (required)

— Knowledge of quality management processes, best practices, such as Lean Six Sigma, Kaizen (desired)

COMPETENCIES

— People and Performance Management – Develops and implements strategies that optimize individual performance within the organization.

— Data Gathering and Analysis- Seeks or collects and synthesizes information from a variety of stakeholders and sources in an objective, unbiased manner to reach a conclusion, goal, or judgment, and to enable strategic and leadership decision making.

— Project Management - Creates and maintains an environment that guides a project to its successful completion.

— Technical Writing - Prepares written documentation to transfer technical information about concepts, situations, products, services, or results to audiences with varying levels of technical knowledge.

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.

Is this job for you?

If YES, please view the Job Description and APPLY on our job webpage immediately below:

Admin Services Manager APPLY HERE.

Learn more about JESS here: K-JESS Homepage    

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