Administrative Services Senior Manager

The Senior Manager plays a fundamental role in contributing to the success of the service model by developing and managing the program which delivers ad-hoc services that span multiple disciplines.

OVERVIEW:

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

KJESS has formed a Service Delivery Hub to support the Client on a non-dedicated basis related to project support, short-term assignments, and data and analytics development among other dynamic needs which may occur periodically. Primary support will be for teams in the Administrative Services function. 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 Senior Manager plays a fundamental role in contributing to the success of the service model by developing and managing the program which delivers ad-hoc services that span multiple disciplines. This includes managing resources, schedules, challenges, risks, and change requests while adhering to the overall governing model for the services and ensuring cultural affinity within the broader KJESS organization.  The successful candidate will ensure on-time, on-budget, high-quality service delivery while contributing to process improvement initiatives as it relates to improving the functional model of this vertical.  The Senior Manager will be passionate about developing team members and building rapport with the client community to ensure the continuity of work.

JOB RESPONSIBILITIES

• Develop the service model for this vertical by translating client demand opportunities into a delivery model built based on long-term success

• Design and implement governance processes to effectively monitor and report on collective operating metrics of this vertical

• Develop a hiring roadmap and job descriptions for each member of your team in partnership with the KJESS recruitment team and support the recruitment process by participating in interviews and ensuring the appropriate level of skill requirements are sourced in support of the delivery model

• Develop a communications strategy and content to build awareness of Service Delivery Hub within the client community

• Create a point in time survey to evaluate the closure of each assignment based on client satisfaction and opportunities for improvements

• 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 to help advance, implement, and achieve objectives and desired outcomes

• Work with AOE Leadership and peers, leading and actively participating in time-sensitive projects to advance the AOE strategy; collaborate with other managers to share best practices related to service delivery, team leadership, and reporting in addition to improving workflow

• 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; build strong relationships with the team to promote growth and provide direct feedback to support high performance

• 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

• Responsible for total program performance including service delivery execution, business goals, and client relationships

• Assume responsibility for meeting and managing client expectations within the budgetary and resource constraints of the organization

• Continually build the service model by promoting the Service Delivery Hub within the client community as well as internally at KJESS to garner support by identifying opportunities within the standard delivery model

• Monitoring the development and achievement of operational objectives and service level agreements

• Serve as a development coach while providing direction and leadership to the assigned resources (direct and indirect).

EDUCATION/EXPERIENCE

• Bachelor’s degree from an accredited college/university, a graduate degree is a plus

• Minimum of ten (10) years’ relevant work experience with a minimum of seven (7) years of demonstrated people management experience

• Experience in operations, sales or marketing, shared services, business process outsourcing, or customer service support, preferably within a professional services firm or similar environment

• Experience in the management of Profit and Loss

• Ability to positively influence, mentor, and be a credible source of knowledge to less experienced team members

• Project Management (PMP) / Process efficiency certification (Lean Six Sigma, Kaizen) is a plus

• Proficient in Microsoft Office Suite applications including Word, Excel, PowerPoint, and Outlook

COMPETENCIES

• Communication – Deliver clear, effective communication and take responsibility for understanding others

• Customer Service - Demonstrate a commitment to public service, serving internal and external customers while holding oneself accountable for quality outcomes

• Collaboration & Teamwork - Work cooperatively with others, inside and outside the organization, to accomplish objectives. Build and maintain mutually beneficial partnerships while leveraging information and achieving results

• Stakeholder Management - Build strong professional relationships while influencing others at all levels across the organization

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

• Drive Quality - Develop and monitor processes and organize resources to achieve desired results

• Strategic Thinking- Supports organizational goals and objectives in accordance with strategic and/or operations plans.

•  Influence and Negotiation - Uses persuasion to gain the support and cooperation from stakeholders, superiors, colleagues, subordinates and other parties to achieve a desired course of action consistent with the organization’s strategic goals and objectives.

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.

​© 2025 KPMG, a Jamaican partnership, and a member firm of the KPMG global organization of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved

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Learn more about JESS here: K-JESS Homepage