Nancy Santos

Quality Assurance and Operational Effectiveness

· Oversee the quality of work being produced by Delivery Centre staff and provide guidance as necessary

· Implement mechanisms to measure quality and client satisfaction through standard operating procedures, ongoing client engagement, etc.

· Monitor the service level agreements/requirements with the business and make timely adjustments as required

· Develop and ensure effective implementation and monitoring of Delivery Centre policies and processes

· Ensure the effective use of technology in the delivery of services

· Plan and monitor resource utilization to manage work volume and staffing schedules (overtime, vacation, etc.)

· Act as tier two support for the Delivery Centre to address service delivery issues arising from the engagement teams

· Drive collaboration across the team and ensure they are operating as one entity and not individually

· Support a proactive approach to work

· Implement, as well as identify, recommendations for the optimization and efficient operations of the Delivery Centre

People Management

Facilitate the performance development cycle for Delivery Center employees. This includes annual goal setting, interim and year end reviews, year-end calibration, annual pay increases and ongoing performance feedback

· Address constructive feedback from Engagement teams within Delivery Centre team and come up with an action plan to rectify

· Celebrate positive feedback with Delivery Centre Team

· Motivate Delivery Centre team to capitalize on their strengths and improve development areas

· Identify training and development needs of Delivery Centre team and work collaboratively with the Office Manager, BES Partner and KPMG Business School to escalate and address training needs

· Onboard new team members to ensure successful integration and deep understanding of relevant KPMG polices, processes and technologies