Director : Workforce Management Leader (KDN)

Job Title: Director : WFM Leader
KDN Job Level: Director
Reports to (Job Title): Head of KDN Global Delivery Leader
Location: Gurgaon 

About KPMG Delivery Network (KDN)

The world of global advisory, audit and tax compliance services for large multi-nationals is rapidly changing and heavily
dependent on technology.
KPMG Delivery Network (KDN) is a global organization that supports KPMG member firms in delivering global priority solutions to
their clients across a number of different industries.
You’ll be a part of the KPMG family working alongside some of our profession’s most skilled practitioners on rewarding programs
and initiatives that are changing
the way business operates, delivering value to KPMG’s clients, and driving positive change in the communities we serve.
You’ll be assisting KDN to accelerate new ways of working, using cutting-edge technology and working together with our member
firms located in nearly 150
countries to help us achieve our ambition to be the most trusted and trustworthy professional services firm.

Strategic Workforce Planning & Transformation
•Setup Green-field WFM function in KDN
Develop methodologies, build/buy technology and team
Define Target operating model and ways of working with Functions, Delivery and central support functions (HR. Tech, Fin)
•Develop and implement global WFM strategies aligned with KDN’s business objectives.
•Build towards a Global KDN Talent market-place
•Long-term strategic planning, to influence location strategy, talent mobility and fungibility
 

Demand Forecasting & Capacity Planning
•Medium-range Planning. Centralize and standardize medium range planning,
Collate forecast from Functions, and refine applying trends based on insights (seasonality, business)
•Capacity planning, recruitment – Centralize hiring and function as a ‘clearing-house’, hire right skill-time (using models),
Build capacity plans based on unit productivity, ramp and learning curves and utilization patterns
Collaborate with Talent Acquisition and Delivery teams to address resource needs.
•Oversee short-range scheduling, staffing, and resource allocation to meet SLAs and business requirements.
•Optimize Utilization. Tactically (seasonality), identify and smooth utilization imbalances
Identify capacity gaps and develop mitigation strategies.
 

Real-time planning
•Ensure TAT and work adherence. Monitor and generate reports, flag and alert delivery to exceptions
•Operational Insight & Excellence
Monitor KPIs such as utilization, productivity, and cost per FTE.
•Drive continuous improvement in WFM processes and methodologies.
 

Technology & Tools
•Implement new tools and technologies to enhance workforce analytics and reporting.
 

Stakeholder Engagement
Leadership & Team Development
•Build and lead a high-performing WFM team across geographies.
•Foster a culture of collaboration, innovation, and accountability.
•Mentor and coach team members for career growth and performance excellence.

Leadership, Team and Stakeholder Management:
Stakeholder management
•Maintain strong connections with Functions, Delivery (center leads, hiring managers). and Central functions like HR (skillinventory, recruitment), Finance (hiring, productivity) and IT (tool, reports) to ensure seamless service delivery andalignment with overall business objectives
•Manage client experience, escalations and resolve issues effectively to evangelize WFM usage
•Proactively identify opportunities to expand service offerings and enhance client value
•Ensure coherence between demand and supply across delivery centers.
 

Team management
•Lead and manage the team of WFMl professionals, providing guidance, mentorship, and performance management
•Develop and implement strategies to enhance team performance, productivity, and engagement
•Hire and upskill team members to be tech savvy professionals that are constantly automating roles and propelling theirservice up the value chain.
•Foster a collaborative and supportive work environment
•Develop and implement strategies to foster a culture of inclusivity and belonging, ensuring all team members feel valuedand supported
•Prioritize employee wellbeing by promoting a healthy work-life balance and providing access to resources and supportprograms
•Champion KPMG's commitment to Corporate Social Responsibility (CSR) by integrating sustainable practices and initiativesinto team operations
 

Service Delivery: Performance & Financials
•Oversee the KDN-India team’s delivery of Tax & Legal solutions to clients, ensuring adherence to KPMG quality standardsand leading practices
•Manage project timelines, budgets, and resources effectively
•Proactively identify and mitigate risks associated with service delivery
•Accountable for the financial performance of the delivery center’s solutions, ensuring engagements are fully recovering theircosts, resources are charging their time, engagement WIPs are managed properly, and work performed is billed/collected ina timely manner.
•Oversee lending/borrowing of resources with KPMG’s domestic US/UK delivery entity in India to optimize performance
 

Innovation and Improvement:
•Drive a culture of “Digital 1st”, continuously seeking opportunities to improve service delivery processes through the leverageof technology and automation
•Stay abreast of industry trends and leading practices, implementing relevant innovations within the team
Compliance and Risk Management:
•Ensure compliance with all relevant KPMG policies, procedures, and regulatory requirements
•Proactively identify and manage risks associated with services
•Implement appropriate controls to mitigate risks and ensure data security

Global citizen, ability to thrive in a matrix organization
•Self-driven, comfortable dealing with and resolving ambiguity
Given the role will need a green-field setup, the leader will need the skills and resilience to deal with and resolve ambiguity
•Deep Industry Experience, thought leader
Understands statistical models, technology tools and platforms, the theory and practice
Preferably with experience in both Third-party commercial and GCC captive models
•Commercially savvy, with executive business acumen
Demonstrate value, evangelize to widen and depth of the function
•Client centric, proactive and problem solving. Resources work directly with end clients, and a strong culture of clientcentric acumen is essential.
•Steep-learning curve, Innovative and Digital 1st: The future is GenAI enabled delivery, the leader should drive thetechnology transformation and process innovation into everything that it does.