A career within Operations Strategy services, will provide you with the opportunity to help organisations reimagine their operations through a strategic lens to turn complexity into a competitive advantage. Our focus is to help our clients create differentiating capabilities that drive competitive advantages by developing plans to navigate their challenges, seeing what’s possible, and turning that into a reality. We assist our clients in transforming operations from the way they engage their customers to executing strategic programmes to achieve enterprise wide operational excellence.

The Business Services Operations Manager will assist the Business Services Operations Leader in the efficient running of Business Services by providing delivery and client service leadership. The Business Services Operations Manager will also work closely with the Business Services Leader to engage with user territories, bring new territories into the Center and to consider, develop and implement new services.

You Will Provide Leadership To The Center With Overall Responsibility For The Delivery Of Business Services, Your Work Will Focus On

Operational strategy and business performance

• In collaboration with the Business Services Operations Leader and Managers, support Business Services in terms of managing volumes/resource capacity, coordinating quality and process improvement efforts across engagements and ensure delivery teams are adhering to predetermined processes, quality and service level agreements.
• Interact with the Business Services Leader and Operations Leader to assist in the development and successful implementation of Business Services’ overall goals and strategy. This will be critically important in terms of capacity planning with user territories for new services onboarded.
• Collaborate within the Center and with user territory stakeholders to identify opportunities for new or expanded services. Oversee the development and implementation of such services in a manner that emphasises quality and customer value.
• With support from the Supervisors and Managers, create and monitor resource utilisation, productivity and capacity plan including leave planning and attendance management.
• Facilitate the implementation of any process improvement programs.
• Create operational reports with insights and analysis that help inform and create effective business decisions.
• Manage relationships with key user territory stakeholders and PMOs and address escalations that will result in a meaningful and valuable work experience.
• Collaborate with other functional leaders for operational opportunities and issues.

Quality and excellence

• Champion service delivery excellence across all teams by collaborating with the Q&C team in driving quality standards and protocols. This includes compliance with regulations as well as operational principles. It also involves leveraging the PwC Global Network to realise the full benefits and experience.
• Track Business Services performance metrics and recommend changes in the operational and quality process in alignment with client service and business needs.
• Monitor security and compliance risks in relation to the performance of the menu of services (ie service activities).

Leadership and people

• Provide inspired and proactive leadership and promote a culture that encourages top performance and high morale.
• Is the advocate of continuous quality and performance improvement.
• Is responsible for monitoring Business Services performance management and reporting metrics
• Be responsible for all direct reports including their coaching, performance evaluation, and the restructuring of roles as necessary.
• Acts as a mentor and coach to key developing talents and future leaders
• Undergraduate degree or above from a recognised tertiary institute relevant to a Business Services management position
• Must have a minimum of 8 years of strong operational and client delivery experience and have worked in operations management roles relating to Business Services and/or other LoS typically offered by an international accounting firm, in an MNC’s shared services centre or in BPO.
• A mix of delivery center experience is preferred.
• Demonstrated client service experience in engaging with stakeholders
• Skills should include client service management, demand and capacity planning, business development, coaching and personnel management and strategic planning.
• Excellent people skills, with an ability to partner with a dynamic leadership team.
• Personal qualities of integrity, credibility, and commitment to PwC’s values and code of professional conduct.
• Flexible and able to multitask – can work within a fast moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities and guiding investment in people and systems.
• Play a leading role in creating a work environment consistent with PwC values on people and one that assists in the attraction, retention and development of appropriate human capital.

Technical Skills

• Competency in understanding quality and risk management principles and requirements as they relate to an international accounting firm, MNC’s shared services center or in BPO.
• Competency in understanding the nature and delivery of Business Services or other business process outsourcing services typically delivered by an international accounting firm or in an MNC’s shared services center.
• The Business Services Operations Manager must have strong written and verbal communication skills and must be fluent in English.
• Should be comfortable working and communicating with team members at all levels including senior management and the AC Board, as well as all levels within the territories that the AC supports, or may support in the future

Other Capabilities

• The Business Services Operations Manager must have strong written and verbal communication skills and must be fluent in English.
• Should be comfortable working and communicating with team members at all levels including senior management and the AC Board, as well as all levels within the territories that the AC supports, or may support in the future

Degrees/Field Of Study Required

Degrees/Field of Study preferred: Bachelor Degree – Business Administration/Management