We are looking for a Manager to join our Client Services Team which oversees the provision of our Welcome, Catering & Hospitality and Call Services across the UK. This role is London based with a national remit. You will contribute towards the day to day operational strategy and oversight of Client Services across all our UK offices.
Client Services is constantly evolving to reflect the firm’s changing requirements, ensuring that value is always provided. We have a clear aim of ensuring PwC is seen as the best hybrid working environment through the provision of cost effective, people led and tech enabled leading edge client services in our offices. This includes improving the quality of data used and utilising it to measure the effectiveness of our service provision, which is based on occupancy levels in our offices as a result of The Deal.
The post holder will be required to work with our service partners to drive operational effectiveness to enhance the services that Client Services offer. This includes providing advice and support to our service partners, strategic planning, service definition (including recommendations for changes to policies), training and operational support. They will have an active role working with our Workplace and Executive Support communities to identify where we have friction and opportunities within our services in order to maintain a constant service development plan.
Reporting to the Head of Client Services and the Client Services Quality and Engagement Lead you will play an active role in ensuring the Financial Management of the Client Services budget. This opportunity has arisen as a result of the volume of diverse projects that will be going on over the next few years in Infrastructure, Workplace & Secretarial (IWS) as a result of hybrid working. We therefore have a need for a Manager with an operational delivery background to support Client Services through this change. The individual will play a key role in identifying opportunities and ensuring the operational delivery of our services across the business are at the level we expect to meet demand. This position provides a great opportunity for somebody looking for a truly diverse role which will continue to evolve and change shape over time.
Key responsibilities include:
Working closely with the IWS Data Analytics team to analyse and understand the way that we capture data and explore the value of this from an operational perspective in order to enhance efficiency. Identify and implement opportunities for continuous improvement on a day to day basis.
Ensure Client Services & One Team ethos and best practices are being applied across all services and workplaces, providing support for Workplace Operations Managers, service owners and service partners as required whilst understanding the interdependencies between service areas when analysing performance. Contribute to the roll out of policies & standards for Client Services
Explore and enhance how the Client services team engage with their clients & key stakeholders. Work closely with PwC internal communications to ensure messages are delivered on brand and that the Firm’s engagement tools (e.g. Currents) are used to develop engagement strategies promoting key services and their benefits
Create and maintain effective relationships with the Workplace Operations Management and Executive Support communities, keeping them informed of operational advancements in Client Services, and being a contact for operational queries and issues that can not be solved at site level
Build effective relationships with suppliers to enhance operational service delivery to the UK Firm by contributing to regular review meetings. They will be required to engage with a wide range of stakeholders at all levels to shape ideas and recommendations and play an active role in ensuring consistency and effective management of the KPI process, attending and chairing meetings at each site on a quarterly basis
Keep up to date with market developments in Workplace, real estate and hospitality management and adapt solutions for PwC where appropriate
Essential skills & Experience:
An experienced manager with customer service and project management experience
Experience in customer engagement and supplier management
Be confident with change management processes and tools. The individual must be able to clearly and concisely devise and present new services/ways of working, to influence the decision making process. They must be able to successfully implement such proposals
Ability to develop and maintain relationships at a senior level, as well as coaching and motivating staff and suppliers
Ability to compose concise and comprehensive reports and presentations
Financial and commercial awareness; understanding requirements of financial reporting, management and budgetary cycles.
Strong analytical and organisational skills
Proactive approach to problem solving and delivering client solutions
High level of lateral thinking skills and experience to be able to make decisions at a senior level
Understanding of contract management – people, governance, contractual requirement etc
Demonstrates a strong understanding and passion of technology and innovation and how this can act as an enabler to enhance customer experiences
Demonstrates innovative thinking
Additional information