北京招聘

Position Summary

PwC Business Services (Chengdu) Co., Ltd (SDC) will be operational in Chengdu on 1 July 2012. The SDC will serve PwC China. The initial size of the SDC will be 60, with the objective to grow to 400 in 3 years.

The Senior Operations manager will assist the General Manager in the efficient and effective running of the SDC. This includes but not limited to demonstrating operational leadership and overseeing the SDC’s operational planning, budget control, IT and cash and asset management functions, in order to support smooth service delivery.


Key responsibilities:

- Operational strategy and business performance
·Assist the General Manager (GM) and SDC leadership in developing and implementing the overall business strategy of the SDC.
·Overall responsibility on operations and will oversee areas including operational planning, budget control, IT and cash & asset management functions.
·Oversee the SDC’s risk and quality control process. Review and manage the SDC's client feedback process. Coordinate process improvement efforts across engagements. Ensure delivery teams are adhering to predetermined processes and quality parameters. Design and update KPI/metrics with the objective to meeting our quality agenda.
·Facilitate the implementation of process improvement programs specific to the SDC including those driven by PwC’s international quality review processes.
·Monitor, control and report the work readiness and compliance activities for the SDC.
·Monitor and manage resource utilisation. In charge of capacity planning, as well as knowledge and change management.
·Work with Service Delivery Managers to periodically evaluate and optimise service delivery with Demand Management personnel in other offices of PwC China Firm.
·Liaise with similar functions within offices of PwC China Firm and external service providers as necessary.
·Act as the key contact of regular communication with Demand Management Office


- Quality and excellence
·Monitor compliance with regulations as well as operational principles, which involves leveraging the PwC Global Network to realize full benefits and experience.
·Track SDC performance metrics and identify operational and quality process improvements to align with service delivery and business needs.
·Monitor security and compliance risks in relation to the performance of the menu of services (i.e. service activities) and be the key point of contact on security and external compliance audits.

- Leadership and People
·Be responsible for monitoring the risk and performance management, and reporting metrics within the SDC.
·Manage the teams of people that develop and support risk, security and performance improvement programs as well as the rigorous controls and execution of SDC Service Management activities.
·Be responsible for all direct reports’ coaching, performance evaluation, and role restructuring as necessary. Act as an advocate for direct reports’ continuous quality and performance improvement.

- Office Management

·Oversee all SDC support functions, including Finance, GTS (IT), Operations and Admin. Close liaison with SDC HR as necessary.
·Provide regular (at least monthly) reports on the SDC’s operational and financial performance to the GM.
·In collaboration with the SDC’s GTS function, oversee the effective deployment and management of technology solutions that support the SDC’s business operations and service delivery processes.
·Liaise with Tianfu Software Park management office and PwC China Firm Central Internal Firm Services (IFS) teams to ensure the office premises are properly serviced, necessary repairs and maintenance are promptly undertaken, so that a safe and hygienic place are ensured at all times for the SDC’s employees to work in.
·Be responsible for the SDC’s compliance with PwC code of conduct, Independence requirement and SDC policy and procedures.
·Regular review and monitor office administrative process and procedures ensure SDC is running up to standard.

Requirements:

·University degree from a recognised tertiary institute.
·Minimum 8 years’ operational experiences, in a BPO or similar industry of which 5 years in a senior management role.
·Proven experience in financial planning & analysis, and overseeing admin, information technology and legal matters are required.
·Project experience in organizational development, personnel management, budget and resource development, 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 strong at multi-task in a fast-moving environment, while also driving toward clarity and solutions. Demonstrated resourcefulness in setting priorities and guiding investment in people and systems.
·Able to play a lead role in creating a work environment consistent with PwC’s values on people attraction, retention and development.
·Competent in understanding and analysing financial information to assist the GM in key financial and operational decision-making and policy development areas.
·Strong written and verbal communication skills in both Chinese and English.
·Comfortable working and communicating with team members at all levels including the SDC leadership team, senior management of PwC China Firm, and global SDC.

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