北京招聘

PwC China Service Delivery Centre (SDC) will be operational in Chengdu on 1 July 2012. The centre will serve PwC China. The initial size of the centre will be 60, with the objective to grow to 400 in 3 years.

The Service Delivery Manager (SDM) will provide leadership and directional oversight for the efficient and effective delivery of defined services through the management of the Team Leaders who lead the delivery teams across various activities.

We are looking for a number of Senior Managers to fill the roles of Service Delivery Managers. Those with significant experience in the delivery of accounting/BPO-type services will be considered first. The candidate should be a lateral thinker and have the ability to effectively coach staff and develop a team.

The SDM will also act as the key point of contact or liaison for the assigned regions. The SDM will drive an understanding of delivery capability throughout their regional liaisons and delivery teams with specific responsibility for:

• Monitor volume of work in the pipeline and coordinate the allocation of work received from assigned regions to the Team Leaders across the service delivery teams.
• Monitor quality of services delivered.
• Provide direction and ensure compliance with regional risk and regulatory requirements.
• Shape and refine people model and capabilities.

The SDM will also need to be able to challenge the existing processes and develop more effective alternative solutions.

Responsibilities:

- Operational strategy and business performance

• Accountable for ensuring the implementation of best practices across teams and coordinating with the other SDMs.Operational strategy and business performance
• Manages the importance of meeting customer (assigned regions') requirements including statutory and regulatory matters.
• Assists Team Leaders in their career development, performance management, and competency development.
• As a member of the SDC leadership team, drives key initiatives among the Team Leaders and Analyst level staff.
• Ensures the implementation and optimisation of standard operating procedures and engagement operation procedures to ensure the optimal functioning and delivery within the centre.
• Applies a proven background of success and robust delivery to the centre and is seen as a specialist in service delivery.
• Applies knowledge to deliver optimised work products with recognised expertise in processes.

- Quality and Excellence

• Ensures consistency, quality, and customer satisfaction for the services delivered specific to their assigned regions. This includes conveying to staff teams across the group the quality, risk and regulatory objectives for the processes being delivered. Quality and Excellence
• Will manage account relationships and represent the voice of the customer (the designated region) to ensure satisfaction and quality in providing services.
• Shares and implements best practices across the teams by communicating the importance of meeting customer requirements including statutory and regulatory requirements.
• Is aware of the SDCs security policy, procedures and guidelines.
• Demonstrates and promotes professional standards and PwC Behaviours.

- Leadership and People

• Takes active interest in coaching assigned Team Leaders in their career and skill development.
• Assists and encourages Team Leaders to drive coaching programmes for their assigned team of Analysts.
• Takes responsibility for development of own learning as well as other staff learning to enhance the SDC's performance. Leadership and People
• Applies learning from experience and communicates effectively through active listening, empathy and methods to enhance quality of delivery across the team and other audiences.
• Applies knowledge to deliver optimised work products with recognised expertise in processes and shares this knowledge across the centre.

Requirements:

• Bachelor degree in Accounting, Commerce and/or Business preferred
• Professional accounting certification such as CPA or equivalent is a plus
• At least 10 - 12 years of experience in accounting and analysis work with the latest 2 years as Senior Manager
• Experiences from a Big 4 or local CPA firm will be preferred
• Prior BPO centre experience will also be preferred
• Understanding of accounting, business concepts and regulatory requirements
• Good understanding of corporate financial statements
• Demonstrate self-motivation and a desire to take responsibility for personal growth and development
• Commit to continuous training and to proactively learn new processes
• Superior working knowledge of Microsoft Office Suite (in particular Excel and Word) and Adobe Acrobat
• Effective written and verbal communication skills in Chinese and English
• Should have significant capability in effectively communicating with team members at all levels including senior management
• Strong and significant ability to coach subordinates in the development of their career and skills
• Be a strong lateral thinker and comfortable in leading and guiding team members as necessary
  
  

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