Business Administration Hub Team Lead

PwC Ireland; Dublin; On-site; EUR 70,000 - 90,000; Full time

Job summary

PwC Ireland is seeking a Senior Associate to lead the Business Administration function within Internal Firm Services in Dublin. You will oversee a team of approximately 25 Administrators and coach 8–9 coachees, guiding performance, wellbeing and development.

You’ll collaborate with the BA Manager and stakeholders to optimise workloads, drive continuous improvement, and champion new ways of working including AI-enabled solutions. The role offers strategic impact and a collaborative culture.

Qualifications

• Experience in a team leadership or management role.
• Proven ability to lead, coach and develop people.
• Experience in shared services, operational support or service delivery.
• Strong stakeholder management across all levels of the organisation.
• Ability to manage competing priorities and deliver results.
• Strong problem-solving and organisational skills.
• Experience identifying opportunities for process improvement.
• Interest in innovation, technology and AI to improve service delivery.
• Excellent communication and collaboration skills.
• Customer service mindset with commitment to high-quality service.
• Ownership, accountability and change management能力.

Responsibilities

• Lead day-to-day delivery for a team of ~25 Business Administrators ensuring high-quality, customer-focused service.
• Coach and develop 8–9 coachees with goal setting and performance reviews.
• Promote open culture and collaboration across the team.
• Contribute to strategic priorities as part of Business Administration Management Team.
• Coordinate with BA Manager and other leaders on workloads, priorities and capacity.
• Optimise resource deployment across the hub.
• Oversee ServiceNow queues and support director/business requests.
• Identify opportunities to improve efficiency via processes and AI-enabled solutions.
• Drive continuous improvement and new ways of working.
• Liaise with stakeholders to deliver high-quality support services.
• Own a Business Administration pillar (e.g., Innovation, Learning & Development).
• Support onboarding of new admins and knowledge transfer.
• Review training needs with BA Manager and Learning & Development teams.
• Manage holidays and cover for business continuity.
• Attend stand-ups and team meetings; escalate issues as needed.
• Ensure exceptional stakeholder experience during transformation.

Skills

Team leadership

Coaching

Stakeholder management

Problem solving

Organisational skills

Process improvement

Innovation

Communication

Customer service

Adaptability

Tools

ServiceNow

Job description

Specialism IFS - Internal Firm Services - Other

Job Description & Summary

Why Join PwC Ireland? At PwC Ireland, you’ll be part of a purpose-driven organisation dedicated to building trust in society and solving our clients’ most complex challenges. Here, diverse teams collaborate across sectors and geographies to deliver innovative solutions that make a real difference. We invest in your growth through continuous learning, leadership development, and access to cutting-edge technology, empowering you to shape your career and impact the future of business and society.

What you will do

• Provide day-to-day leadership and oversight for a team of approximately 25 Business Administrators, ensuring the delivery of a consistent, high- quality and customer-focused service.
• Act as coach to an allocation of approximately 8-9 coachees , including goal setting, regular coaching and feedback, performance reviews, wellbeing support and participation in the year-end review process.
• Promote an open-door culture that supports collaboration, wellbeing, development and high performance across the team.
• Serve as a key member of the Business Administration Management Team, contributing to strategic priorities, operational decision- making and continuous improvement initiatives.
• Work closely with the BA Manager, fellow Team Leaders and Task Allocators to manage workloads, priorities, resource allocation and capacity planning, ensuring service levels and deadlines are achieved.
• Work collaboratively with other Team Leaders to optimise utilisation and resource deployment across the Business Administration Hub during both busy and quieter periods.
• Oversee ServiceNow ticket queues and support the efficient delivery of Director and business requests, ensuring work is managed effectively and service standards are maintained .
• Monitor service delivery, ServiceNow activity, BA dashboard insights and operational trends, identifying opportunities to enhance efficiency, quality and consistency through process improvements, automation and AI-enabled solutions.
• Drive continuous improvement initiatives, embracing and championing innovative ways of working and technologies that enhance service delivery and streamline processes.
• Liaise with Lines of Service stakeholders to understand requirements, manage expectations and ensure a high-quality support service is delivered.
• Take ownership of a Business Administration community pillar, such as Innovation & Collaboration, Learning & Development, or Performance & Impact.
• Support the onboarding and integration of new Business Administrators, including buddy allocation, knowledge transfer and ongoing development.
• Review training and development needs across the team, working closely with the BA Manager, Team Leaders and Learning & Development teams to develop effective learning solutions.
• Manage holiday requests, act as a point of contact for sick leave matters and ensure appropriate cover arrangements are in place to support business continuity.
• Attend daily stand-up meetings and regular team meetings; promote knowledge sharing, collaboration and best practice across the Business Administration Hub; and act as a point of escalation for Business Administrators.
• Take ownership and accountability for delivering an exceptional stakeholder experience while supporting the continued development and transformation of the Business Administration function.
• Demonstrate the highest levels of discretion and confidentiality, handling sensitive people, business and stakeholder information appropriately and in line with firm policies and standards.

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Internal Firm Services - Other

Management Level

Senior Associate

Who we are looking for

• Experience in a Team Leader, people management or business support management role.
• Proven ability to lead, coach and develop people, creating an inclusive and high-performing team environment.
• Experience working in a shared services, operational support, service delivery or administrative environment.
• Strong stakeholder management and relationship-building skills, with the ability to engage effectively across all levels of the organisation .
• Demonstrated ability to manage competing priorities, make sound decisions and deliver results in a dynamic environment.
• Strong problem-solving and organisational skills, with a proactive and solution-focused approach.
• Experience identifying opportunities for process improvement and driving positive change.
• Interest in innovation, technology and the practical application of AI to improve service delivery and operational efficiency.
• Excellent communication, collaboration and influencing skills.
• Strong customer service mindset, with a genuine commitment to delivering a high-quality and responsive service.
• Demonstrates ownership, accountability and sound judgement, with a willingness to embrace new ways of working and support others through change.

Our commitment to you

We’re committed to building an inclusive culture that empowers our people to thrive and feel a sense of belonging at PwC. We seek to attract talented people from different backgrounds with diverse perspectives who can bring innovation and creativity. At PwC, your hard work doesn't go unnoticed. We celebrate your achievements not just within the firm , but among your peers as well. Our rewards are designed to fit your unique lifestyle and needs . And because being part of PwC should be rewarding every day, you'll have access to PwC p erks a handpicked selection of exclusive discounts, experiences, and extras just for being part of our team.

Application support

We are committed to an inclusive recruitment experience. If you require any adjustments during the application or interview process, please let us know ([e-mail]). All requests will be treated confidentially and supported wherever possible to help you showcase your strengths.

Travel Requirements

0%

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No