Business Administration Hub Team Lead

PwC; Dublin; On-site; EUR 65,000 - 90,000; Full time

Job summary

PwC Ireland is seeking a Senior Associate to lead a team of around 25 Business Administrators within Internal Firm Services. The role focuses on delivering high-quality, customer-focused service and coaching a group of 8–9 coachees, balancing workload, and driving improvements.

You will work closely with the BA Manager and leadership team to optimise resource use, support policy implementation, and sustain a high-performance culture across the hub.

Qualifications

• Experience leading and coaching teams in a shared services or business support environment.
• Proven ability to manage stakeholders across levels of the organisation.
• Strong communication and collaboration skills with a customer-focused approach.
• Experience driving process improvements and adopting new technologies.

Responsibilities

• Provide day-to-day leadership and oversight for a team of approximately 25 Business Administrators, ensuring high-quality service.
• Coach around 8-9 coachees with goal setting, feedback, and performance reviews.
• Promote open-door culture and drive collaboration and wellbeing.
• Contribute to strategic priorities as a member of the BA Management Team.
• Collaborate with BA Manager and other leaders to plan workloads and capacity.
• Oversee ServiceNow queues and support director/business requests with timely delivery.
• Monitor service delivery and identify efficiency improvements through automation and AI solutions.
• Lead continuous improvement initiatives and champion new ways of working.

Skills

Team leadership

People management

Coaching

Stakeholder management

Communication

Organisation

Problem solving

Change management

Innovation

AI awareness

Tools

ServiceNow

Job description

Job Description & Summary

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Internal Firm Services - Other

Management Level

Senior Associate

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.

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

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