Business Administration Hub Team Lead

PwC South Africa; Dublin; On-site; Confidential; Full time

Job summary

PwC Ireland in Dublin is seeking a Senior Associate within Internal Firm Services to lead a team of around 25 Business Administrators, delivering high-quality, client-focused service.

You will coach 8-9 coachees, set goals, provide feedback, and participate in performance reviews, while promoting collaboration and wellbeing.

You will work with the BA Manager and other leaders to optimise workloads, drive improvements, and implement AI-enabled solutions to enhance efficiency.

Qualifications

• Experience leading a team of professionals and managing workloads.
• Strong coaching and feedback abilities.
• Proven stakeholder management and collaboration skills.

Responsibilities

• 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.
• 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.

Skills

Team Leadership

Coaching

Stakeholder Management

Process Improvement

Operational Oversight

Job description

Line of Service Internal Firm Services Industry/Sector Not Applicable Specialism IFS - Internal Firm Services - Other Management Level Senior Associate 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.

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 perks 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.

Education

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications

Certifications (if blank, certifications not specified)

Required Skills

• Accepting Feedback
• Accepting Feedback
• Active Listening
• Administrative Support
• Agile Database Administration
• Analytical Thinking
• Business Process Improvement
• Calendar Management
• Clerical Support
• Collaborative Forecasting
• Communication
• Communications Management
• Concur Travel
• Conducting Research
• Confidential Information Handling
• Corporate Records Management
• Correspondence Management
• Creativity
• Credentialing Database
• Customer Relationship Management
• Customer Service Excellence
• Customer Service Management
• Data Entry
• Deployment Coordination
• Electronic Billing
• {+ 36 more}

Optional Skills

• Accepting Feedback
• Accepting Feedback
• Active Listening
• Administrative Support
• Agile Database Administration
• Agile Project Management
• Analytical Thinking
• Business Process Improvement
• Collaboration
• Communication
• Communications Management
• Content Ownership
• Content Development
• Coordination
• Corporate Governance
• Customer Experience Management
• Data Management
• Database Administration
• Digital
• Handbook Solutions

Travel Requirements

Travel Requirements 0%

Work Visa Sponsorship

Available for Work Visa Sponsorship? No

Government Clearance Required

Government Clearance Required? No

Job Posting End Date

Job Posting End Date