Project Delivery Manager

PwC Acceleration Center Manila; Pasig; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

PwC Acceleration Center Manila invites an experienced Business Services Operations Manager to lead delivery and client service across multiple territories. You will support the Operations Leader, engage with territories, and help develop and implement new services.

Reporting to the Operations Leader, you will supervise daily operations, drive performance, ensure quality, and support transformation initiatives.

Qualifications

• Minimum 8 years of operational and client delivery experience in an international/ multinational shared services environment.
• Experience in operations management within Business Services or BPO.
• Fluency in English; strong written and verbal communication.
• Ability to lead without direct reports in a matrix organization and to influence senior stakeholders.

Responsibilities

• Oversee day-to-day execution of Business Services operations across assigned teams.
• Drive performance, productivity, and adherence to SLAs and quality standards.
• Collaborate with the Operations Leader and cross-AC teams to drive process consistency.
• Support onboarding of new services and readiness across territories.
• Provide leadership and supervision to project teams and develop talent.

Skills

Client service

Demand planning

Capacity planning

Business development

Coaching

People management

Strategic planning

English fluency

Education

Bachelor's degree

Job description

About PwC Acceleration Center Manila

We are a community of solvers with a clear mission: to empower PwC member firms in over 20 countries by delivering quality services in Assurance, Tax, Advisory and Business Services, thereby building trust and driving sustained outcomes for our clients.

Our team of over 3,000 professionals brings together a diverse range of talents, creating a workplace that promotes inclusivity, innovation, collaboration, and a strong dedication to providing excellent client service. Through My+, we offer a brand-defining people experience in the areas that matter the most: Well-Being, Total Rewards, Development and Community.

PwC Acceleration Center Manila (AC Manila) has been certified as a Great Place to Work for three consecutive years, highlighting its exceptional work environment and employee satisfaction. The center's commitment to inclusivity and diversity is evident in its practices and policies, fostering a culture of collaboration and respect. Additionally, PwC Acceleration Center Manila has experienced significant employment growth, attracting and retaining top talent while providing ample career opportunities and professional development for its employees.

Our firm's evolution is a testament to our commitment to growth and transformation. We are continuously expanding horizons, leveraging tech-driven teams to deliver unparalleled client experiences and groundbreaking solutions. Together, we forge the path to endless possibilities!

POSITION/ROLE SUMMARY

The Business Services Operations Manager will assist the Business Services Operations Leader in the efficient running of Business Services operations by providing delivery and client service leadership. The Business Services Operations Manager will also work closely with the Business Services Leader to engage with user territories, bring new territories into the Center and to consider, develop and implement new services.

REPORTING

The position reports to the Business Services Operations Leader

DIRECT REPORTS

There are no direct reports right now, but that could change based on organisational needs

WHAT’S IN IT FOR YOU

You will be exposed to a diverse range of services in virtual concierge services, resource management, document design, and business administration. Your role will include direct engagement with clients from multiple territories, globally.

KEY RESPONSIBILITIES

You will support the Center’s operational success by overseeing the day-to-day execution of Business Services operations. Reporting to the Operations Leader, your work will focus on:

Operational and business performance

• Drive consistent and efficient execution of Business Services by supporting the daily operations across assigned teams and ensuring alignment with established processes, quality standards, and service level agreements.

• Implement standard operating procedures and support the rollout of Business Services strategic priorities and transformation initiatives.

• Collaborate with Operations Leader and other ACs to help drive process consistency across ACs and support a more seamless, borderless experience.

• Leverage a individual data source to monitor and optimize operational performance, using insights to inform planning, resourcing, and continuous improvement in alignment with the cross-AC data strategy.

• Work with Business Services Tower Leaders to proactively manage volumes, resource allocation, productivity, and leave planning, ensuring seamless service delivery.

• Partner with the Operations Leader and key stakeholders to support the onboarding of new services, emphasizing readiness, consistency, and user value.

• Support the resolution of day-to-day escalations and contribute to a culture of responsiveness, ownership, and service excellence.

• Maintain accurate and timely operational reporting and dashboards that support effective decision-making.

• Drive operational scalability by aligning delivery models with strategic objectives and leveraging technology and automation where applicable.

• Contribute to transformation initiatives and operational programs led by ACST, xAC Business Services teams and functions.

Quality and excellence

• Champion standardization and continuous improvement by identifying operations’ process gaps and collaborating with cross-functional and local AC BSv Quality teams to implement enhancements.

• Promote the ACST BSv Quality program initiatives by fostering a strong quality culture and setting the right tone at the top across all operational activities.

Leadership and people

• Provide leadership and supervision to operational project teams, supporting their day-to-day management and people development responsibilities.

• Foster a compelling people experience aligned with the AC Manila Business Services strategies by actively supporting employee engagement, wellbeing, and development.

• Coach, mentor, and develop team members, creating a pipeline of future leaders through targeted support and stretch opportunities.

• Actively model and promote PwC values, behaviours, and our commitment to diversity, equity, and inclusion in all team interactions.

• Contribute to the implementation of talent development initiatives and performance management frameworks that support team growth and operational success.

QUALIFICATION REQUIREMENTS

Education Background:

• Undergraduate degree or above from a recognised tertiary institute relevant to a Business Services management position

Work Experience:

• Must have a minimum of 8 years of strong operational and client delivery experience and have worked in operations management roles relating to Business Services and/or other LoS typically offered by an international accounting firm, in an MNC’s shared services centre or in BPO.

• A mix of delivery center experience is preferred.

• Demonstrated client service experience in engaging with stakeholders.

• Skills should include client service management, demand and capacity planning, business development, coaching and personnel management 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 able to multitask - can work within a fast-moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities and guiding investment in people and systems.

• Play a leading role in creating a work environment consistent with PwC values on people and one that assists in the attraction, retention and development of appropriate human capital.

Specific technical skills

• Competency in understanding quality and risk management principles and requirements as they relate to an international accounting firm, MNC’s shared services center or in BPO.

• Competency in understanding the nature and delivery of Business Services or other business process outsourcing services typically delivered by an international accounting firm or in an MNC’s shared services center.

Other capabilities

• Must have strong written and verbal communication skills and must be fluent in English.

• Should be comfortable working and communicating with team members at all levels including senior management, as well as all levels within the territories that the AC supports or may support in the future.