Programme Delivery Consultant Senior Manager - Contact Centres

Full Time | Belfast, NORTHERN IRELAND | about 1 month

Job Summary

Full Time
Belfast
PwC

£41,913 Average salary of similar jobs | Check Salary...

Job Description


PwC’s Operate delivers operational and managed services solutions to clients. We bring together regulatory insight, highly skilled operational resources and an unrivalled technology offering to provide a high quality and cost-effective solution to operational delivery challenges.

Our capabilities stretch across several service offerings including; Customer Management, Financial Crime, Compliance Testing, PMO, Contract Solutions, Finance Solutions, Business Operations, Change Solutions and Technology Solutions. We have over 1,500 people located in our purpose built, secure delivery centre in Belfast; across our regional offices in London, Manchester and Edinburgh; and on a range of client sites.

As a Senior Manager in Operate, you'll work as part of a team to help clients handle critical projects, programmes and processes, from keeping pace with regulation to tackling transformation and capacity planning.


Key Responsibilities:

● Oversee the set up and operational delivery of multiple large-scale complex programmes to deliver relevant, cost effective and process efficient solutions that meet client needs and objectives.
● Ensure the business delivers excellent services through the provision of high performing contact centres and customer management operations with sharp focus on customer engagement.
● Build and maintain an agile framework and structure to service large scale client programmes, with reporting frameworks to accurately articulate performance to clients and ensure all programmes meet with contractual obligations and standards as well as budget and timescales.
● Help to position our services and capability across the PwC network, building and holding relationships with Partners.
● Personally maintain strong professional relationships with key client stakeholders.


Requirements:

● Experience of operating at senior management level within a contact centre and customer management environment.
● A track record of success setting up and / or running operations, demonstrating strategic outlook, commercial acumen and business planning.
● Experience working with B2B and B2C customers.
● Ability to communicate effectively and build relationships
● Demonstrable success managing and developing high performing teams.


Not the role for you?

Did you know PwC offer flexible contract  arrangements as well as contingent work  (ie temporary or day rate contracting)?


The skills we look for in future employees

All our people need to demonstrate the skills and behaviours that support us in delivering our business strategy. This is important to the work we do for our business, and our clients. These skills and behaviours make up our global leadership framework, ‘The PwC Professional’ and are made up of five core attributes; whole leadership, technical capabilities, business acumen, global acumen and relationships.

Learn more here: www.pwc.com/uk/careers/experienced/apply


Diversity

Valuing Difference. Driving Inclusion.

We work in a changing world which offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool because creating value through diversity is what makes us strong as a business, enabling us to solve important problems and deliver value to our clients. We encourage an inclusive culture where people can be themselves, are valued for their strengths and are empowered to be the best they can be. As an organisation with an increasingly agile workforce, we also support different ways of working offering flexible working arrangements. Learn more here about our work to support an inclusive culture.

www.pwc.com/uk/diversity


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