Customer Management Operations | Senior Manager Bradford, Yorkshire and the Humber, England
Job description
Operate
Be it support with regulation, risk or compliance, Operate delivers. Human-led and tech-powered, it is the backbone of PwC’s unique approach to operational delivery - Execution Managed Services. Harnessing the power of tech and data, we work with some of the most recognisable organisations worldwide, wherever they need us to be. We deliver sustained outcomes through our managed solutions, as well as transforming and running complex operational processes that often create challenges or hinder client progress. Underpinning all of this is our commitment to ensuring our people are equipped with tomorrow's skills to drive success for our clients today.
About the team
Within Customer Management we support various clients in carrying out 'business as usual' activities and remediation for their customers. We do this from a range of locations and by providing cost effective solutions, access to subject matter expertise and operational excellence disciplines. Where issues have been identified that impact upon customers, our teams help to address these in a compliant, pragmatic, and sensitive manner.
We’re a team of 400+ experienced professionals who have experience across multiple clients and programmes of work, ranging from Financial Services to Government & Health Industries.
Skills and Experience
Proven ability in the set-up delivery of multiple large scale complex programmes in an operational environment. This should cover end-to-end programme lifecycle management, from mobilisation through to delivery, and then close down and/or handover (where applicable).
Strong leadership skills, and proven experience and ability to oversee large teams successfully (100+ FTE) - particularly those involving customer outreach across vulnerable customer groups.
Experience of the business development lifecycle, from initial client conversations through to proposals, pitches and onsell during delivery.
Experience of Financial Services / Customer Service
About the role
This would be an excellent opportunity for a Manager to further their career. Our Senior Managers successfully lead the operational delivery of multiple complex programmes and support opportunities for business development.
Key responsibilities
The ability to build and maintain an agile framework to service large scale client programmes including metrics and reporting to accurately articulate performance to clients, whilst ensuring all programmes meet contractual obligations, budgetary and regulatory standards.
An appreciation of designing and implementing programme governance and continuous improvement as well as ensuring risk management responsibilities are actively managed
Understanding of the regulatory environment and emerging regulatory changes
Commercial awareness
Interpersonal skills, including people development, coaching, and stakeholder management.
Not the role for you?
Did you know PwC offers flexible career arrangements and contract work? Learn more.
The skills we look for
In addition to our global framework, the PwC Professional, there are a number of key Operate behaviours you'll be evaluated against during our assessment process. You can read about these here.
The Deal
‘The Deal’, our firmwide Employee Value Proposition’ empowers our people to be the best they can be. Learn more.
Our commitment to you
We’re committed to building a culture that empowers all of our people to thrive and feel a sense of belonging at PwC. Learn more.
Automated decision making
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