Internal Firm Services - Human Capital - LandD - PFLC Ops Lead - Manager

At PwC, our people in talent and development focus on finding, deploying, training and enabling talent through talent identification and enhancing employee skills and knowledge, fostering a culture of continuous learning and professional growth. These individuals collaborate with subject matter specialists and project teams to strategize effective ways to locate, assess, educate and train employees, in line with market developments and firm strategy. In leadership coaching at PwC, you will focus on providing guidance and support to executives and leaders, helping them enhance their skills and achieve their professional goals. Your work will involve your experience to empower individuals and drive organisational success through effective coaching strategies. In addition to providing individualised development opportunities to executives, you will design and develop learning solutions as applicable.

Role Overview

We are seeking a highly organized, analytical, and tech-savvy Operations Manager to oversee and optimize operational processes within our Professional Facilitation and Leadership Coaching teams. The role demands a strong focus on automation to streamline project tracking, detailed reporting, analytics, impact measurement, and resource management—enabling us to scale our impact efficiently.

Key Responsibilities

• Operations Management and Project Oversight
• Lead day-to-day operations of facilitation and coaching initiatives ensuring timely and successful delivery.
• Oversee project tracking mechanisms and maintain robust monitoring systems to track progress, milestones, and deliverables.
• Coordinate cross-functional teams including facilitators, coaches, clients, and support staff.
• Facilitate regular project status meetings and prepare updates for senior leadership.
• Reporting, Analytics & Automation:
• Develop, implement, and continuously improve automated reporting systems to capture and visualize key performance indicators (KPIs) and operational metrics.
• Leverage automation tools (e.g., RPA, workflow automation platforms, data integration tools) to reduce manual reporting efforts and increase data accuracy.
• Create dashboards and generate actionable insights from data to support strategic decision-making.
• Impact Measurement & Evaluation
• Collaborate with coaching and facilitation teams to establish and standardize frameworks for impact measurement.
• Efficiently analyze both quantitative and qualitative data using automated tools to assess program outcomes and identify opportunities for improvement.
• Develop automated impact reports and comprehensive data visualizations for distribution to stakeholders.
• Provide insights supported by evidence to demonstrate program effectiveness and highlight areas for further development.
• Contribute to the creation of impact reports and case studies intended for internal and external audiences.
• Resourcing & Capacity Planning
• Automate resource forecasting and allocation processes using relevant technology to optimize scheduler and workload balancing.
• Manage the allocation of facilitators, coaches, and operational staff based on real-time capacity data.
• Process Improvement
• Identify operational inefficiencies and propose scalable improvements in workflows, tools, and communication processes.
• Evaluate and implement new automation technologies (e.g., CRM automation, project management bots, AI-powered analytics tools) to advance team productivity.
• Champion adoption of digital collaboration and automation tools across teams, fostering a culture of continuous innovation
• Cultivate a culture of accountability, transparency, and continuous learning within the operations function.
  
  

• Bachelor’s degree in Business Administration, Operations Management, Information Systems, or related field. Master’s preferred.
• Minimum 5 years’ experience in operations or project management within professional services, coaching, or learning & development, with proven expertise in automation.
• Strong proficiency in automation tools, project management software (Asana, Jira, MS Project), and data visualization platforms (Power BI, Tableau).
• Experience implementing Robotic Process Automation (RPA), workflow automation, or similar technologies to optimize operational functions.
• Analytical mindset with strong problem-solving and data interpretation skills.
• Excellent communication, leadership, and stakeholder management capabilities.
• Detail-oriented, tech-savvy, able to manage multiple projects concurrently
  
  

• Passion for leadership development and Coaching.
• Experience working in fast-paced, matrixed organizations.
• Ability to adapt to evolving technologies and operational methodologies.
• Skilled at balancing operational rigor with a learning mindset.
• Ability to handle ambiguity and adapt to evolving priorities.
• Ability to interact with Senior leaders.