MSP - FMS - Service Delivery Lead DCM Senior Manager-Operate

At PwC, our people in finance consulting specialise in providing consulting services related to financial management and strategy. These individuals analyse client needs, develop financial solutions, and offer guidance and support to help clients optimise their financial performance, improve decision-making, and achieve their financial goals. In financial operations at PwC, you will specialise in improving the efficiency and effectiveness of financial operations within organisations. Your work will involve assessing financial processes, identify areas for improvement, and design and implement solutions to streamline financial operations, enhance controls, and reduce costs. You will be responsible for providing guidance on financial systems implementation, process automation, and financial shared services.

Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Craft and convey clear, impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients, share alternative perspectives, and act on client feedback.
• Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firms code of conduct, and independence requirements.
  
  

Job Title: Leadership

Level: Service Delivery Lead

Position: 1

Role Summary

The Senior Manager is a strategic leader responsible for overseeing comprehensive financial operations, including Procure-to-Pay (P2P), Record-to-Report (RTR), billing, vendor management, and financial functions. This role serves as the Client Delivery Lead, ensuring the delivery of high-quality, accurate, and compliant finance services that meet or exceed client expectations. The Senior Manager drives operational excellence by managing cross-functional teams, fostering strong client relationships, leading continuous process improvements and automation initiatives, and ensuring adherence to internal controls and regulatory standards. This role collaborates closely with finance leadership and cross-functional partners to align financial operations with broader organizational objectives and support scalable growth.

Key Responsibilities

• Lead and manage the end-to-end financial operations encompassing Procure-to-Pay, Record-to-Report, billing, vendor management, payments, collections, reconciliations, and financial close processes to ensure timely, accurate, and compliant service delivery.
• Act as the key liaison and trusted partner for internal and external clients, maintain strong relationships, understanding their needs, proactively managing risks, and ensuring exceptional service quality aligned with client expectations.
• Oversee resolution of complex operational and client escalations by coordinating cross-functional teams and driving collaborative problem-solving to maintain service excellence.
• Develop, implement, and monitor operational performance metrics, dashboards, and reporting tools to provide actionable insights, track SLAs/KPIs, and enable data-driven management decisions.
• Drive continuous improvement through process optimization, automation, technology adoption, and best practice implementations to enhance efficiency, accuracy, and scalability of finance operations.
• Lead change management initiatives related to system upgrades, process transitions, and adoption of new tools to support evolving client needs and operational goals.
• Provide strategic guidance and stewardship to multi-disciplinary teams, fostering a culture of accountability, collaboration, and high performance.
• Manage staffing, resource allocation, and capacity planning to balance workload demands and optimize team productivity.
• Conduct regular performance reviews, coach team leaders and members, set clear objectives, and promote professional development to build a motivated, skilled workforce.
• Collaborate with senior leadership and cross-functional partners including Tax, Treasury, Legal, Payroll, Procurement, FP&A, and Internal Audit to align financial operations with organizational strategy and compliance requirements.
• Ensure compliance with SOX controls and other regulatory reporting requirements, supporting internal and external audits with thorough documentation and timely responses.
• Oversee risk management by identifying potential operational and financial risks within processes and implementing mitigation strategies.
• Champion data quality and integrity initiatives to ensure accuracy and consistency of financial and operational data across reporting systems.
• Develop and maintain comprehensive standard operating procedures and desktop documentation to support operational consistency and facilitate onboarding.
• Drive cost optimization initiatives within finance operations by identifying inefficiencies and recommending scalable solutions.
• Foster a culture of innovation by evaluating emerging technologies, tools, and methodologies relevant to finance operations and client service delivery.
  
  

Required Qualifications

• Masters/Bachelor’s degree in accounting, Finance, Business or related field; CPA, Chartered Accountant, or equivalent designation preferred.
• 12+ years of progressive finance operations experience with significant leadership roles spanning P2P, RTR, and client service delivery management.
• Proven ability to manage large, complex teams in high-volume transactional or shared services environments.
• Deep knowledge of finance operations, financial close, accounts payable, billing, collections, vendor management, and SOX/internal control frameworks.
• Strong stakeholder management, communication, and client relationship skills with experience managing escalations and delivering client-centric solutions.
• Experience with ERP and reporting platforms such as NetSuite, SAP, Oracle, BlackLine, Trintech, and automation tools.
• Demonstrated success driving process standardization, automation, and continuous improvement across multifunctional teams.
• Excellent analytical, project management, and organizational capabilities.
  
  

Preferred Qualifications

• Experience in digital asset accounting, multi-jurisdictional finance environments, or complex accounting transactions.
• Familiarity with client onboarding, contract management, service delivery frameworks, and vendor management best practices.
• Exposure to AI-driven automation and advanced data analytics tools.
  
  

Tools & Technologies

Lucidchart, Microsoft Office, NetSuite, Python, Prime Admin, Slack, Snowflake, Workiva Wdesk, Google Drive Finance Analytics, SAP, Oracle, BlackLine, Trintech, Ariba, Coupa.

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