Managed Services-Director-Quality Leader And Reviewer - Operate

At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients. Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services.

Translating the vision, you set the tone, and inspire others to follow. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders. You are expected to be a guardian of PwCs reputation, understanding that quality, integrity, inclusion and a commercial mindset are all foundational to our success. You create a healthy working environment while maximising client satisfaction. You cultivate the potential in others and actively team across the PwC Network, understanding tradeoffs, and leveraging our collective strength.

Skills

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

• Lead in line with our values and brand.
• Develop new ideas, solutions, and structures; drive thought leadership.
• Solve problems by exploring multiple angles and using creativity, encouraging others to do the same.
• Balance long-term, short-term, detail-oriented, and big picture thinking.
• Make strategic choices and drive change by addressing system-level enablers.
• Promote technological advances, creating an environment where people and technology thrive together.
• Identify gaps in the market and convert opportunities to success for the Firm.
• Adhere to and enforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firms code of conduct, and independence requirements.
  
  

JD -Quality Leader and Reviewer- Director - Operate

Job Summary -

A career in our Managed Services team will give you an opportunity to collaborate with many delivery teams to help our clients implement and operate quality controls, achieve operational efficiencies, and establish continual improvement practices.

Within our global Managed Services platform, Performance Improvement Team (PIT)’s objective is to build a Service Excellence Culture, through establishing Quality Governance framework, driving training programs, conducting reviews to assess Delivery Health at multiple stages (initiation, execution and Closure), trigger/drive improvement initiatives and to inform the MSP leadership on current state of health while providing recommendations to mature the platform.

Minimum Degree Required (BQ) *:

Bachelor’s Degree

Degree Preferred: B.Tech/ B.E

Required Field(s) Of Study (BQ)

Computer Science

Preferred Field(s) Of Study

Graduate or Masters in Technology/ Engineering

Minimum Year(s) of Experience (BQ) *:

18+ years of experience

Certification(s) Preferred: PMP, ITIL, Lean & Six Sigma

Preferred Knowledge/Skills *:

Job Description

• As a Director, you will work closely with US & India counterparts, delivery stakeholders & leadership and cocreate PIT strategy & drive its implementation, in line with firm’s and platform strategy
• Plan & Conduct Engagement Health Reviews
• Provide oversight to PIT activities and drive resulting actions
• Collaborate effectively with key stakeholders across the board
• Identify and make suggestions for improvements and help build key assets and collaterals for PIT
• Drive improvement initiatives
• Build & Conduct Trainings to raise awareness
• Communicate confidently in a clear and concise manner.
• Follow risk management and compliance procedures.
• Uphold the firms code of ethics and business conduct.
• Contribute to Firm’s initiatives
  
  

Position Requirements

Required Skills:

• 18+ years of Delivery & Quality experience encompassing rich experience in process reviews, Quality framework definition & implementation, Quality certificatons
• Experience of running Continual improvement initiatives (Six Sigma, Lean etc) to enhance value for the firm and clients
• Good understanding of different technologies (ERP applications, bespoke applications, Infra, Cloud, Testing, Data Analytics)
• Excellent understanding of Managed Service Delivery - ITIL Processes, Project Management methodologies (SDLC, Agile, DevOps etc), Business Processes (Finance, Health, Insurance) and Operating Models
• Excellent Understanding of Business Process Backoffice Operations and experience in setting up quaiity controls
• Rich experience in planning, building & conducting Quality Trainings
• Rich experience in driving/ building automations to enhance Quality Team’s as well as Delivery team’s efficiency
• Strong collaboration, communication and stakeholder management skills
• Problem Solving and Critical Thinking skills
  
  

Preferred Skills

• Change Management
• Experience of leading quality certifications, especially CMMi, ISO 20000

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