Salesforce Architect at PwC South Africa

Job Description & Summary

• A career in our Customer Experience practice, within Customer Consulting services, will provide you with the opportunity to help our clients design customer strategies that address the customers’ underlying needs and desired outcomes. We help build bridges between digital and analog mediums, delivering personal and contextual experiences powered by technology and analytics, and driving the total experience by engaging the customer, product, partner, and employee experiences.
• Our team focuses on defining the desired customer experience through customer and market insight, aligning customer service channels with overall growth objectives, leveraging people and technology to establish a infrastructure that supports service strategy, and identifying and resolving billing and other performance issues that lead to customer dissatisfaction.
• To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Senior Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

• Encourage everyone to have a voice and invite opinion from all, including quieter members of the team.
• Deal effectively with ambiguous and unstructured problems and situations.
• Initiate open and candid coaching conversations at all levels.
• Move easily between big picture thinking and managing relevant detail.
• Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.
• Contribute technical knowledge in area of specialism.
• Contribute to an environment where people and technology thrive together to accomplish more than they could apart.
• Navigate the complexities of cross-border and/or diverse teams and engagements.
• Initiate and lead open conversations with teams, clients and stakeholders to build trust.
• Uphold the firm's code of ethics and business conduct.

A.  JOB PROFILE

PRINCIPAL ACCOUNTABILITIES

PwC Professional:

Whole Leadership

• Invite and provide evidence-based feedback in a timely and constructive manner
• Take ownership of my personal development
• Consistently deliver on multiple commitments, even when under pressure
• Learn from mistakes and apply learning from experiences that did not go as expected
• Share and collaborate effectively with others, creating a positive team spirit
• Make connections between what I do everyday and the firms purpose
• Uphold the firms code of ethics and business conduct
• Escalate inappropriate behaviour or activities and do the right thing
• Act as an ambassador for the firm at all times
   
• Use feedback and reflection to develop self-awareness, personal strengths and address development areas
• Apply strategies to build mental, emotional and physical resilience
• Delegate to others to provide stretch opportunities, coach to help deliver results and proactively raise issues to improve effective team working
• Support peers and team members, demonstrating you care passionately about them and their wellbeing
• Get involved in activities which help to strengthen the brand, internally and externally
   
• Pursue opportunities to develop existing and new skills which are outside of my comfort zone
• Maintain positive energy in the face of obstacles or when dealing with complexity
• Support others when things don’t go as expected
• Coach others and encourage them to take ownership of their personal development
• Act to resolve issues which prevent effective team working, even during times of change and uncertainty
• Recognise others’ strengths and visible improvements in performance, and help them to realise their full potential
• Share and celebrate team successes
• Encourage and enable others to engage with the firms purpose and strategy
• Promote the firms values, ethics and policies so that they are recognised as central to success
• Initiate action to quickly resolve or escalate issues, which may put the firms reputation and brand at risk

Business Acumen

• Learn about how my business works and how they operate in the industry/ marketplace.
• Apply understanding of business models (including the firm’s)/corporate governance and/or regulatory frameworks of clients and identify opportunities for efficiencies and take action to implement them.
• Use a broad range of tools and techniques to extract insights from current industry or sector trends and propose innovative solutions to problems.
• Gather information from a range of sources when analysing and solving complex problems.
• Contribute to client account planning.

Technical Capabilities

• Escalate client requests that are in conflict with the firm’s values, standards and practices
• Test your own and others’ work for quality, accuracy and relevance and develop knowledge of the firm’s line of service capabilities and portfolio of offerings.
• Develop technically through on the job learning and exposure and draw on the firm’s subject matter experts to support your work.
• Share relevant thought leadership with my colleagues to enhance knowledge.

Global Acumen

• Seek opportunities which expose you to other businesses, industries and markets.
• Facilitate collaboration across virtual teams (utilising appropriate technologies when necessary).
• Build and maintain a professional internal and external network and articulate the competitive advantage of the firm’s Network.

Relationships

• Use straightforward communication, in a structured way, when influencing others.
• Read situations and am sensitive to others, modifying behaviour to build quality, diverse relationships.
• Seek and explore the background and views of others, especially when they are different to your own.
• Communicate with my clients, regularly updating them and sharing.
   

MINIMUM QUALIFICATIONS 

• 4+ certifications
• 5+ Years as a functional consultant
• Delivered 20+ projects
• Project lead 2 or more times

 
KEY KNOWLEDGE & SKILLS

• Business Process Analysis (Requirements gathering, liaising with stakeholders)
• Organisational Skills (Juggle multiple priorities, meet goals and deadlines)
• Interpersonal Skills (Influence people, relationship management)
• Willingness to Share Knowledge (Training, mentor)
• Project Delivery Lead