PwC - Biggest provider of audit, accounting and tax services to the companies listed in the Johannesburg Stock Exchange. Also provides internal audit, forensic audit, corporate finance, corporate governance services, sustainable assurance services and others.
About PwC SATIC and the role
- At PwC's South Africa Technology & Innovation Centre (SATIC), a hub for technological advancement and innovative solutions, the Manager, Business Service HC Ops for the UK territory.
- The HC Ops Manager role is operationally focused and will work alongside a range of teams in the UK People Lifecycle, as well as manage a group of Senior Associates from joining PwC all the way through their careers with us. The Manager will develop to become a Subject Matter Expert in a range of People Lifecycle activities, to effectively coach Senior Associates and deal with complex queries/situations.
Summary:
- This role will support the PWC UK People Lifecycle teams in delivering high volume HR operational activities across the employee lifecycle. The role is focused on operational excellence and continuous improvement, identifying opportunities for enhancing efficiencies through process simplification and technology.
- Reporting into the HC Ops Lead/Senior Manager the role will manage and grow a team of Senior Associates operating across a range of HR activities including, Case management, Onboarding, Performance Management, Query Management, large scale cycle processes (such as Performance, Reward, Talent, Benefits and Holiday renewal), supporting Career and Talent Coaches in their roles, owning and maintaining people related knowledge on the PWC UK portal and liaising with business stakeholders.
Qualifications / Certifications required:
- A relevant Bachelor's degree (NQF Level 6 or 7) in Human Resources, Education, Business Administration, Industrial/Organizational Psychology, or equivalent
Experience required:
- Minimum of 10 years’ experience in the HR Generalist role
- Minimum 6 years of experience in an HR management role
- Experience leading multi-disciplinary Human Resources teams in a shared services environment
- Experience working in a global delivery environment advantageous
Responsibilities of role:
Operational leadership and service delivery
- Manage offshore day-to-day operations: allocations, development, and wellbeing.
- Ensure adherence to Service Level Agreements aligned to territory expectations
- Oversee case allocation, progress tracking, quality assurance, and outcome delivery
- Oversee the management of employee cases within Navex and associated case management systems.
- Deliver monthly HC Ops reporting to track progress and outcomes.
- Ensure compliance with territory requirements and operational standards
- Track utilization to ensure efficiency and balanced workloads.
- Collaborate with the Senior manager to establish quality measurement frameworks and SOPs to monitor service excellence.
- Collaborate with the Senior manager to define and track KPIs to measure impact, performance, and continuous improvement
- Work closely with stakeholders across the People Lifecycle to drive the operationalisation of People related activity, including (but not limited to) Performance & Reward, Onboarding and First Five Years (graduate population)
- Continuously improve the information (relating to People processes and policies) that PwC staff can access via knowledge articles
- Effectively manage BAU activities
- Effectively plan and manage cyclical processes and activities
- Become a Subject Matter Expert in a range of People Lifecycle activities, in the capacity of a Lead or Manager for specific activities across the employee life cycle (Compliance Appeals, PIPs, First Five years/Early careers population management, PIPs, Health and Wellbeing, Onboarding and various projects across the people lifecycle team).
- Effectively coach Senior Associates and deal with complex queries/situations
Stakeholder Engagement
- Communicate effectively with varied stakeholders and territory leaders.
- Act as a key liaison between operational delivery teams and subject matter experts.
- Act as the escalation points for behaviours and performance
- Actively drive collaborative outcomes and ensure effective team integration
- Working closely with onshore People Teams to deliver on new initiatives
Team Management
- Coach and mentor the Senior Associates.
- Provide pastoral care, resolve team conflicts, and support wellbeing.
- Conduct regular team huddles, operational reviews, and guidance sessions Drive team engagement through team days, regular HC OPs meetings, and check-ins.
- Develop structured change management plans to minimize disruption
- Act as a role model for adaptability and resilience.
- Ensure continuous improvement cycles are embedded in operations.
- Support onboarding and capability development of new team members.
Process Improvement & Continuous Improvement
- Develop and refine operating procedures, guidance documents, and service delivery frameworks.
- Identify opportunities for automation, reporting improvements, and efficiency gains.
- Support implementation of AI, reporting, and workflow enhancements within operational processes.
- Lead teams through organizational and technological change.
Governance & Risk Management
- Ensure accurate documentation, audit trails, follow-on actions, and case closure requirements are maintained.
- Drive adherence to standard operating procedures and regulatory requirements.
- Ensure compliance with PwC policies, legal requirements, and regulatory standards.
- Proactively identify risks in delivery, resourcing, or employee relations and mitigate them.
- Act as the primary escalation point for complex, sensitive, or high-risk employee matters
- Manage access to HC/Case management systems and ensure teams have the appropriate tools, access, and governance controls required to perform their roles.
Desirable skill sets include:
Skills
- Operational management
- Workforce planning and allocation
- Performance and people management
- Effective verbal and written communication
- Managing sensitive and complex information from multiple stakeholders
- Relationship building
- Negotiation and conflict resolution
- Data analysis and interpretation
- Risk management and mitigation
- Continuous improvement methodologies
- KPIs and performance metrics tracking
- Creative problem solving
- Adaptability to technological and business changes
- Stakeholder management
- Project management
- Process mapping, improvement, and design
Characteristics
- Forward-thinking and proactive
- Understanding and supportive
- Resilient and adaptable
- Strong ethical standards
- Team-oriented
- Attention to detail
- Focused on achieving targets
- Passion for driving change
- Ability to inspire and motivate
- Championing innovation
- Diversity and inclusion advocacy
- Open to feedback and different perspectives
- Thoroughness in documentation and reporting
- Strong governance and administration capability
Role related attributes:
- Operational Oversight: Management of daily operations and service delivery.
- Stakeholder Management: Build and maintain effective relationships with stakeholder
- Data Accuracy and Reporting Governance: Strong attention to detail with a commitment to data accuracy, integrity, and reporting governance.
- Compliance and Risk Management: Ensuring adherence to policies and mitigation of risks.
- People Development: Coaching, mentoring, and managing performance and wellbeing.
- Change Facilitation: Leading teams through organizational changes effectively.
- Analytical Acumen: Utilizing data to track KPIs and evaluate performance.
- Ambiguity Navigation: Comfort with and adaptability to uncertain situations.
- Resilience and Adaptability: Demonstrating flexibility and strength in evolving environments.
- Result-Orientation: Focused on achieving measurable outcomes and business value
- Project managements: Solid experience in successfully managing projects, with the ability to manage competing priorities and multiple stakeholders.
- Innovation Advocacy: Champion for challenging the status quo and promoting innovation.
- Collaboration Promotion: Driving a culture of inclusion, openness, and teamwork.
- Continuous Improvement: Commitment to enhancing processes, outcomes, and service excellence
Mental & Environmental Demands
Special work requirements:
- Work hours are aligned to UK working hours
HR generalist experience:
- At least 10 years of work experience in an HR generalist role
- Experience in designing, developing, and implementing HR programs and strategies.
- Proven track record in managing HR teams, preferably in a large organization or a consulting firm.
Management and Leadership Experience:
- Minimum of 6 years in a leadership or management position, overseeing diverse teams and complex projects.
- Experience in leading organizational change and transformation initiatives.
Operational Management Experience:
- Experience managing daily operations, particularly in settings with offshore or outsourced components.
- Familiarity with Service Level Agreements (SLAs) and compliance with operational standards.
Stakeholder Engagement and Relationship Management:
- Proven ability to work with and advise senior stakeholders, clients, and executives.
- Experience in change management and acting as a liaison between different business areas.
Governance and Risk Management:
- Experience ensuring compliance with legal and regulatory standards within an industry.
- Experience in identifying risks and developing mitigation strategies
Job Posting End Date
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