Business Operations Manager

Skills

• Analyse and identify the linkages and interactions between the component parts of an entire system.
• Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
• Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
• Develop skills outside your comfort zone, and encourage others to do the same.
• Effectively mentor others.
• Use the review of work as an opportunity to deepen the expertise of team members.
• Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.
  

AC Business Operations Manager

Key Responsibilities

• Capacity Management
• Oversee end-to-end offshore staffing operations—including Full-Time Employees (FTEs) and Third-Party Labor (TPL)—to meet project demands and forecast accuracy.
• Operational Reporting & Insights
• Design and maintain dashboards and reports in Power BI and Excel to monitor key metrics: Utilization, RSR (Resource Sharing Rate), Bench %, Attrition, Certification Status, etc.
• Perform data-driven analysis to identify risks, trends, and improvement areas across offshore operations.
• Learning & Capability Development
• Drive technology capability-building programs including training, certification tracking, and role-based learning journeys.
• Collaborate with L&D teams to create targeted technical and professional learning interventions.
• Ensure teams meet required certification benchmarks and compliance timelines.
• Strategic Governance & Cadence
• Lead weekly alignment meetings with Delivery (D+) and sector leaders to review project health, delivery risks, pyramid metrics, and cross-sector staffing.
• Implement and continuously improve Pyramid Strategy and RSR across offshore teams.
• Quality & Efficiency Enablement
• Identify and execute offshore operational improvements focused on delivery quality, velocity, and predictability.
• Champion automation, reusable assets, and knowledge sharing initiatives.
• DEI & Culture Advocacy
• Lead and support Diversity, Equity & Inclusion (DEI) initiatives offshore; ensure alignment with firmwide goals.
• Foster a collaborative, inclusive, and high-performance culture across distributed teams.
• Stakeholder & Cross-Functional Leadership
• Engage and manage key stakeholders across delivery, talent, finance, and capability functions to ensure alignment with operational goals and project requirements.
• Drive strategic initiatives across cross-functional teams—coordinating inputs, removing execution blockers, and delivering measurable outcomes aligned to business priorities.
  

Performance Metrics

• Utilization Rate & Bench Reduction
• Pyramid Health & rate Improvement
• L&D Completion and Certification Compliance
• Operational Excellence KPIs (e.g., delivery TAT, onboarding SLAs)
• DEI Program Participation & Goals
• Leadership Reporting
  

Required Qualifications

• Bachelor's degree in computer science, Engineering, Business, or related field.
• 8+ years of experience in technology delivery operations, project governance, or resource management roles.
• Demonstrated experience using:
• Advanced Excel
• Power BI
• Project Management tools
• Strong analytical, stakeholder engagement, and decision-making skills.
  

Preferred Qualifications

• Exposure to enterprise technology stacks (ERP, CRM, Cloud) is a plus.
• PMP, Agile, IT service management, or equivalent certifications are preferred.
• Experience working with global delivery teams and cross-functional leaders.
  

Soft Skills

• Strong interpersonal and leadership skills
• Proactive communicator with data-driven thinking
• Ability to influence without authority across diverse teams
• Comfortable managing ambiguity and complexity