Services Delivery Risk & Quality Manager

Role & responsibilities

• 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.

PwC Professional skills and responsibilities for this manager role include but are not limited to:

Leadership and Communication

• Foster an inclusive environment where everyone's voice is valued, including quieter team members
• Initiate open and candid coaching conversations at all levels
• Demonstrate the ability to switch between big picture thinking and managing relevant details
• Anticipate stakeholder needs and proactively develop and discuss potential risk & quality solutions
• Cultivate an environment that promotes the synergy between people and technology, enabling them to achieve more together
• Navigate the complexities of cross-border and diverse teams and engagements
• Initiate and lead open conversations with teams and stakeholders to build trust
• Align with the organization's vision and strategy, facilitating the translation of these into actionable initiatives
• Support the Risk & Quality Leader in managing a portfolio of strategic initiatives, projects, and programs, providing leadership and management input where needed
• Assist in managing and coaching a team of professionals, ensuring their involvement in all Business Services matters as appropriate
• Help establish and clarify priorities for the team, supporting efficient and effective execution
• Uphold the firm's code of ethics and business conduct

Risk &

• Apply knowledge and experience in

  project management

  , business processes, risk assessment, and quality management
• Support the identification, assessment, and monitoring of business risks that impact quality and operational delivery
• Assist in developing and implementing risk mitigation strategies and controls to minimize potential impacts on service quality and business continuity
• Demonstrate strong presentation skills, including the ability to facilitate groups and other Leads towards common objectives related to risk and quality
• Support the development and execution of quality and risk management policies, procedures, and frameworks
• Collaborate with cross-functional teams to establish quality standards, risk thresholds, metrics, and goals for projects and initiatives
• Assist in conducting regular quality audits, risk assessments, and compliance reviews to identify areas for improvement and ensure adherence to quality and risk standards
• Drive adoption of best practices, tools, and methodologies for quality assurance and risk management across the organization
• Develop and maintain quality and risk metrics and reporting mechanisms to track and communicate performance and risk status to stakeholders
• Help lead root cause analysis, corrective action processes, and risk response plans to address quality issues and operational risks and prevent recurrence
• Stay updated with industry trends, emerging technologies, regulatory requirements, and risk management frameworks to drive continuous improvement in quality and risk practices

Preferred Knowledge/Skills:

• Minimum of 5 years of directly related experience
• English fluency - both oral and written - required
• Strong knowledge of quality management and risk management principles, methodologies, and tools, including Quality Management, Lean, Six Sigma, Risk Identification and Mitigation, and Customer Experience
• Experience in supporting a team of quality and risk professionals
• Excellent analytical and problem-solving skills, with the ability to drive root cause analysis and implement effective corrective and risk mitigation actions
• Proven track record of successfully supporting quality and risk initiatives and driving continuous improvement
• Knowledge of industry standards, regulations, and risk frameworks related to quality and risk management, such as ISO, CMMI, SOC, COSO, and ISO 31000
• Experience preferably in a consulting or professional services environment
• Experience in effectively collaborating and communicating with local leaders, onshore leaders, stakeholders, and team members across different locations
• Strong interpersonal and relationship-building skills to establish and maintain effective working relationships with diverse stakeholders
• Ability to navigate and manage relationships in a global and matrixed organization
• Experience in working with cross-functional and geographically dispersed teams to drive quality and risk initiatives and achieve common goals
• Knowledge of cultural nuances and ability to adapt communication and collaboration styles accordingly
• Leadership and influencing skills to drive alignment and consensus among stakeholders with varying perspectives and priorities
• Ability to effectively manage and resolve conflicts or disagreements in a constructive manner
• Excellent presentation and facilitation skills to effectively communicate quality and risk strategies, initiatives, and results to diverse audiences

This Manager role offers a unique opportunity to support and partner closely with the Risk & Quality Leader, delivering impactful quality management and risk mitigation results that enable PwCs Global Business Services operations to achieve world-class standards and robust operational risk oversight.

Shift:2pm-11pm