PwC Acceleration Center Manila

Job Description

INTERNAL FIRM SERVICES (IFS) Leader

PricewaterhouseCoopers Service Delivery Centre (Manila) Limited (hereinafter, the

“Company” or PwC Acceleration Center Manila or “PwC AC Manila”) is a joint venture of
PricewaterhouseCoopers (“PwC”) Firms from across the Asia Pacific and Americas (APA) region. It
was established to provide professional services to support the PwC member Firms in the APA
region. The AC Manila does not provide any professional services to clients registered and based
in the Philippines.

The AC Manila is part of a network of PwC service delivery centres around the globe, known as the
PwC Acceleration Centers and is staffed by specialised professionals connected through common
methodologies, tools and metrics. This strategy is designed to ultimately increase value for our
clients and our PwC member firms through improved productivity, enhanced quality and lower cost
of delivery.

Position Summary
The IFS Leader will assist the Chief Customer Officer (“CCO”) in the efficient running of the Center
(“PwC AC Manila”) by providing delivery and client service leadership with overall responsibility for
the delivery of IFS services. The IFS Leader will also work closely with the CCO to engage with
user territories, bring new territories into the Center and to consider, develop and implement new
services.

Reporting
The position reports to the Chief Customer Officer.

Direct report(s)
IFS Operations Leader, as the Internal Firm Services grow, direct reports are expected to increase.

MAJOR RESPONSIBILITIES

Operational strategy and business performance

● Provide leadership to the Center with overall responsibility for the delivery of IFS services.
This will include aspects relating to volumes, timeliness and quality and other service level
indicators.
● In collaboration with the IFS Operations Leader and Operations Managers, support the Center
in terms of coordinating quality and process improvement efforts across engagements and
ensure delivery teams are adhering to predetermined processes, quality and service level
agreements.
● Interact with the General Manager (“GM”) and CCO to assist in the development and successful
implementation of the Center’s overall business strategy. This will be critically important in terms
of capacity planning with user territories for the new IFS services onboarded.
● In collaboration with the GM and CCO, maintain and strengthen existing user territory business
relationships and establish business relationships with new user territories. This includes
communicating AC Manila’s business value proposition, alignment with user territory and IFS
LoS business objectives and ensuring that LoS and user territory issues and concerns are
addressed in the Center’s delivery of quality and effectiveness capabilities for the business.
● Collaborate within the Center and with user territory stakeholders to identify opportunities for
new or expanded services. Oversee the development and implementation of such services in a
manner that emphasises quality and customer value.
● With support from the IFS Operations Leader and Operations Managers, monitor and coordinate
resource utilisation and capacity planning, and knowledge and change management.
● Oversee and maintain the Center’s Quality Management System (QMS) as it relates to service
delivery. Ensure that periodic review and testing are undertaken and that improvements where
required are implemented.
● Facilitate the implementation of any process improvement programs.
● Engage where relevant with other ACs within the PwC Network to continue to develop PwC’s
remote delivery capabilities and to ensure that AC Manila is appropriately represented.
● Work with other functional representatives which may include Independence, Risk Management,
Workforce Operations, Information Technology (IT), Finance, Human Capital, etc. to help
develop and drive the Center’s overall service delivery strategy.

Quality and excellence

● This includes compliance with regulations as well as operational principles. It also involves
leveraging the PwC Global Network to realise the full benefits and experience.
● Track IFS performance metrics and recommend changes in the operational and quality process
in alignment with service delivery and business needs.
● Monitor security and compliance risks in relation to the performance of the menu of services (ie
service activities).

Leadership and people

● Is the advocate of continuous quality and performance improvement.
● Is responsible for monitoring IFS performance management and reporting metrics within the
Center as it relates to service delivery.
● Manages teams of people that execute and support service delivery and performance
improvement programs with a focus on rigorous controls and execution of the Center’s services
and service management activities.
● Be responsible for all direct reports including their coaching, performance evaluation, and the
restructuring of roles as necessary.
● Acts as a mentor to key developing talent and future leaders and ensures the quality of
management/leadership.

QUALIFICATION REQUIREMENTS

Education Background: ● Undergraduate degree or above from a recognised tertiary

institute relevant to a senior management position
Work Experience: ● Must have a minimum of 8-10 years of strong operational
and client delivery experience and have worked in senior
management roles relating to IFS and/or other LoS typically
offered by an international accounting firm, in an MNC’s
shared services centre or in BPO.
● A mix of delivery center experience is preferred.
● Demonstrated client service experience in engaging with
stakeholders at several levels, including a mix of client
CSuite executives, Boards of Directors and/or senior
management and leadership.
● Skills should include client service management, demand
and capacity planning, business development, coaching and
personnel management and strategic planning.
● Excellent people skills, with an ability to partner with a
dynamic leadership team.
● Personal qualities of integrity, credibility, and commitment to
PwC’s values and code of professional conduct.
● Flexible and able to multitask - can work within a fast
moving environment, while also driving toward clarity and
solutions; demonstrated resourcefulness in setting priorities
and guiding investment in people and systems.
● Play a leading role in creating a work environment
consistent with PwC values on people and one that assists
in the attraction, retention and development of appropriate
human capital.

Specific technical skills ● Competency in understanding quality and risk management

principles and requirements as they relate to an
international accounting firm, MNC’s shared services center
or in BPO.
● Competency in understanding the nature and delivery of
IFS, Assurance, Tax, Advisory or other business process
outsourcing services typically delivered by an international
accounting firm or in an MNC’s shared services center.
Other capabilities ● The IFS Leader must have strong written and verbal
communication skills and must be fluent in English.
● Should be comfortable working and communicating with
team members at all levels including senior management
and the AC Board, as well as all levels within the territories
that the AC Manila supports, or may support in the future.