Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Operations

Management Level

Manager

Job Description & Summary

A career in our Human Resources Function practice, within People and Organisation services, will provide you with the opportunity to help our clients reset their talent strategies and deliver extraordinary business results through their people. We focus on evaluating and managing their unique challenges so our clients can maximise their return on the overall investment in human capital. You’ll gain a tremendous depth of expertise in all aspects of human capital, including creating sustainable value through people culture and change, designing compensation and retirement strategies, and improving human capital operations.

Our team helps our clients assess and improve the effectiveness of their Human Resources functions in enabling the business to maximise return on their human capital. You’ll focus on assessment and enhancement of an organisations Human Resources functional capability through policy change, process optimisation, and performance monitoring.

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 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:

Develop new skills outside of comfort zone.Act to resolve issues which prevent the team working effectively.Coach others, recognise their strengths, and encourage them to take ownership of their personal development.Analyse complex ideas or proposals and build a range of meaningful recommendations.Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.Address sub-standard work or work that does not meet firm's/client's expectations.Use data and insights to inform conclusions and support decision-making.Develop a point of view on key global trends, and how they impact clients.Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.Simplify complex messages, highlighting and summarising key points.Uphold the firm's code of ethics and business conduct.

    

 Role Responsibilities

●        Navigates highly sensitive/risky issues by communicating with stakeholders and people support teams to drive resolution

●        Works with Senior Associates to enhance employee experience and provide oversight of Associates

●        Identifies systemic issues and crafts remediation plan for future

●        Ownership of specific product(s) supported, managing the stakeholder relationship

 

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:

High School Diploma

 

Minimum Years of Experience:

10+ years

 

Basic Knowledge/Skills:

Demonstrates some knowledge and/or a proven record of success in the following areas:

●        Understanding employee requests by using knowledge, effective research, probing questions and troubleshooting methods;

●        Communication with leaders and stakeholders, managing the relationship and holding them accountable to internal contracts;

●        Coaching of team members, providing feedback that is prompt and respectfully communicated;

●        Make decisions and solving problems independently, expectation to consult with a supervisor on more difficult issues;

●        Ability to identify common trends or opportunities utilizing data to suggest and enact proactive process improvements

●        Empathy to understand and relate to customers' emotions and concerns. Can practice patience when dealing with frustrated or confused customers, allowing the representative to remain calm and helpful;

●        Utilizing relevant technology, such as Genesys, Microsoft Office (Excel, PowerPoint, Word), Workday, ServiceNow and other firm sponsored web-based technologies;

●        Clear and articulate written and verbal English communication skills with employees on complex and sensitive subject matter in manner;

●        Time zone availability is important;

●        Accomplishing several responsibilities in coordination of each other (i.e. researching an HR solution while conversing with an employee via phone or chat);

●        Overseeing the resolution of high priority issues to ensure a timely, complete resolution that meets/exceeds customer expectations;

●        Coordinating and communicating responses between technical teams and customers during the lifecycle of an issue

 

 

Preferred Qualifications:

Degree Preferred:

Bachelor Degree

 

Preferred Knowledge/Skills:

Demonstrates some knowledge and/or a proven record of success in the following areas:

●        Experience working in customer service and/or a contact center, Human Resources or working with employees located in the US;

●        Working with confidential data;

●        Display a positive attitude.  Seeking candidates who exhibit optimism, enthusiasm, and a willingness to go the extra mile to ensure customer satisfaction;

●        Adapting to a rapidly changing environment or  changing circumstances that can remain composed, and adjust their approach as needed;

●        Maintaining performance metrics and managing queue of customer service requests in accordance with KPIs;

Shift timings

9:00pm to 5:30am IST

6:00pm to 3:30am IST

     

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date