AC Manila - Virtual Concierge Senior Associate

Line of Service

Industry/Sector

Specialism

Management Level

Job Description & Summary

The Virtual Concierge team provides necessary administrative support to internal teams and Executives in PwC Australia while working remotely. The Virtual Concierge Senior Associate will assist the Manager in the efficient running of the Virtual Concierge services by providing delivery and client service leadership. 

As a Senior Associate, he/she will work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. The Senior Associate is primarily responsible for understanding the service delivery model and the Virtual Concierge suite of services and comprehending how workflow is managed within the workflow management tool during their participation in the delivery of services. This includes taking ownership of tasks assigned by the Manager, performing technical reviews, ensuring the high quality outputs accomplished by the staff and monitoring that results of work performed are documented in an optimal and required manner.

Key Responsibilities:

Operations 

• Build strong relationships with AU BSC stakeholders on a regular basis to understand client delivery priorities, timetables and client service expectations.

• Maintain working knowledge of BSC User Guides and be able to effectively implement development programs, conduct technical training and coach staff and resolve issues arising in delivery of service.

• Manage the team’s daily workload and productivity;  this includes coordinating and management of absences such as holiday/sickness/personal time off and ensuring that there is adequate capacity to cover BAUs in the team. 

• Assist in managing volumes/resource capacity, coordinate quality and process improvement efforts across engagements and ensure delivery team members are adhering to predetermined processes, quality and service level agreements.

• Perform reviews and deliver high quality output to the clients in accordance with the service process guidelines and client requirements.

• Raise relevant review points and conduct relevant discussions with the staff to facilitate a continuously learning environment for the team.

• Facilitate implementation of any process improvement programs.

• Manage performance of staff and address disciplinary/performance issues with follow through actions, documentation and development plans.

• Provide high quality administrative support to PwC AU stakeholders, as identified and assigned.

Quality and excellence

• Drive service delivery excellence within the team by collaborating with Q&C team in implementing quality standards and protocols. This includes ensuring the team’s compliance with regulations as well as operational principles.

• Track the team members performance metrics and action on opportunity areas in alignment with client service and business needs.

• Monitor security and compliance risks in relation to the performance of the menu of BSC services.

Leadership and people

• Provide proactive leadership and intentional stakeholder engagement and promote a culture that encourages top performance and high morale

• Utilizing problem-solving and organizational know-how, as well as demonstrating an orientation toward meeting business needs, expectations and deadlines, to lead by example, including being regarded as a leader among his/her peers.

• Is the advocate of continuous quality and performance improvement

• Is responsible for monitoring BSC performance management and reporting metrics

• Responsible for all direct reports including their career development, performance evaluation and the restructuring of the team, as necessary.

• Acts as a mentor and coach to key developing talents

Essential Requirements:

• Work Experience: At least five (5) years relevant work experience in customer service, operations and project management and at least one (1) year in a supervisory position

• Must possess a superior working knowledge of the following applications consistent with Firm’s standards: 

  • MS Office applications, particularly Powerpoint and Word

  • Google Suite applications, particularly Slide and Doc

• Excellent written and verbal English communication skills.

• Exceptional client relationship and stakeholder management skills.

• Holds a strong business acumen with the ability to make sound judgment and quick decisions.

Preferred Experience / Skills:

• Proven experience as a team leader:

  • managing a team

  • seeking diverse views to encourage improvement and innovation

  • participating in various staff and retention activities

  • coaching staff including providing timely meaningful feedback

• Demonstrate extensive ability and/or proven record of success in identifying and addressing client needs.

• Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.

• Must be able to meet deadlines in a fast-paced environment.

• Strong ability in working effectively and communicating with team members at all levels, including senior management.

ALL ABOUT PwC AC Manila

We are a community of solvers with a clear mission: to empower PwC member firms in over 20 countries by delivering quality services in Trust Solutions (Assurance, Tax), Advisory and Business Services, thereby building trust and driving sustained outcomes for our clients.

Our team of over 3,000 professionals brings together a diverse range of talents, creating a workplace that promotes inclusivity, innovation, collaboration, and a strong dedication to providing excellent client service. Through My+, we offer a brand-defining people experience in the areas that matter the most: Well-Being, Total Rewards, Development and Community.

PwC Acceleration Center Manila has been certified as a Great Place to Work for two consecutive years, highlighting its exceptional work environment and employee satisfaction. The center's commitment to inclusivity and diversity is evident in its practices and policies, fostering a culture of collaboration and respect. Additionally, PwC Acceleration Center Manila has experienced significant employment growth, attracting and retaining top talent while providing ample career opportunities and professional development for its employees.

Our firm's evolution is a testament to our commitment to growth and transformation. We are continuously expanding horizons, leveraging tech-driven teams to deliver unparalleled client experiences and groundbreaking solutions. Together, we forge the path to endless possibilities!

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

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Required Skills

Optional Skills

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Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date