US Tech Process Improvement

<br>A career in Products and Technology is an opportunity to bring PwC's strategy to life by driving products and technology into everything we deliver. Our clients expect us to bring the right people and the right technology to solve their biggest problems; Products and Technology is here to help PwC meet that challenge and accelerate the growth of our business. We have skilled technologists, data scientists, product managers and business strategists who are using technology to accelerate change.
Our team is committed to delivering a great support experience and continuous process improvement. They are focused on providing support to address and resolve issues in a timely and efficient manner through a variety of mediums/channels. Customer Support responds to customer inquiries and resolves customer concerns. Support can be for a “product” (client facing application) or internally used software or hardware. Support recipient can be internal (PwC partner, staff or contractor) or an external PwC client. They proactively identify opportunities to simplify, automate, and eliminate issues.<br><br><p>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.</p><p></p><p>As a Senior Manager, you&
39;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:</p><p></p><ul><li>Encourage everyone to have a voice and invite opinion from all, including quieter members of the team.</li><li>Deal effectively with ambiguous and unstructured problems and situations.</li><li>Initiate open and candid coaching conversations at all levels.</li><li>Move easily between big picture thinking and managing relevant detail.</li><li>Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.</li><li>Contribute technical knowledge in area of specialism.</li><li>Contribute to an environment where people and technology thrive together to accomplish more than they could apart.</li><li>Navigate the complexities of cross-border and/or diverse teams and engagements.</li><li>Initiate and lead open conversations with teams, clients and stakeholders to build trust.</li><li>Uphold the firm&
39;s code of ethics and business conduct.</li></ul><p></p><p></p><p></p><br><br><p></p><p><b><u>Job Requirements and Preferences</u></b><span>: </span><br /><br /><b><u>Basic Qualifications</u></b><span>: </span><br /><br /><b>Minimum Degree Required</b><span>: </span><br /><span>High School Diploma</span><br /><br /><b>Minimum Years of Experience</b><span>: </span><br /><span>6 year(s) of demonstrating knowledge and experience in leading and managing a team through significant change, having success in challenging the status quo to improve the customer experience, and aligning team goals to the Firm and Technology strategies. </span><br /><br /><b><u>Preferred Qualifications</u></b><span>: </span><br /><br /><b>Degree Preferred</b><span>: </span><br /><span>Bachelor Degree</span><br /><br /><b>Preferred Fields of Study</b><span>: </span><br /><span>Computer and Information Science, Management</span><br /><br /><b>Preferred Knowledge/Skills</b><span>: </span></p><p>Demonstrates intimate-level knowledge and/or a proven record of success in the following areas:</p><ul><li>Directing, motivating, delegating and empowering team members in the successful performance of their responsibilities across multiple offices;</li><li>Identifying growth opportunities for team members;</li><li>Building and sustaining high performance culture for the team;</li><li>Directing, motivating, delegating and empowering the team members in the successful performance of their responsibilities across multiple offices;</li><li>Coaching team members on career progression;</li><li>Actively participating in the human resources processes including hiring, annual performance reviews, and terminations;</li><li>Planning and delivering team building events;</li><li>Innovating and driving continuous process improvements to facilitate a consistent and positive internal customer technology support experience through process simplification, automation and issue elimination;</li><li>Driving the use of analytics to identify innovative opportunities to improve the customer experience;</li><li>Providing budget oversight, coordinating annual budget planning activities, and performing monthly budget reconciliation;</li><li>Managing teams to deliver reporting, ticket management, trend analysis, RCAs, key performance metrics, survey follow up and ticket quality audits;</li><li>Seeking out customers to ask for service delivery feedback and suggestions;</li><li>Managing team to achieve key performance metrics;</li><li>Providing regular feedback to team and service providers and establishing improvements;</li><li>Building relationships with stakeholders;</li><li>Encouraging innovation and knowledge sharing;</li><li>Managing and delivering projects by developing the project team, assessing project engagement risks throughout, and driving conclusions;</li><li>Displaying an interest in innovation and commitment to continuous learning; and,</li><li>Demonstrates thorough knowledge about new technologies and sharing knowledge.</li></ul><br>At PwC, our work model includes three ways of working: virtual, in-person, and flex (a hybrid of in-person and virtual). Visit the following link to learn more: https://pwc.to/ways-we-work.<br><br>PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.<br><br>All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.<br><br><br><br> <span style='display:none'>364806 364806WD</span>