Line of Service
Internal Firm ServicesIndustry/Sector
Not ApplicableSpecialism
IFS - Internal Firm Services - OtherManagement Level
Senior AssociateJob Description & Summary
At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients.As a managed service delivery generalist at PwC, you will execute outsourced processes, such as client and customer interaction; data review, enrichment and processing; implementing and monitoring quality controls; and resolving escalations and queries.
Job Details
Job Summary:
What does this role aim to achieve in the firm/what impact does the role create
The Business Analyst is a pivotal driver of operational excellence, working closely with function lead to define, document, and enhance processes. By driving standardization and introducing best practices, the Business Analyst enables seamless service delivery, supports scalability, and fosters innovation. This role is instrumental in identifying automation opportunities and optimizing workflows to enhance efficiency and effectiveness in service delivery.
Roles and Responsibilities:
Daily tasks and delivery expectation
Define and document new and existing service processes, ensuring clarity and standardization.
Drive continuous improvement by analyzing workflows, identifying bottlenecks, and implementing enhancements.
Identify, evaluate, and implement opportunities for automation to enhance efficiency and service quality.
Maintain ownership of process documentation, ensuring accuracy, consistency, and accessibility.
Lead and manage projects, ensuring alignment with stakeholder expectations and business objectives.
Establish and enforce standardized methodologies for process and workflow documentation.
Integrate automation and innovation seamlessly into service delivery frameworks.
Provide stakeholders with accurate, actionable documentation and insights to support decision-making.
Foster collaboration across teams to drive a culture of continuous improvement and innovation.
Serve as the central authority for process documentation, ensuring it is accurate, consistent, and accessible.
Manage and oversee process improvement projects and ensure smooth service transitions.
Coordinate UATs for new solutions, ensuring they align with defined processes and meet business needs.
Expected Skills:
Specific learned abilities or technical skills
Demonstrated experience in managing projects, ensuring alignment with stakeholder objectives and timely delivery.
Knowledgeable in leveraging project management frameworks like Agile, Scrum, or PMP methodologies for efficient execution and collaboration.
Proven expertise in documenting workflows and processes to ensure clarity and standardization.
Proficient with tools such as Visio, Lucidchart, or Miro for creating detailed process maps.
Skilled in identifying automation opportunities and implementing quick-win solutions to drive operational efficiency.
Hands-on experience with automation tools like Power Automate, Excel Macros, or similar platforms.
Competent in leveraging data analytics tools such as Excel, Tableau, or Power BI to derive actionable insights.
Expected Competencies:
Values, behaviors & attitude
Analytical Thinking & Strategic Vision
Technical expertise across various domains. Stay updated with industry standards and emerging technologies.
Communication Skills, effectively communicate complex technical concepts to diverse audiences.
Collaboration with cross-functional teams
Staying flexible and agile in responding to new challenges and opportunities within the managed services environment.
Innovation & excellence. Explore new ideas to meet evolving client needs and industry trends, whilst maintaining high standards of quality, accuracy, and efficiency in all aspects of managed service delivery.
Integrity, uphold ethical standards and transparency in all decision-making processes.
Required Language Skills:
Proficient in written and spoken English. Arabic is a plus
Minimum Education and Specific Qualification:
Years of Experience: 3-6 Years
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
Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Business Process Outsourcing, Claims Performance Management, Communication, Complaint Management, Compliance Auditing, Compliance Review, Contract Review, Corrective Actions, Creativity, Customer Data Management (CDM), Customer Due Diligence, Customer Handling, Data Entry, Data Quality, Data Quality Assessment, Delivery Excellence, Embracing Change, Emotional Regulation, Empathy, Inclusion, Intellectual Curiosity {+ 20 more}Desired Languages (If blank, desired languages not specified)
Travel Requirements
Not SpecifiedAvailable for Work Visa Sponsorship?
YesGovernment Clearance Required?
NoJob Posting End Date