Quality & Operations Manager

Job description / Role

Line of Service
Internal Firm Services

Specialism
IFS - Risk & Quality (R&Q)

Management Level
Manager

Job Description & Summary
The Quality & Operations Support - Manager is part of the Quality & Operations team and operates across all lines of service.  The objective of the Quality & Operations Team is to continually design, implement, provide ongoing support and management of ways in which the Firm can better, more proactively, manage delivery risk.  Increasing the quality of our delivery through bringing a distinctive level of quality  experience to our Clients, the Firm and our People.  In addition the team is responsible for the day to day and strategic operations of the Salesforce Risk module including KYC / KYC Hub.

Primary responsibilities

- Lead Salesforce Risk Module - Client & Engagement Acceptance and KYC (know your client).
- Act as the ME point of contact for Acceptance Salesforce discussion and initiatives with Global teams.
- Act as the ME point of contact for KYC Hub discussion and initiatives with Global teams.
- Act as the the Middle East Questionnaire Administrator - Acceptance questionnaires design, enhancements and implementation, dealing with both Global required changes as well as ME LoS.
- Acceptance and KYC UAT Lead (User acceptance testing).
- Manage and coordinate Business support for technical issues liaising with Acceptance and KYC Hub Global teams.
- Manage and coordinate data clean up exercises as required, liaising with Global and ME LoS R&Q teams and SF representatives.
- Design and deliver trainings to the ME business on new SF Acceptance and KYC Hub releases.
- Build and coordinate a Data Analytics initiative using as a source the Acceptance Salesforce data.
- Discuss with LoS R&Q and CRO to keep the high-risk triggers updated and relevant.
- Act as a key resource and liaison to other functional areas of the Business, building cross-functional relationships as needed.
- Lead a team of 4 Associates to support all SF Risk module and KYC requirements.

Customer - Quality - Subject to capacity

- Support the Enterprise Risk Management programme.
- Conduct quality assurance on the ECR files (Engagement Compliance Reviews).
- Prepare Partner feedback dashboard for R&Q performance.
- Responsible for supporting on continuous review of the programmes to implement improvements and ways in which to better add value to the Businesses, applying digital tools and a constant improvement mindset.
- Consider ways in which efficiencies and greater data outputs can be gained through each of the quality programmes, individually as well as looking at them as a whole.
- Responsible for supporting on continuous improvements and innovative ideas on all areas of Risk & Quality.
- Support in the continuous review and improvement of quality through the engagement lifecycle, identifying  ways in which we can deliver a distinctive quality experience, manage delivery risk and make R&Q easier to do business with.
- Support in the implementation and regular review of a Governance Framework and / or quality checkpoints including  a potential Quality Plan.
- Lead, be responsible for, conduct, participate in various ad hoc projects assigned by the CRO.

Customer - Operations - Subject to capacity

- Provides support for various Operations related activities for the wider Risk & Quality team, such as, team activities, ideas in relation to building a more cohesive team and maintaining regular communications
- Lead, be responsible for, conduct, participate in various ad hoc projects assigned by the CRO.

Internal Process

- Updating a number of Risk & Quality systems.
- Be involved in various R&Q activities and new initiatives.
- Identify areas of potential improvements in various R&Q policies and processes and Financial
- Adhere to the Quality & Operations budget.
- Learning and Growth.
- Adhere to policies and procedures.
- Act as a key resource and liaison to other functional areas of the business, building cross-functional relationships as needed.

Requirements

Education

- A professional or academic qualification (degree level or equivalent), or extensive relevant and practical experience.
- Language
- Fluency in English required, proficiency in Arabic is advantageous.
- Overall Experience
- 4+ years of relevant experience.
- Specific Experience
- Experience in the Professional Services industry in a top tier Big 4 firm preferred.
- Knowledge and Skills
- Strong analytical skills
- Problem solving skills
- Risk averse/risk management skills
- Process oriented 

Organization skills

- Thoroughness and eye for detail.
- Time management skills and proactivity.
- Strong verbal and written communication skills.
- Ethical conduct.
- A conscientious, ambitious team player, with good self-management skills and an ability to take initiative.

About the Company

At PwC Middle East, we've set out an ambitious purpose and strive to live it everyday: to solve important problems and build trust in society.

We're a community of solvers that come together in unexpected ways to build trust and create sustained outcomes. We solve important problems, support one another as we grow, develop and build fulfilling careers.

PwC provides industry-focused services for public and private clients across Assurance and Audit, Deals, Consulting, Tax and Legal. We draw on our development legacy that brings together the collective experience of over 7,000 people in our region with offices across 12 countries to solve for tomorrow.

We're striving to consistently deliver innovative work that builds trust and delivers sustained outcomes. And we're proud of the strength that comes from all our different backgrounds and experiences and we value everyone's uniqueness. We thrive in uncertainty, operate with integrity and leverage the diverse perspectives of our teams.

If you're looking for a place that fuels your ambition to make a difference, that matches your curiosity with continuous learning opportunities and reimagines ways of working to enable you to lead a more balanced life, then you're a future PwCer.