SATIC : Business Services Lead

Management Level

Director Job Description & Summary

At PwC, our people in management consulting focus on helping clients seize essential advantages by working alongside business leaders to solve their toughest problems and capture their greatest opportunities. They work with some of the world’s largest and most complex companies to understand their unique business issues and opportunities in an ever changing environment. These individuals help create sustainable change by stimulating innovation, unlocking data possibilities, navigating risk and regulatory complexity, optimising deals, and aligning costs with business strategy to create a competitive advantage. Management consultants help the world’s most significant organisations, public and private, quickly become more effective. They improve the way organisations operate; manage costs; better align people, process and technology initiatives; support business growth to maintain or improve competitive edge and complete market and regulatory risk assessment.

As a management consulting generalist at PwC, you will play a vital role in helping clients optimise their operations, improve performance, and achieve strategic objectives. Your work may include analysing business data, developing strategies, supporting management teams, collaborating across teams, optimising tools and technology, improving organisational performance, monitoring compliance, and/or managing change. Translating the vision, you set the tone, and inspire others to follow. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders. You are expected to be a guardian of PwC's reputation, understanding that quality, integrity, inclusion and a commercial mindset are all foundational to our success. You create a healthy working environment while maximising client satisfaction. You cultivate the potential in others and actively team across the PwC Network, understanding tradeoffs, and leveraging our collective strength.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Lead in line with our values and brand.
• Develop new ideas, solutions, and structures; drive thought leadership.
• Solve problems by exploring multiple angles and using creativity, encouraging others to do the same.
• Balance long-term, short-term, detail-oriented, and big picture thinking.
• Make strategic choices and drive change by addressing system-level enablers.
• Promote technological advances, creating an environment where people and technology thrive together.
• Identify gaps in the market and convert opportunities to success for the Firm.
• Adhere to and enforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firm's code of conduct, and independence requirements.

About PwC SATIC and the role

PwC’s South Africa Technology and Innovation Centre (SATIC) is a human-led, tech-powered delivery hub focused on solving complex challenges for global clients. It combines deep expertise with cutting-edge technology to drive innovation, operational excellence, and positive societal impact.

Summary:

The Business Services Director at SATIC is an executive leadership role accountable for defining, governing, and continuously advancing the Business Services strategy across SATIC. As a member of the SATIC Executive Team, the Director provides enterprise-level leadership across Risk Services, Bid Management, People Services, Administrative Services, Data & Insights, and Data & Reporting Services. The role is responsible for translating

network and territory priorities into scalable service strategies, embedding robust governance and quality frameworks, driving technology-enabled transformation, and ensuring commercially sustainable, high-impact outcomes across all supported territories.

Qualifications / Certifications required:

• Bachelor’s degree in Business Administration or a related commercial field. MBA preferred.
• Bachelor’s degree in Business Administration or a related commercial field. MBA preferred.
• Certifications in Lean Six Sigma, Business Process Re-engineering and Project Management advantageous.

Experience required:

• Minimum of 10–15 years’ progressive experience in Global Business Services, Shared Services, professional services, or large-scale operations, including significant senior leadership accountability.
• Demonstrated experience leading complex, multi-function back-office or business services operations across multiple territories or stakeholder groups.
• Proven capability to lead large, diverse teams through leaders of leaders, with accountability for capability development, succession planning, performance outcomes, and culture.
• Extensive experience influencing executive stakeholders, managing strategic governance forums, overseeing operational risk, and delivering measurable service, quality, and commercial improvements.

Responsibilities of role:

Strategic Leadership & Transformation

• As a member of the SATIC Executive Team, define and execute the Business Services strategy, ensuring alignment to SATIC’s growth agenda, PwC network priorities, and territory service expectations.
• Lead enterprise-wide transformation across services such as onboarding, territory contracting, recruitment, performance enablement, reporting, and operational support, ensuring change is embedded sustainably.
• Champion AI, automation, analytics, and process excellence to improve service maturity, productivity, customer experience, and decision-making across the Business Services portfolio.
• Uphold the firm’s code of ethics and business conduct.

Operational Excellence

• Provide executive accountability for BAU performance across all Business Services functions, ensuring reliable delivery, operational resilience, service quality, cost discipline, and continuous improvement.
• Set and govern operating standards, SOPs, controls, performance metrics, and escalation frameworks to ensure consistent execution across services and territories.
• Own executive-level KPI, SLA, risk, and service performance reviews, translating insights into prioritised actions that improve delivery, stakeholder confidence, and business outcomes.
• Embed quality assurance practices across service delivery to ensure consistent, reliable, and high-quality outcomes.

Stakeholder Engagement & Governance

• Act as the senior executive interface between SATIC, PwC territories, internal firm services, and relevant leadership groups, building trusted relationships and ensuring strategic alignment.
• Establish and maintain governance mechanisms that support risk management, compliance, issue resolution, decision-making, and transparent reporting to executive stakeholders.

People Leadership & Capability Development

• Lead a large, multi-disciplinary Business Services workforce through direct and indirect leadership, creating a high-performance, inclusive culture anchored in accountability, trust, quality, and collaboration.
• Build leadership depth and future capability through succession planning, talent development, workforce planning, coaching, and structured career pathways aligned to the future needs of SATIC.

Service Innovation & Client Impact

• Define and govern the Business Services catalogue, ensuring services are strategically positioned, commercially sustainable, scalable, and responsive to evolving territory and client needs.
• Drive enhancement of client services through executive oversight, leveraging feedback-driven strategies for continuous improvement.
• Manage service level agreements in accordance with client expectations.
• Implement structured feedback loops and customer satisfaction surveys to support service advancements under executive supervision.

Territory and Service Growth

• Lead