SATIC: HC Ops Manager

Management Level

Manager Job Description & Summary

At PwC, our people in people operations primarily focus on managing the people lifecycle and the day-to-day operational tasks related to managing employees. This includes activities such as employee onboarding, offboarding, payroll and benefits administration, absence management, employee record-keeping, compliance with labour laws and regulations, and managing employee inquiries and issues. These individuals enable HR processes and systems to run smoothly in order to efficiently support our workforce.

Those in human resource operations at PwC will focus on all areas of Human Resources and the business in executing Human Resources related transactions and administrative activities. You will be a primary HR point of contact in the resolution, escalation or routing of inquiries as needed in line with HR protocols and guidelines, as well as be part of a team of problem solvers that help solve complex business issues from strategy to execution. Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.

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

• Analyse and identify the linkages and interactions between the component parts of an entire system.
• Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
• Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
• Develop skills outside your comfort zone, and encourage others to do the same.
• Effectively mentor others.
• Use the review of work as an opportunity to deepen the expertise of team members.
• Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
• Uphold and reinforce 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

At PwC's South Africa Technology & Innovation Centre (SATIC), a hub for technological advancement and innovative solutions, the Manager, B usiness Service HC Ops for the UK territory. The HC Ops Manager role is operationally focused and will work alongside a range of teams in the UK People Lifecycle , as well as manage a group of Senior Associates from joining PwC all the way through their caree rs with us. The Manager will develop to become a Subject Matter Expert in a range of People Lifecycle activities, to effectively coach Senior Associates and deal with complex queries/situations.

Summary:

This role will support the PWC UK People Lifecycle teams in delivering high volume HR operational activities across the employee lifecycle. The role is focused on operational excellence and continuous improvement, identifying opportunities for enhancing efficiencies through process simplification and technology.

Reporting into the HC Ops Lead/ Senior Manager the role will manage and grow a team of Senior Associates operating across a range of HR activities including, C ase management, Onboarding, Performance Management, Query Management, large scale cycle processes (such as Performance, Reward, Talent, Benefits and Holiday renewal), supporting Career and Talent Coaches in their roles, owning and maintaining people related knowledge on the PWC UK portal and liaising with business stakeholders.

Qualifications /

Certifications required:

A relevant Bachelor's degree (NQF Level 6 or 7) in Human Resources, Education, Business Administration, Industrial/Organizational Psychology , or equivalent

Experience required:

• Minimum of 10 years’ experience in the HR Generalist role
• Minimum 6 years of experience in an HR management role
• Experience leading multi-disciplinary Human Resources teams in a shared services environment
• Experience working in a global delivery environment advantageous Responsibilities of role:

Operational leadership and service delivery

• Manage offshore day-to-day operations: allocations, development, and wellbeing.

• Ensure adherence to Service Level Agreements aligned to territory expectations

• Oversee case allocation, progress tracking, quality assurance, and outcome delivery

• Oversee the management of employee cases within Navex and associated case management systems.

• Deliver monthly HC Ops reporting to track progress and outcomes.

• Ensure compliance with territory requirements and operational standards

• Track utilization to ensure efficiency and balanced workloads.

• Collaborate with the Senior manager to establish quality measurement frameworks and SOPs to monitor service excellence.

• Collaborate with the Senior manager to d efine and track KPIs to measure impact, performance, and continuous improvement

• Work closely with stakeholders across the People Lifecycle to drive the operationalisation of People related activity, including (but not limited to) Performance & Reward, Onboarding and First Five Years (graduate population)

• Continuously improve the information (relating to People processes and policies) that PwC staff can access via knowledge articles

• Effectively manage BAU activities

• Effectively plan and manage cyclical processes and activities

• Become a Subject Matter Expert in a range of People Lifecycle activities , in the capacity of a Lead or Manager for specific activities across the employee life cycle (Compliance Appeals, PIPs, First Five years/Early careers population management, PIPs, Health and Wellbeing, Onboarding and various projects across the people lifecycle team).

• Effectively coach Senior Associates and deal with complex queries/situations Stakeholder Engagement

• Communicate effectively with varied stakeholders and territory leaders.

• Act as a key liaison between operational delivery teams and subject matter experts.

• Act as the escalation points for behaviours and performance

• Actively drive collaborative outcomes and ensure effective team integration

• Working closely with onshore People Teams to deliver on new initiatives Team Management

• Coach and mentor the Senior Associates .

• Provide pastoral care, resolve team conflicts, and support wellbeing.

• Conduct regular team huddles, operational reviews, and guidance sessions Drive team engagement through team days, regular HC OPs meetings, and check-ins.

• Develop structured change management plans to minimize disruption

• Act as a role model for adaptability and resilience.

• Ensure continuous improvement cycles are embedded in operations.

• Support onboarding and capability development of new team members. Process Improvement & Continuous Improvement

• Develop and refine operating procedures, guidance documents, and service delivery frameworks.

• Identify opportunities for automation, reporting improvements, and efficiency gains.

• Support implementation of AI, reporting, and workflow enhancements within operational processes.

• Lead teams through organizational and technological change. Governance & Risk Management

• Ensure accurate documentation, audit trails, follow-on actions, and case closure requirements are maintained.

• Drive adherence to standard operating procedures and regulatory requirements.

• Ensure compliance with PwC policies, legal requirements, and regulatory standard