Current Vacancies at PricewaterhouseCoopers (PwC)

Role Summary:

Specialising in Customs, the successful candidate will in conjunction with the rest of the team assist clients with complicated custom and excise levy issues which become crucial when a business is involved in the local manufacture and import of goods.

Qualifications / Certifications required:

• Bcom Law/ LLB/ Degree (hons) International Trade

Experience required:

• Keen interest in International Trade/ carbon Taxes/ Customs and excise

Responsibilities of role:

• Liaising with clients and colleagues to provide advice.
• Managing a range of assignments reporting to Managers/ Partners.
• Act as operational Client contact on a portfolio of clients.
• Expand professional network internally and externally.
• Management of billings, debtors and assignment budgeting.
• Compliance with risk management procedures.
• Report writing

Skill sets required:

• Analytical and solution driven
• Pro-active and committed to delivery
• Excellent time management skills
• Computer literate

Role related attributes:

• The ability to market our services and to establish contacts in the marketplace
• Self-motivated, pay attention to detail
• Excellent communication skills
• Strong interpersonal and management skills
• Ability to multitask

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Job Purpose

To manage the performance of the Service Desk to the business users and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Principal Accounatabilities

• Team Management: The Service Desk Manager is responsible for leading and managing a team of service desk consultants and support staff. This involves assigning tasks, monitoring performance, providing guidance and support, conducting performance evaluations, and fostering a positive work environment.
• Service Delivery: The Service Desk Manager ensures that the service desk operates smoothly and efficiently. They establish and enforce service level agreements (SLAs), set performance targets, and monitor metrics such as response time, resolution time, and customer satisfaction. They work to continuously improve service delivery processes and implement best practices.
• Incident and Problem Management: The Service Desk Manager oversees the handling of incidents and problems reported by users. They ensure that incidents are logged, tracked, and resolved within agreed-upon timeframes. They also analyze recurring problems and work with other teams to implement permanent solutions and preventive measures.
• Customer Relationship Management: Building strong relationships with users and stakeholders is essential. The Service Desk Manager acts as a point of escalation for complex or high-priority issues, ensures effective communication with users, and manages customer expectations. They promote a customer-centric approach within the service desk team.
• Staff Development and Training: The Service Desk Manager identifies training needs and provides professional development opportunities for the service desk staff. They stay updated on new technologies and industry trends to ensure the team's skills and knowledge are up to date. They may also organize training sessions and workshops to enhance the team's capabilities.
• Service Desk Operations: The Service Desk Manager oversees the day-to-day operations of the service desk, including managing service desk tools and systems, ensuring accurate documentation of incidents and resolutions, and coordinating with other support teams to resolve issues that require their involvement.
• Reporting and Analysis: The Service Desk Manager prepares regular reports on service desk performance, including key metrics, trends, and areas for improvement. They analyze data to identify patterns, recurring issues, and opportunities for enhancing service quality and operational efficiency.
• Vendor Management: In some cases, the Service Desk Manager may be responsible for managing relationships with external vendors or suppliers of IT services or support tools. They collaborate with vendors to ensure service level agreements are met, resolve issues, and evaluate new products or services.
• Implementation of AI-powered Solutions: The Service Desk Manager can explore and implement AI-powered solutions such as chatbots or virtual assistants. These intelligent systems can handle routine and repetitive inquiries, provide instant responses, and guide users through self-help options. The manager can oversee the deployment and customization of these solutions to ensure they align with AfricaTechnology service desk requirements.
• Knowledge Management: Develop and maintain a knowledge base that contains articles, FAQs, and troubleshooting guides. The Service Desk Manager must lead efforts to capture and organize knowledge, ensuring it is easily accessible to service desk staff and users. This allows for quick and consistent resolution of common issues and reduces the need for manual intervention.
• Automation of Routine Tasks: The Service Desk Manager can identify repetitive and time-consuming tasks that can be automated. They can work with automation tools or IT service management platforms to streamline processes, such as ticket routing, password resets, or software installations..

Minimum Qualifications

• Diploma or degree in computer science, information technology, or a related field.
• ITIL Certification

Experience

• 5 to 7 years in supervisory or managerial role
• Proven track record of developing a service desk team utilising ITIL processes
• Experience working in a service desk environment with at least 3 years’ experience managing a service desk team
• Experience of developing and maintaining service level agreements and operational level agreements

Key Knowledge & Skills

• Technical Knowledge: A strong understanding of IT systems, infrastructure, and commonly used technologies is essential. This includes knowledge of operating systems, networks, hardware, software applications, and ITIL (IT Infrastructure Library) best practices.
• Leadership and Management Skills: Strong leadership abilities, including the ability to manage a team, provide guidance and support, and resolve conflicts, are crucial for a Service Desk Manager. 
• Project management skills, the ability to prioritize tasks, and effective communication skills are also important.
• Problem-Solving and Analytical Skills: Service Desk Managers should have strong problem-solving and analytical skills to identify and resolve complex technical issues. They should be able to analyze data, interpret metrics, and make data-driven decisions to improve service desk performance.
• Customer Service Orientation: A customer-centric approach and excellent interpersonal skills are vital. They should be able to handle customer complaints, manage expectations, and ensure high levels of customer satisfaction.
• Communication and Documentation: Effective communication skills, both written and verbal, are essential for interacting with users, staff, and stakeholders. Service Desk Managers should also possess strong documentation skills to ensure accurate and up-to-date records of incidents, resolutions, and standard operating procedures.

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Role Summary:

Strategy&, PwC’s global strategy consulting business has an exciting opportunity available for a Fit for Growth consultant that will provide you with the opportunity to help clients seize essential advantages by working alongside business leaders to solve their toughest problems and capture their greatest opportunities. 

Fit for growth (FFG) is a strategic approach to cost transformation that connects choices about cost management, capability development, and organizational change. FFG is one of the most important strategic topics for client executives across all industries and a key component of PwC’s purpose statement to “Build trust in society and solve important problems”. This is a major focus and component of PwC’s strategy for the next decade.

Our Strategy& global strategy consulting business works with some of the world’s largest and most complex companies to understand their unique business issues and opportunities in an ever-changing environment. We help enable sustainable change by developing & aligning business strategy with capability & cost, ensuring a competitive advantage.

We are one of the top three strategy consultancies globally, bringing the very best strategic thinking to help clients solve their toughest problems, and build the differentiating capabilities they need to outperform their competitors. In joining, you’ll help develop strategies that translate into action and help our clients power ahead in fiercely competitive global markets.

Strategy& has several distinct characteristics, including a unique career track, a world-class and globally defined training curriculum, structured mentorship programmes, and leading people processes. 

When you join Strategy&, you join a global team with a proud heritage of pioneering ideas and through leadership. Strategy& focuses on the development of high impact and pragmatic strategies to solve complex problems and maximise market potential and differentiation. This is achieved through leveraging and strengthening core capabilities within the business and driving sustainable shareholder/stakeholder value and bottom line and impact. Our strategies incorporate detailed analytics, global and local leading practices and case studies, innovation, industry and domain SMEs, design business architecture and design of journey. 

Qualifications / Certifications required:

• Post graduate degree from a top tier University in either Engineering, Commerce, Mathematics and/or Actuarial Science

Experience required:

• Minimum 7 years’ strategic work experience within industry
• OR Minimum 5 years’ consulting experience at a top strategy consulting firm.
• Proven track record in the management and delivery of the full consulting cycle
• Strong Excel and Data analytics skills with experience in BI tools & SQL
• Tangible experience and evidence in business optimization, cost reduction, operating model change, innovation and digital transformation
• Strong understanding and exposure to strategy and consulting work
• Able to demonstrate involvement in delivery of complex projects
• Experienced in defining, delivering and validating impact-based initiatives

Responsibilities of role:

You will work as part of a team of problem solvers with extensive consulting and industry experience, helping our clients solve their complex business issues from strategy to execution. Your responsibilities on client assignments will include:

• Shape, manager and deliver projects to meet and exceed the expectations of our clients and our own quality criteria
• Manage, lead and inspire client engagements
• Oversee client assignments through to natural conclusion
• Manage client, internal leadership and other relevant stakeholder relationships
• Manage client risks, governance and project administration (including financial management, project profitability, scope and timelines)
• Build productive and lasting relationships within Strategy& and PwC at all levels and be seen as a valued member of the office community 
• Develop high quality proposals and support other business development initiatives.
• Be actively involved in business development activities to help identify and research opportunities on new/existing clients
• Develop internal relationships and your brand within Strategy& and PwC

Skill sets required:

• Able to work cross functionally with PwC competencies in a seamless and cohesive manner
• Be culturally and diversity aware and supportive of our South African and African contexts
• Demonstrate deep knowledge and awareness of current market trends and activities of key competitors
• Develop and shape proposals and propositions across countries, functions, sectors and accounts
• Adhere to and promote quality and risk management standards
• Focus on improving profitability while managing business risk
• Excellent oral, written and interpersonal communication skills to facilitate interaction across hierarchies and functions
• Demonstrate near expert level of analytics and attention to detail, whilst having the ability to articulate the situation and identify high level issues 
• Possess the flexibility and commercialism to manage a diverse range of responsibilities in a dynamic and results oriented environment.
• Able to demonstrate flexibility in adjusting to highly varied projects and rapidly coming up the learning curve in unfamiliar industries and functions 
• Proven track record of successfully completing a variety of projects, ranging from strategy definition, opportunity identification & solution design, initiative implementation, cost reduction and business optimization across industries
• An individual that is able to work with people in team environments or alone as required

Role related attributes:

• Ability to work within and lead teams in an autonomous strategic, consulting environment and be seen as a strong team player with excellent communication and client handling skills
• Self-motivated and capable of developing innovative approaches to difficult issues
• Excellent attention to detail
• Highly analytical mind and structured thinking with sound business judgment and maturity, including the ability to develop a “big picture” view (intellectual curiosity) 
• Ability to build strong relationships at all levels of the organisation (client and internal), rapidly building rapport, establishing your credibility and gaining trust 
• Good organizational, time management and planning skill
• Positive outlook and contributor to a healthy team environment