AES Senior Manager – CX Customer Managed Services - AC

Job description

Industry/Sector Not Applicable Specialism Salesforce Management Level Senior Manager Job Description & Summary The Opportunity Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day. As an AES Senior Manager – CX Customer Managed Services - AC, you will lead the delivery of managed services, focusing on optimizing client operations and enhancing efficiency. Within our Commercial & Service Excellence practice, you will leverage your skills to streamline processes and manage key functions on behalf of clients, confirming seamless execution and quality service delivery. As a Senior Manager, you will apply your strategic advising skills to influence outcomes and solve complex challenges, fostering high-performing teams and driving operational success. In this role at PwC Acceleration Center India, you will engage in client and customer interactions, oversee data processing, and implement quality controls. You will be responsible for resolving escalations and queries, applying sound judgment to navigate complex situations. Your ability to craft clear, impactful messages and validate outcomes with clients will be crucial. By initiating open coaching conversations and making informed decisions, you will contribute to the development of diverse and inclusive teams, reinforcing professional standards and the firm's code of conduct. Responsibilities - Leading the execution of outsourced processes, including client and customer interactions, data review, and quality control implementation - Managing and resolving escalations and queries to maintain service excellence - Applying systems thinking to identify underlying problems and opportunities within managed services - Directing teams through complex situations, demonstrating composure and strategic problem-solving - Validating outcomes with clients and incorporating feedback to enhance service delivery - Developing and sustaining high-performing, diverse, and inclusive teams through coaching and open communication - Crafting and conveying clear, impactful messages that tell a holistic story to stakeholders - Overseeing compliance auditing and quality assurance processes to maintain operational standards - Utilizing analytical thinking and business process outsourcing skills to optimize service efficiency - Building and maintaining relationships with clients to support ongoing service management and delivery excellence What You Must Have - At least a Bachelor's degree - At least 12 years of experience - Oral and written proficiency in English required What Sets You Apart - Leveraging influence to drive client success - Innovating processes for operational excellence - Leading large projects with strategic advising - Developing high-performing, diverse teams - Applying systems thinking to identify opportunities - Validating outcomes and acting on client feedback - Demonstrating composure in complex situations Work with existing Managed Services leadership in the US and India to build the India delivery organization: workforce planning, hiring strategy, and recruiting for the initial Sales Operations delivery teams. ● Build the workforce management model — shift planning, capacity/utilization management, attrition management, and career pathing for delivery staff. ● Partner with AI and automation teams to embed agentic AI and automation into delivery workflows, reducing manual effort and improving service consistency over time. ● Lead transition-in of new client engagements from the U.S. offering and sales team, ensuring knowledge transfer, staffing ramp, and go-live readiness. ● Design and run onboarding and training programs for initial programs— process training, tool training, client-specific knowledge transfer, and continuous upskilling as processes and AI tooling evolve. ● Work with PwC consultants to develop process and content design for delivered services: standard operating procedures, work instructions, knowledge bases, and quality checklists for each in-scope process. ● Establish delivery quality and governance frameworks: SLA/KPI tracking, quality assurance and audit cadence, escalation management, and client governance reporting. ● Serve as the template-setter for how future India-based managed services teams are structured, trained, and governed as CX Managed Services expands beyond Sales Operations Travel Requirements Not Specified Job Posting End Date