HR Service Desk Manager

Management Level

Job Description & Summary

Kia Ora, 

It’s a great time to be joining PwC New Zealand - a community of solvers that lead with the heart and live by our values. Join us and make a meaningful impact while working with cutting-edge tech.

Ngā Kōrero mo tēnei tūranga / About the role

Are you ready to play an integral role in transforming and enhancing the People & Culture (P&C) experience at PwC? We are seeking a dynamic leader with expertise in team management, HR best practices, and service delivery to join our P&C Connect team. In this critical role, you will drive operational planning, process improvements, and capability development, ensuring an exceptional experience for our people. Your hands-on experience in a P&C Service Desk environment will be crucial in setting the strategic intent and executing our P&C transformation initiatives. Collaborate with cross-functional teams, maintain stakeholder relationships, and lead the journey of continuous improvement in customer experience. 

• Leading and developing a team of engaged, dedicated P&C Connect HR professionals, building a great team culture

• Ensure tiered advice is consistent with any legislation, policies, procedures and standards, where appropriate

• Supporting the team to deliver tier 1 support across the entire employee life cycle alongside involvement in projects like early careers and EOY activities

• Champion continuous improvement, using best practice to improve service and efficiency

• Formulate strategies to triage and manage P&C Connect work proactively to optimise response time, resolution time and customer satisfaction Develop and leverage relationships to facilitate the accomplishment of goals

• Implement relevant and meaningful standard operating procedures and processes to meet customer, team and organisational expectations

• Develop, measure and monitor Service Levels in accordance with the firms requirements 

Ngā pūkenga kei a koe / Skills and experience

• Proven experience in a HR Service Desk Manager position

• 5+ years of HR generalist experience

• Demonstrated understanding of Incident Management, Problem Management and Change Management principles

• Previous experience or working knowledge of Workday (desirable)

• Demonstrated experience in driving improvements in Service Desk efficiency and quality of service

• Good broad technical understanding of Service Now or another Service Management tool

• Proven experience managing, mentoring and developing team members

• Exceptional written and oral communication skills and customer service orientation

• Strong team player – shares information and knowledge openly, works collaboratively with others

•  High level of confidentiality and integrity - utmost integrity and confidentiality in day-to-day handling of activities

• Resilient, resourceful, adaptable and flexible, able to work in pressurised environment

Ngā āhuatanga hirahira o te mahi ki PwC / Highlights of working at PwC NZ

• Unrivalled level of access to industry expertise, both locally and through our wider global network of member firms, where you’ll be enabled by cutting-edge technology.

• PwC shows care to employees by providing life and income protection as part of our total remuneration package.

• PwC's paid parental leave applies to all parents regardless of gender, so all our employees can be involved with raising their children.

• Enhanced leave capabilities - an opportunity to purchase additional leave and two staff recognition days available each year.

• Digital upskilling through our Digital Academy.

Mo te aha tāu e tatari ana? / What are you waiting for?

At PwC, we support you through a range of financial and non-financial rewards and benefits. Discover a life that works for you with our diverse, inclusive and flexible culture. To learn how you can grow and shine in your career at PwC, please visit:   https://www.pwc.co.nz/careers.html  

Mana motuhake / Independence

Maintaining independence is fundamental to demonstrating that PwC has not been influenced by any relationships or situations that undermine our objectivity. This role requires an independence review process

Travel Requirements

Available for Work Visa Sponsorship?

Job Posting End Date