Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Administration

Management Level

Manager

Job Description & Summary

We are pleased to announce the establishment of an Engagement Middle Office (EMO) Manager role within Internal Firm Services. This role is responsible for managing and overseeing Engagement Middle Office operations, ensuring accurate, consistent, and compliant execution of engagement setup, maintenance, and lifecycle activities across the firm.

Role Overview

The EMO Manager supports the delivery of end-to-end engagement administration activities across the Opportunity-to-Engagement (O2E) lifecycle. The role ensures adherence to defined procedures, controls, and governance standards, acts as an escalation point for operational issues, and supports the transition to standardised and scalable engagement administration processes.

This role provides the opportunity to lead a small operational team, work closely with Finance and Engagement stakeholders, and contribute to continuous improvement and change initiatives within a growing middle office environment

Key Responsibilities:

Oversee engagement setup, maintenance, and lifecycle activities delivered by the EMO team.

Lead the communications with the Engagement teams on process understanding and evolving process changes.

Ensure engagement data accuracy, completeness, and compliance across Salesforce, Easy Engage, Replicon, and SAP.

Review and approve engagement administration outputs to ensure quality, consistency, and audit readiness.

Act as an escalation point for engagement setup, data quality, and operational issues.

Coordinate issue resolution with Engagement Teams, Finance Operations, and Billing Middle Office.

Ensure all activities are performed based on approved requests, validated inputs, and documented SOPs.

Manage workload allocation and monitor service levels across EMO Specialists.
Manage operational interfaces and handoffs with other MO and BES teams.

Provide day-to-day guidance, coaching, and performance support to EMO team members.

Support SAP testing, go-live readiness, and post-go-live stabilisation activities.

Ensure alignment with PwC governance, internal controls, and EMFI process standards.

Identify opportunities for process improvement, standardisation, and automation.

Maintain clear records and supporting documentation for all actions performed.

Follow structured request-based and escalation processes.
Identify recurring issues and drive initiatives to simplify, automate and standardise processes.

Team Leadership & Quality Assurance:

Play an active management role in the small team that manages the BES middle office
Champion and embed the EMO as a single, trusted engine that standardises, strengthens, and streamlines the billing/engagement administration process
Ensure the relevant core systems of the Firm (Salesforce, Easy Engage, Replicon and SAP) stay aligned
Drive a cross team (both middle and back office) culture that supports issue resolution

Experience and Skills

Minimum 5+ years’ experience in finance operations, engagement administration, revenue operations, or shared services roles

Demonstrated experience managing or supervising an operational team, typically 3–5 direct reports

Experience planning team workload, setting priorities, and monitoring delivery against service levels

Strong understanding of the engagement lifecycle (O2E), operational controls, and data dependencies

Experience working with SAP or similar ERP systems; Salesforce or similar tools is an advantage

Strong attention to detail and accountability for data quality and compliance

Ability to manage multiple priorities, resolve issues independently, and escalate appropriately

Experience working with structured processes, SOPs, and governance frameworks

Strong stakeholder management and communication skills

Comfortable working with system data, reports, and operational metrics

Unlock your potential with PwC Ireland

We believe that challenges are better solved together! We’re inspiring and empowering our people to change the world. Powered by the latest technology, you’ll be a part of amazing teams encouraged to collaborate and innovate in a way that creates powerful solutions and makes a positive impact. This purpose-led work, and our continuous development and encouragement, will help unlock your potential and take your career to the next level.

Enjoy PwC’s perks

We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive employee benefits and flexibility programs that will help you thrive in work and life. Learn more about us at Life@PwC. (https://www.pwc.ie/careers-ie/life-at-pwc.html).

Being appreciated for being you

Our most valuable asset is our people and we grow stronger as we learn from one another. We are an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We believe this so much that we have signed up for the Business in the Community Elevate Pledge. (https://www.bitc.ie/the-leaders-group-on-sustainability/inclusive-workplace-pledge/)

You can learn more about our culture of belonging and explore our range of inclusive programmes, initiatives, employee resource groups and more at www.pwc.ie.

Avoid the confidence gap; you do not have to match all the listed requirements exactly to apply, we’d love to hear from you!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please email us for more information.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Administrative Support, Agile Database Administration, Analytical Thinking, Business Process Improvement, Calendar Management, Clerical Support, Coaching and Feedback, Collaborative Forecasting, Communication, Communications Management, Concur Travel, Conducting Research, Confidential Information Handling, Corporate Records Management, Correspondence Management, Creativity, Credentialing Database, Customer Relationship Management, Customer Service Excellence, Customer Service Management, Data Entry, Deployment Coordination {+ 41 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

0%

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date

Middle Office Manager

Job Description