Middle Office Manager

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