Internal Client Services- People & Purpose- Senior Manager- Learning & Development

  • 5 Magwa Cres, Waterval City, Midrand, 2066, South Africa
  • Full-time

Company Description

About Deloitte

Deloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax and related services. Our global network of member firms and related entities in more than 150 countries and territories (collectively, the “Deloitte organization”) serves four out of five Fortune Global 500® companies. Learn how Deloitte’s approximately 312,000 people make an impact that matters at

About the Division

It takes a high-powered network of internal support professionals to keep Deloitte going strong. The internal services function provides a wide variety of support services to our organisation and people.

Rewarding career opportunities are available in:

·       Human resources

·       Information technology

·       Marketing and Communications

·       Financial support services, and much more.

As with all the functions in Deloitte, a core set of competencies is associated with each internal service area. An overall understanding of value-added client service, the experience to work in multifunctional and cross-border teams, strong business acumen, and the instinct to think and act globally are essential for advancement within Internal Client Services.

Job Description

Main Purpose of Job

Champion leadership in the implementation of strategy within the business through effective management and development of the team and building of strong relationships across serviced business areas.

Your role as a leader

At Deloitte we believe in the importance of leadership at all levels. We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and for society and make an impact that matters. In addition to living our purpose, Managers across our organization:

  • Develop high-performing people and teams through challenging and meaningful opportunities
  • Deliver exceptional client service; maximize results and drive high performance from people while fostering collaboration across businesses and borders
  • Influence clients, teams, and individuals positively, leading by example and establishing confident relationships with increasingly senior people
  • Understand key objectives for clients and Deloitte; align people to objectives and set priorities and direction

Key Competencies required:


Key Performance areas

 1.   Strategic Impact

  • Contributes to input on strategy for Service Area based on area of expertise
  • Leads implementation of strategy plans agreed by leadership of own Service Area and client Service Area/s including:

→ Development of content for identified change initiatives and drive implementation of these

→ Setting of implementation plans with team/s including timelines, actions and measures for success

→ Delegation to skilled subordinates to deliver

→ Defined communication process to leadership and team members

→ Timely and detailed reporting on status of implementation to leadership

  • Provides significant support to leadership in communication and implementation of the Firm's strategic objectives
  • Understands the EXCO mandate to Service Area and communicates this clearly to team/s
  • Builds strong professional relationships across delegated service line/s to understand business needs in area of responsibility
  • Establishes and maintains external business relationships within area of expertise to collaborate on, understand and share best practice
  • Based on expertise and experience, advises and supports Service Line leadership in identification and implementation of innovative solutions to issues arising within area of expertise

2.   Client Impact: External / Internal

  • Oversees delivery of specific area of expertise to Service Line/s on a national basis
  • Provides expert professional input on strategic and complex issues related to area of expertise
  • Forms appropriate judgements based on careful analysis to make sound business decisions on issues
  • Contributes to thought leadership initiatives and shares knowledge and expertise with client, Service Area, colleagues and teams
  • Holds regular meetings with teams to communicate Service Line / Area feedback on delivery and functional requirements

3.   Operational Effectiveness

  • Monitors delivery by teams against client expectations
  • Gives direction and support to teams on client requirements and team achievements
  • Keeps Service Line /Area leadership teams updated on status of all projects within area of responsibility
  • Manages complex risk issues within sphere of responsibility ensuring issues are rectified as soon as possible
  • Demonstrates Deloitte value of exceptional service to internal clients through personal example, growing the firm’s brand and talent development

4.   Development/Growth of Team

  • Identifies, recruits, mentors and develops Service Area team members. 
  • Acts as counsellor to manager level staff within Service Line, ensuring effective coaching and guidance in development and career growth
  • Develops effective relationships with key talent in Service Area and ensures they are well supported in their career growth
  • Maintains robust succession plan for all senior/critical resource, depending on the profile / need expertise
  • Empowers managers through effective delegation
  • Provides consistent recognition and encouragement to teams and leads by example
  • Demonstrates commitment to transformation agenda of the firm

5.   Budgets / Profitability

  • Provides annual budget input for area of responsibility for approval and integration into Service Area budget
  • Manages costs for designated area and ensures time and expenses are submitted weekly

6.   What you’ll do / Specialized Competencies

  • Aligning learning initiatives with Firm-wide Strategy
  • Acting as the Learning Advisor for relevant BU - This would entail advising the Talent Leader, HR BP and Talent Council regarding learning solutions for their BU.
  • Assisting BU with the development or customization of a learning curriculum in order to enhance employees' skills as well as business performance. This could involve designing or sourcing programmes that address specific BU needs.
  • Responsible for delivering world class Learning Solutions
  • Create excitement and momentum around Learning through marketing of all initiatives
  • Programme Management



Honours Degree

10+ years’ experience within relevant function



Postgraduate qualification (relevant to Service Area / Business Management, etc.)

3 years at manager level

Additional Information

Leadership / Behavioural Capabilities

Living our Purpose -     Acts as a role model and inspires others to embrace and live our purpose and values

Competitive Edge - Applies deep knowledge of disruptive trends and competitor activity to drive continuous improvement

Influence - Builds deep relationships across a diverse network and uses a flexible influencing style to gain buy-in and drive impact

Performance drive - Creates opportunities to drive impact; anticipates client needs and delivers superior results by leveraging each person’s strengths to build high performing teams across businesses and borders

Strategic direction - Translates broader strategy into a compelling team vision and goals; aligns the team and sets priorities to achieve objectives

Talent development - Actively contributes to building the talent pipeline; creates a talent experience that attracts, develops and retains top talent and high performing teams

Inspirational leadership - Establishes a strong leadership brand and inspires followership through passion, integrity, and appreciation of others

Technical Competencies

  • Expert in field with excellent industry and business knowledge
  • Demonstrated leadership skills
  • Ability to interpret, communicate and implement strategy
  • Demonstrated execution of complex projects within timeframes and cost
  • Experienced in development and delivery of professional presentations
  • Excellent report writing skills
  • Solid financial knowledge

Behavioural Competencies

  • Exceptional communication skills, both written and verbal
  • Strong interpersonal and relationship building skills
  • Excellent mentorship and coaching ability with desire to develop self and others
  • Strong client delivery focus
  • Highly adaptable, managing change and ambiguity with ease
  • Focus on quality and risk
  • Excellent problem solving ability
  • Exceptional business acumen


    *Please note that this job advertisement provides a summary of the capabilities required and all candidates shortlisted will receive a full list of capabilities

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