Our stories

The Operate effect

Operate is another example of how as our impact grows our regional footprint grows too.

Setting the scene

The operational delivery service, Operate, is our fastest-growing division. Its success is testament to the innovative solutions we bring to clients as well as our investment commitments in the regions - in particular Northern Ireland.

Taking a collaborative approach and working with experts across the firm, as well as incorporating technology underpinned by our Intelligent Digital approach, has enabled Operate to help deliver £100m revenue in the past year.

How we helped

Operate was created to meet a demand from clients - often in regulated industries - who need support on activities ranging from one-off, delivery-focused projects to the longer-term running of managed services. We bring together regulatory insight from our subject matter experts from across the firm, and combine that with highly skilled operational staff and innovative technology, to solve these complex operational problems.

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“We needed a partner who was flexible and scalable, and able to work with us as our needs and requirements evolved. Operate were able to do just that. They committed to understanding the bank and understanding our requirements, giving us the confidence that they were able to deliver into the longer term.”

Kevin Kingston, CEO Danske Bank

Making a difference

Operate fuses our traditional strengths in client relationship skills with its high-quality operational execution capability. Its innovative approach means it’s far from a back-office service and, with the team largely based in Belfast, it’s anticipated that Merchant Square - PwC NI’s new HQ - will be the most client-visited office in the UK.

Establishing and then investing significantly in its growth has seen the team in Belfast reach over 1,300, more than doubling the firm’s overall headcount in the region. Now the largest office outside London, PwC NI is preparing to move into new headquarters as exclusive tenants of a £70m development in the heart of the city centre, with space for 3,000 people. In the last year Operate has also created teams in Manchester, Edinburgh and Glasgow.

With a highly skilled team in place, the ambition to significantly grow the division will be led by increased use of technology, and by driving even greater process efficiency. PwC aims to be the most digitally-enabled professional services firm and to transform the services we provide for our clients. Operate’s alternative delivery model is an example of this in practice, and is supporting other areas of the firm to navigate their way through this landscape and develop custom-made digital solutions for clients.

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Corporate Affairs, PwC United Kingdom

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