Executive Support Services Team Senior Manager

1 month ago

New Delhi, India Boston Consulting Group Full time
WHAT YOU'LL DO
The role of the Executive Support Services Senior Manager (ESS SM) at BCG is an exciting leadership opportunity for those passionate about elevating administrative support and who can combine developing management talent with a focus on strategic vision to deliver best-in-class administrative support to both our senior consulting team and our clients. The role requires strong leadership and performance management skills, a strategic mindset, an appreciation for metrics/data, an ability to team effectively with peers across different parts of the BCG organization, and a relentless focus on customer service excellence. You will help to shape and drive the admin support model of tomorrow, ensuring our teams have the skills and development needed to be successful in their roles.

Executive Support Services is a service line, under BCG Enterprise Services. They form a large part of the Global Services team in Delhi. Various resident teams including other Enterprise Services businesses (GFOS, BI&A, Procurement, Meeting & Events) and BCG regional and global functions (e.g. Legal) are co-located in a dynamic and engaging space that enables team members to connect with and serve BCG and our client base. The Executive Support Services team enhances the productivity of senior leaders across multiple Consulting Offices as well as Business Support Team Senior Directors and Executive Directors globally by providing them with a variety of administrative activities thus helping them focus on value generation work. Our Delhi team has been on a journey of growth from 2 to over 190+ heads in last 4 years.

Collaborating closely with Executive Support Services leadership and the local office management leaders, the responsibilities of this role will include:
  • Lead, develop, and coach Executive Support Services Managers (ESSMs), who lead teams of administrative professionals based in Delhi and who support staff across EMESA and AP, ensuring they are equipped to foster the growth and development of Administrative and Executive Assistants and engage effectively with senior stakeholders.
  • Actively contribute to the professional development of your team by communicating clear performance standards, providing continuous feedback, and facilitating opportunities for growth.
  • Oversee team operations to maximize effectiveness and efficiency, including support assignments, issue resolution, schedule coordination, enhancing operational improvements and task prioritization.
  • Provide support for escalated issues from ESSMs and offer solutions to complex challenges, ensuring a prompt and effective resolution while minimizing impact on services.
  • Provide backup line management support for fellow ESSMs as needed.
  • Work closely with the ESS Director to drive development of services and to ensure successful implementation of systems that will trickle down to your teams to drive consistency as we look to move to the next phase of development stabilizing the team after rapid growth.
  • Support the implementation of strategic initiatives driven by the ESS Director, focusing on enhancing the operational framework and service delivery across the service line.
  • Maintain effective communication with local office leaders and other key stakeholders to ensure that administrative services meet or exceed expectations and support business needs.
  • Partner with our Client Engagement Senior Manager to develop our service catalogue and define and set service standards.
  • Assist in driving change management initiatives within the region, ensuring that administrative teams are informed, engaged, and motivated during transitions.
  • Collaborate with ESSMs to identify and implement best practices that enhance efficiency and service quality. Conduct periodic reviews to ensure adherence to high standards.
  • Coach and mentor EAs as requested.
  • Manage capacity and utilization of the offices to ensure ratio compliance and to inform location strategies.
  • Communicate with key consulting team members to establish relationships, act as escalation point for service recovery as needed.
  • Provide strategic recommendations on operational topics based on key learnings from within the System.

YOU'RE GOOD AT
  • Team Leadership and Development: You have a proven track record of leading administrative teams and managers towards achieving excellence. Your leadership style is inclusive and motivating, fostering a high performing work environment where feedback is actively encouraged, and professional growth is supported. You excel in developing managerial talent within your teams, guiding Administrative Services Managers in their roles of mentoring and coaching administrative professionals.
  • Administrative Services Excellence: You are passionate about delivering best-in-class support services across multiple markets and consistently seek ways to enhance service quality while considering local nuances of each market that we support. You possess a deep understanding of customer needs and how our Administrative and Executive Services offering contributes to broader organizational objectives. Your ability to drive consistency and excellence in service delivery across diverse teams showcases your comprehensive approach to administrative management.
  • Stakeholder Management and Collaboration: With exceptional interpersonal skills, you excel developing and maintaining strategic relationships with a broad spectrum of stakeholders across multiple locations. Your role as a senior liaison involves partnering effectively with senior consulting staff, local office management leaders in multiple offices, and regional Administrative Services leadership to align administrative services with the organizationâs broader goals. You are adept at navigating complex, escalated issues with composure, ensuring that solutions support strategic objectives while maintaining strong stakeholder relationships.
  • Adaptability and ability to work under pressure: Your adaptability is key in in managing the complexities of a dynamic and geographically dispersed environment. You are adept at leading your team during critical incidents and ensuring operational continuity with minimal interruptions, maintaining a calm and collected demeanor while effectively prioritizing and resolving issues.
  • Exceptional communication skills: You are a strategic communicator who can influence and motivate staff across a spectrum of experience and seniority, ensuring clarity, engagement, and alignment within your team and those they support. Your ability to convey important information and strategic objectives ensures that everyone from frontline staff to senior leadership is aligned and engaged.
  • Problem solving & decision making: You have a proven ability to identify key issues quickly and develop effective solutions that address both immediate and long-term needs. Your sound judgment and strong critical thinking are essential as you navigate complex challenges, often resolving them independently

YOU BRING (EXPERIENCE & QUALIFICATIONS)
  • Bachelorâs degree or equivalent work experience
  • 7+ years' experience with a professional services firm, ideally in a supervisory role of support staff and with a strong proficiency in performance management and stakeholder engagement
  • Experience managing managers among diverse and rapidly growing teams
  • Adept at communicating directly with Senior-level stakeholders in a customer service environment
  • Familiarity with Workday, specifically for professional development and performance management
  • Infrequent travel may be required (0-5%)
  • Occasional evening and weekend work may be required

YOU'LL WORK WITH
The Executive Support Services Team consists of 190+ AAs & EAs, who support Project Leaders, Principals, Partners, and Managing Directors & Partners (Consulting team) and Senior and Executive Directors from the Business Services/Global Services teams in offices across EMESA and AP. You will work closely with the
  • Global Executive Support Services, Senior Director
  • Executive Support Services Director
  • Executive Support Services Management Team who provides line management to administrative professionals within the function.
  • Senior leaders across the different markets the business support
  • Client Engagement Senior Manager

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