WHAT YOU'LL DO
The Executive Support Services Team Manager (ESTM) role presents an exciting opportunity to build, lead, coach, and develop an entirely new team of administrative professionals in our brand-new Lisbon Hub. As a Team Manager, your mandate will be to execute the strategy for the Lisbon Hub's administrative organization while ensuring service excellence and performance metrics of the team are upheld. Your administrative services team will be part of BCG's Global Enterprise Services Organization, an organization charged with providing an exceptional experience through innovative, resilient services and capabilities, delivered at scale to BCG. As part of both the Global Enterprise Services Organization and the local Lisbon Hub, your team will be responsible for delivering administrative support to senior BCG consulting team (CT) and business services team (BST) leaders throughout the European region. As a leader of the administrative team in the Lisbon Hub, you are expected to thrive in collaborative environments, leaning on your colleagues across other Hubs, i.e., Global Services Delhi (GSD), Nexus Atlanta (NXA), and Nexus Costa Rica (NXC). You will be responsible for driving the strategy, building the culture, and growing the team from the ground up (with support from other office leadership) to over 100 administrative professionals in the first three years. This role requires strong leadership, adeptness in performance and project management, and effective teaming with stakeholders across BCG. We are looking for a true leader with a high EQ, who is comfortable with ambiguity, has strong communication and collaboration skills, and possesses the ability to influence stakeholders (near and far) with an emphasis on customer service. Successful Team Managers at BCG have passion for creating cohesive teams, developing, motivating others, and shaping office culture.
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YOU'RE GOOD AT
Define and implement the delivery model and resource plan
Develop and execute a robust hiring and resourcing plan based internal client demand
Partner with recruiting to organize an effective interview process
Plan ahead to accommodate predicted team attrition and growth of customer base
Work with the Global Executive Support Services Senior Director to design an effective and personalized support strategy for all key internal clients
Tailor and deliver onboarding and training plan
Build on existing onboarding programs to evolve a custom AA training program to ensure world class onboarding to BCG
Evolve content as needed to adjust to changes in our European offices supported and the broader business
Leverage best practices and learnings from other global hubs (GSD, NXA, and NXC), and partner with colleagues from those hubs, to ensure global consistency
Oversee the day-to-day operations of the team
You will be initially responsible for the line management of the Administrative Assistants you hire. As the team grows, additional Team Managers will be hired to split line management responsibilities across the team and help manage capacity. You will:
- Work closely with the other Team Managers to ensure that the day-to-day operations of the team runs effectively and efficiently
- Hold regular meetings with your team of AAs to update the team on relevant issues
- Prepare your team's annual operating budget and be responsible for budget compliance
Manage overall performance and development of the team
Motivate, develop, provide coaching and feedback through annual performance and development process and year-round informal feedback process
Ensure consistency, fairness, and equity in the performance review process for your team
Ensure timely collection and communication of feedback for your team on an ongoing basis, and for mid-year and year-end reviews while also providing recommendations for promotions, annual compensation increases and bonus awards
Encourage participation in office activities; foster teamwork within work groups, across functions, and throughout the office
Work with relevant BCG teams to create and implement team training and development programs; keep up to date with needs and local training offerings, and make recommendations for attendance
Manage internal clients
Communicate and collaborate often with both local hub and global Executive Support Services leadership, to cultivate relationships and consistent flow of communication
Work closely with key internal clients to set expectations for service up front, as well as understand their needs and challenges to ensure satisfaction and adjustments as needed
Ensure any issues/delays in assignments are communicated and resolved
Confirm overall team capacity is managed to cover backup needs (for vacations/illness/leaves) in a timely manner
Be 'the face' of the administrative team to broader Regional and Global Services leadership
Partner with the Enterprise Services Excellence team to distill data and create analyses reflective of the current state of Hub operations
Provide regular updates to Enterprise Services (ES) and European Business Services Team (BST) leadership on team performance and progress in partnership with the Global Executive Support Services Senior Director
Serve as key point of contact for questions about the team
Support the Global Executive Support Services Senior Director on various projects and initiatives; lead Regional projects, as applicable
Actively participate in Enterprise Services meetings and regional initiatives
Make recommendations and assist in the formulation of administrative support staff procedures/operations
Perform other duties as assigned or required
YOU BRING (EXPERIENCE & QUALIFICATIONS)
Required:
Experience:
Bachelor's degree
5+ years of experience
A track record of success in a supervisory role within a fast-paced, intellectually intense, service-oriented environment
Experience teaming with colleagues from different parts of the world, demonstrating cultural sensitivity and an ability to develop relationships in a virtual context
Skills:
Fluency in English
Strong service orientation and sensitivity in responding to customer needs
Ability to handle difficult and confidential situations with poise, understanding, and tact
Ability to handle competing priorities, keeping constant sight of the overall objectives
Immaculate written and oral communications skills, including public speaking and presentation capabilities
Strong organizational skills, project management skills, and attention to detail
Poise and resilience, with the personal fortitude to push back when necessary
Ability to perform successfully in a fast-paced, intellectually intense, service-oriented environment
Strong relationship management skills; effective at building trust and credibility with senior leaders
Coaching and growth mindset
Excels at leading, mentoring, and motivating others
Keen adopter of new technology
Preferred
Experience:
Experience working successfully within a complex, matrix-structured organization
Good working knowledge of Portuguese
Experience building a carefully defined culture within a new team
Track record of implementing change management
YOU'LL WORK WITH
Our business management and operations team members work to ensure that BCG is running smoothly, efficiently, and productively. We are made up of executive and administrative (or case team) assistants, visual service artists, receptionists, facilities staff, and the team leaders and office coordinators who manage these operations and business management jobs.
ADDITIONAL INFORMATION
GROUP SPIRIT
In the spirit of BCG, we're so much more than our daily business. You can look forward to frequent team-building and office activities.
WORKING LIFE
You can be assured of receiving an attractive, competitive, and performance-based compensation package with fixed and variable components.
We have your future in mind-covered by our comprehensive insurance and retirement programs.
LEARNING CURVE
The sky's the limit? Our broad selection of training and development offers will help you grow day after day.