Executive Support Services Team Manager

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.

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.