Job Description

WHAT YOU\'LL DO

The Administrative Services (Senior) Manager (ASM) role is an exciting opportunity to build, lead, coach and develop a team of administrative professionals across Canada including the Toronto office as well as the coordination and oversight of Administrative Services professionals in our Calgary and Montreal locations.). The team consists of Administrative Assistants and Executive Assistants supporting Principals, Partners, Managing Directors and Partners (MDPs), as well as other senior leaders. This role reports directly to the Canada Business Management Executive Director and partners closely with the NAMR Executive Director of Hospitality, Operations, Marketing and Excellence.

As an ASM, you will implement and drive an overall strategy for the local administrative organization, as well as oversee service quality and performance management of the team. The role requires strong leadership, performance and project management skills, a strategic mindset, and effective teaming with stakeholders across BCG. We are looking for a true leader with a high EQ, strong communication skills, and the ability to influence/motivate with a focus on customer service. Successful ASM\'s have passion for creating cohesive teams, developing and motivating others, and helping to shape office culture.

YOU\'RE GOOD AT

Primary Responsibilities:
The ASM will be responsible for:

• Managing the CanadianExecutive Assistant (EAs) talent; overseeing the Administrative Services leader who manages the Administrative Assistants (AAs);partnering closely with our teams in Calgary and Montreal
• Building, implementing and consistently updating a hiring, onboarding and training plan
• Creating and monitoring service quality metrics for the team, and remedying issues as they arise
• Overseeing the day to day operations and performance of the team
• Working closely with Partners and other stakeholders to ensure maximum mutual satisfaction and constant performance feedback
• Executing all performance management processes by liaising with senior leaders who are supported by administrative team members
• Being \'the face\' of the administrative team to the broader regional and Global Services leadership community
• Partnering with the regional Administrative Services Manager team (ASMT) on various projects and initiatives; lead Regional projects, as applicable

Essential Duties & Responsibilities:
Develop and implement support strategy for the office

• Work with Canada Business Management Executive Director and the NAMR Executive Director of Hospitality, Operations, Marketing and Excellence to design an effective and personalized support strategy for all key customers.

Develop hiring plan

• Develop and execute a robust hiring plan

• Plan ahead to accommodate predicted team attrition and growth of customer base
• Work with recruiting to organize meaningful interview process

Optimizing and executing training plan

• Together with appointed trainers, oversee and evolve custom EA-AA training program to ensure world class onboarding to BCG
• Evolve content as needed to adjust to changes in office and the business

Oversee the day to day operations of the team

• Work closely with ASL in Toronto, and the operations team in Calgary and Montreal to ensure that the day-to-day operations of the team runs effectively and efficiently
• Hold regular team meetings to update the group on relevant issues
• Ensure transactional and planning support for the team (eg timesheets, assignments, vacation tracking etc).
• Prepare department\'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 the team
• Ensure timely collection and communication of feedback on ongoing basis, and for mid-year and year-end reviews while also providing recommendations for promotions, annual compensation increases and bonus awards
• Provide direct line-management, feedback, coaching, and performance reviews for direct reports
• Resolve employee relations issues in coordination with the Human Resources Director (including interviewing/hiring/performance improvement)
• Create and encourage a stimulating work environment through excellent communication and the development of programs/initiatives geared toward

• Encouraging participation in professional development and office activities
• Fostering team work within work groups, across functions, and throughout the office
• Work with relevant 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

Partner with leadership stakeholders

• Work closely with key customers to understand their needs and challenges to ensure satisfaction and adjustments as needed

• Any issues/delays in assignments are communicated and resolved
• Communicate often with leadership to cultivate relationships and consistent flow of communication

• Ensure 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

• Provide regular updates to BST leadership on team performance and progress
• Act as key point of contact for questions about the team

Partner with the NAMR Administrative Services Manager Team (ASMT) on various projects and initiatives; lead Regional projects, as applicable

• Actively participate in ASMT 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)

• Bachelor\'s degree
• 5+ years of experience in a supervisory role
• Several years of experience managing large teams required
• Infrequent travel may be required
• Occasional evening and weekend work may be required
• Unrelenting work ethic
• Uncompromising commitment to excellence in service
• Several years of experience managing large teams
• Immaculate written and oral communications skills including public speaking and presentation capabilities
• Values driven role model
• Strong ability to identify, analyze, and solve problems; ability to settle issues as they arise
• Ability to implement and support change management
• 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
• Project confidence, authority, and enthusiasm, excelling in leading, mentoring, and motivating an administrative services department
• Strong organizational skills, project management skills, and attention to detail
• Unflappable and thick-skinned, with the personal fortitude to push back when necessary
• Able to perform successfully in a fast-paced, intellectually intense, service-oriented environment and to interpret rules and guidelines flexibly to enhance the business and in keeping with BCG\'s values and culture
• Experience working successfully within a complex matrix structured organization is beneficial and strongly preferred

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.

Boston Consulting Group