Business Support Manager

The Business Support Manager role involves working closely with the Head of Business Support, CBS Leadership, key senior stakeholders and internal departments to ensure the effective leadership, management and deployment of Executive Assistants for the provision of support to the Partner group. The Business Support Manager will be responsible for a team of circa 40 EAs. The Manager will be part of a team of Managers, working as part of the Business Support Services team within Central Business Services (CBS). They will collaborate, support and cover for their colleagues working in an agile way to meet the requirements of the Partners and business overall. This role and team will be a fundamental part of the CBS community - which is brought together by five 'golden threads' which unite all CBS teams in what they do: Customer focused; end-to-end process management; continuous service improvement; a digital backbone; and service and vendor management.,

• Day-to-day management and proactive team leadership of the EA team
• Partnering with the business to understand and forecast business requirements and priorities for effective EA deployment
• Develop and maintain solid working relationships with key stakeholders to effectively deliver a seamless EA business support service
• Implementing standardised operating policies and practices with a focus on continuous business improvement, business efficiency and enhanced service delivery
• Influencing, implementing and creating a vision for change by championing the delivery of change across the EA team
• Acting as the first point of escalation from Partners to resolve difficult issues or where senior intervention is required
• Proactively monitor service quality and delivery, responding to and taking action to key stakeholder feedback
• Leading the EA team through the performance management cycle, including check-ins, performance reviews, use of iRPM and My feedback tools Partner due diligence and providing formal and informal feedback
• Identifying and managing EA performance/absence issues with support from Head of Business Support and HR functions
• Oversee and participate in the recruitment process of EAs, including the effective onboarding of new EAs and exit of departing EAs
• Identify and mobilise opportunities for EA development through formal/informal learning opportunities and experiences
• Coaching and mentoring the EA team to create a high-performance culture with a focus on quality standards and service delivery
• Working with Head of Business Support and other EA Team Managers to operate seamlessly as one EA Business Support Leadership team. Covering and supporting manager colleagues during their periods of absence, and possibility of rotating in and out of manager float responsibilities
• Collation and submission of operational and service management statistics in line with the CBS approach to service management
• Monitoring, managing and reporting on EA utilisation within the team
• Ad-hoc travel to meet with team members and attend face-to-face manager workshops and training.
  
  End-to-end people management of large teams: this role will be responsible for c. 40 EAs and requires an enhanced understanding of the evolving EA role
• Experience in large professional services organisations: bringing an understanding of the structure and scale of similar organisations, and experience of managing senior EAs
• Relationship building & influence: Positively influences others, leading by example, collaborating effectively and establishing confident relationships, based on credibility. Experience of managing the most senior stakeholders' day to day is essential for success
• Is a clear communicator, that adapts to the needs of others and can instill confidence with increasingly senior people, including experience of dealing with stakeholder escalations, and influencing and coaching senior stakeholders
• Performance drive: Takes ownership for delivering an exceptional stakeholder service; maximises results and expects high standards of work from self and others.
• Adapts well to a fast paced, continuously changing environment.
• Commercial awareness: Shows interest and awareness of commercial & client activity, aligns people to objectives, and sets priorities and direction accordingly.
• Delivery excellence: Plans, executes, and prioritises work accurately and effectively under pressure and with minimal supervision, thinks ahead to deliver superior client experience.
• Manages quality & upholds risk and confidentiality: Applies complete discretion and confidentiality in all areas of work performed and managed.
• Solution oriented: Shows a willingness to own and solve problems objectively, identifying underlying issues, and making information-driven recommendations.
• Is proactive and committed to continuously improving service.
• Issue & conflict resolution: Facilitates differences between individuals and groups in challenging situations; builds cross team collaboration and puts in place processes to protect conflicts and issues from arising.
• Talent development: Is motivated to develop self and others, identifies learning interventions that will support others and that encourages team. Supports colleagues through challenging and meaningful opportunities.
  
  Deloitte drives progress. Using our vast range of expertise, we help our clients become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.
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