Oferta pracy

Senior Manager, EA/MA Programme

Bain Global Business Services Center Sp. z o.o.

Bain Global Business Services Center Sp. z o.o.

aleja Jana Chrystiana Szucha 19

Warszawa

Your responsibilities

Service Delivery, Budget and Stakeholder Management

• Ensure high and consistent service levels

o Monitor service levels and customer NPS for the assigned teams

o Drive a strong service culture within the teams and ensure Professional Standards, Operating Principles and EA/MA BDPs (Best Demonstrated Practices) are understood and applied

o Identify improvement areas and drive execution of action plans

o Work with Managers to ensure continuity of service plans, potentially leveraging EA/MA teams across the globe

• Work with GBS Senior Leadership and Managers (EA/MA) to promote and grow the GBS EA/MA operations

o Work with Managers (EA/MA) to understand needs across various offices

o Identify process improvements and new service offerings

• Prepare departmental budgets and re-forecasts with Finance and monitor the spend throughout the year

• Build relationships with key stakeholders in assigned offices

o Be the ‘go-to’ person on EA/MA issues for leaders who speak on behalf of local customers and are in charge of local EA/MA teams

o Act as EA/MA department representative, spokesperson and champion, including being the point of contact to solve client satisfaction issues

• Participate in strategic projects related to the EA/MA function (e.g. value proposition or service delivery models), including liaising with teams such as HR, Finance and TSG to affect change

Team Management and Professional Development

• Together with Managers (EA/MA) monitor attrition, absences and holidays; work with HR to analyse and address any issues in these areas

• Support Managers to coordinate GBS recruitment process for his/her team

• Manage relationships with recruiting/HR team and recruitment agencies when necessary

• Together with HR and Managers recommend selection criteria, and review applications

• Support Managers (EA/MA) in induction and hire process for other MA teams, as required

• In collaboration with Specialist (EA/MA Programme) periodically prepare and revisit the training and development program and budget for the entire EA/MA department

• Seek out training and development budget (at least annually) to ensure the EA/MA department is adequately trained

• Manage mid-year and annual review process for assigned Managers

• Conduct pulse checks as required to sense check morale of the team etc.

• Where needed conduct individual catch ups with EAs/MAs on a regular basis, reviewing skill plans, summary updates and track progression

• Collaborate with APAC/Americas counterparts on experience sharing as well as growth opportunities e.g. international transfers

Innovation, Initiatives and Strategic Leadership

• Regularly assess efficiency/productivity improvements and initiatives for the assigned multiple GBS teams

• Provide thought leadership for performance improvement, including but not limited to:

o EA/MA job satisfaction

o Process efficiencies

o Tools innovations

• Identify new programme initiatives and implement where necessary

• Participate and if needed drive regional or global EA/MA initiatives and projects

• Ad hoc projects as directed by the Office Head

This role description may be subject to change, depending on current requirements within the business.

Our requirements

  • University Degree or equivalent level of education

  • 5+ years’ experience in supervising employees in administrative roles in a corporate environment

  • Experience as an EA/MA working at a senior level in a demanding environment, preferably professional services or with a blue-chip company (Preferred)

  • Excellent relationship-building skills

  • Excellent communication skills

  • Strong desire to become an influential and dynamic representative of the EA/MA group

  • Confidence, ability to influence others, and to communicate with authority

  • An interest in further developing people-management skills

  • Pro-active approach to all matters, and excellent follow-up skills

  • Understanding of the EA/MA role & diversity within team

  • An excellent organiser with the ability to multi-task

  • Enthusiastic, dedicated, and hardworking with a friendly personality

  • Ability to work under pressure and remain level headed, calm and panic-proof

  • Computer literacy: extensive prior experience and at an advanced level in using Microsoft Word, Outlook and the Internet, and at an intermediate level using Excel and PowerPoint

What we offer

  • Employment contract

  • Annual Bonus

  • Flexible working hours

  • Working from home

  • Life Insurance

  • Private medical and dental care package

  • Multisport cards

  • Office wide social events and team buildings

  • Cafeteria with snacks and daily deliveries of fruit and bread

  • Informal dress code

  • Introduction trainings for new hires

  • Co-financing work-related courses

  • Relocation package

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • fruits

  • integration events

  • dental care

  • corporate sports team

  • no dress code

  • coffee / tea

  • drinks

  • leisure zone

  • extra social benefits

  • employee referral program

  • charity initiatives

Bain Global Business Services Center Sp. z o.o.

Bain & Company is recognized as one of the top international management consultancy firms. We assist major corporations worldwide with strategy formulation, acquisitions, organizational design and performance improvement. In 2015, Bain & Company opened the Global Business Services (GBS) in Warsaw, in order to provide best-in-class internal support, efficiently and professionally, to both leadership and consulting teams in Bain offices across Europe, the Middle East and Africa. Bain is consistently recognized as a Great Place to Work (Glassdoor #1 in 2021).

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WHAT MAKES US A GREAT PLACE TO WORK

We are proud to be consistently recognized as one of the world's best places to work, a champion of diversity and a model of social responsibility. We are currently ranked the #1 consulting firm on Glassdoor’s Best Places to Work list, and we have maintained a spot in the top four on Glassdoor's list for the last 12 years. We believe that diversity, inclusion and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ and parents.

THE ROLE:

Based in our Global Business Services (GBS) in Warsaw, the role is to manage the team of Managers (EA/MA Programme) responsible for Regional EAs and MAs in compliance with agreed service levels and approved budget.

The Senior Manager together with GBS Senior Leadership will develop the EA/MA strategy, support driving our EMEA transformation and will focus on attracting, exciting, and retaining our EA/MA top talent.

The Senior Manager's team consists of 40+ Executive Assistants (EA) and Managers Assistants (MA). The team is split into sub-teams led by individual team Managers. In addition to his/her leadership role, the Senior Manager, EA/MA Program is expected to work regularly with assigned EMEA offices, ensuring the support provided by GBS Warsaw fulfils the expectations of EMEA & Global Leadership support standards.

The key performance indicators which are important for this role include (non-exclusive list):

• Customer satisfaction (NPS, support structure, and efficient allocations )

• Team work-life balance (attrition, absenteeism, satisfaction )

• Financials (overtime, allocations, holiday tracker)

Furthermore, the Senior Manager will collaborate with key regional and global stakeholders in regards to the following areas: process efficiencies, innovations, initiatives and capacity management.

Finally, the Senior Manager will support GBS Warsaw Office Head and Senior Leadership in ensuring GBS Warsaw is the employer of the first choice.