Purpose
The Assistant Manager Business Support is responsible for day-to-day supervision, coordination, and uplift of the Executive Assistant (EA) and Senior Leadership Support (SLS) cohort. The role ensures high-quality administrative services (diary/meeting management, travel, correspondence, expenses, CRM/WIP reporting) are delivered consistently, while driving workflow allocation, process improvements, stakeholder satisfaction, and team capability.
Reporting Lines
- Reports to: Manager Business Support (EA/EATL/SLS) or Operations/People Leader
- Direct reports: Executive Assistants (EAs) and Senior Leadership Support (SLS) professionals
- Key stakeholders: Partners/Directors, Executive Assistant Team Leaders (EATLs), Operations/Resourcing, HR/People Teams, Risk/Compliance
Key Accountabilities
- People Leadership & Coaching: Provide day-to-day supervision, coaching, and feedback to EAs/SLS; support performance cycles (goal setting, quarterly check-ins, reviews); coordinate leave cover and onboarding/offboarding activities.
- Operational Excellence: Uphold standards for correspondence, diary/meeting management, minute-taking, domestic/international travel arrangements, events support, timesheets/expenses, CRM/WIP administrative reporting.
- Resource & Workflow Management: Allocate workload across the cohort based on demand, skill set, and service ratios; track utilization, address bottlenecks, and ensure continuity during absences.
- Stakeholder Management: Build strong relationships with Partners/Directors and cross-functional teams; proactively manage calendar conflicts and priorities; facilitate smooth communication and timely issue resolution.
- Process Improvement & Change: Identify inefficiencies; implement enhancements to tools/processes; champion adoption of new technologies and ways of working.
- Risk, Quality & Confidentiality: Ensure adherence to firm policies (including Independence and Risk); safeguard confidential information; monitor compliance on mandatory training and operational controls.
- Knowledge & Capability Uplift: Share best practices; curate guidance and training for EA/SLS cohort; support capability building and knowledge management.
- Business Support & BD Assistance: Oversee quality of RFP/tender support (editing/formatting), CRM data quality, client team administration, and general operational support.
Key Performance Indicators (KPIs)
- Service delivery SLAs met (e.g., travel booked on time, meeting logistics error-free, diary conflicts resolved within targets).
- Compliance: Timesheets/expenses submitted on time; mandatory training completion; zero critical Risk/Independence breaches.
- Quality: Low defect/redo rates on correspondence, minutes, and reporting; stakeholder satisfaction scores.
- Operational metrics: Balanced support ratios; effective absence/leave coverage; timely CRM/WIP updates.
- Engagement & capability: Cohort participation in knowledge-sharing; training completion; demonstrable skill uplift.
- Continuous improvement: Adoption rates for new tools/processes; measurable cycle-time reductions.
Skills & Competencies
- Strong people coaching and day-to-day supervision skills.
- Advanced planning, time management, and prioritization.
- Stakeholder engagement, communication, and conflict resolution.
- Operational discipline in diary/meeting management, travel, and expenses.
- Data accuracy in CRM/WIP reporting and use of productivity tools (e.g., Microsoft 365).
- Change advocacy and technology adoption.
- High integrity and confidentiality; adherence to Risk and Independence policies.
Qualifications & Experience
- Bachelor's degree or relevant diploma preferred; equivalent experience considered.
- 35 years in executive/business support roles, including supervisory exposure.
- Experience coordinating teams and workflows in professional services or corporate environments.
Working Conditions
- May require reasonable additional hours and responsiveness after hours to deliver role requirements.
- Work on-site presence for key meetings/events as needed.
