Job Title:
Senior Manager
Department:
Operations
Location:
Manila, Philippines
Travel Required:
Occasional (regional/global meetings)
Position Type:
Full time
Role Purpose
The Senior Manager Business Support provides strategic leadership and oversight of the entire Executive Assistant (EA), Executive Assistant Team Leader (EATL), and Senior Leadership Support (SLS) function. This role is accountable for driving operational excellence, resource optimization, process transformation, and stakeholder engagement at scale. The Senior Manager ensures alignment with firm-wide priorities, delivers high-quality support services to senior leadership, and champions continuous improvement and capability uplift across the business support ecosystem.
Reporting Lines
- - Reports to: Operations/Program Director or Senior People Leader
- - Direct reports: Managers and/or EATLs; indirect oversight of EA and SLS cohorts
- - Key stakeholders: Partners/Directors, Operations/Resourcing, HR/People, Finance, Risk/Compliance, Technology/Change, Global/Regional Leadership
Key Accountabilities
- Strategic Leadership & Culture: Set vision and priorities for the business support function; foster a high-performance, inclusive culture; lead workforce planning and succession strategies.
- Operational Governance: Define service delivery frameworks, KPIs, and quality standards; monitor compliance and operational risk; ensure audit readiness and policy adherence.
- Resource & Capacity Planning: Oversee allocation models and support ratios across regions; manage budgets and cost optimization; partner with Operations/Finance on forecasting and reporting.
- Process Transformation & Change Leadership: Drive large-scale process redesign; implement automation and digital tools; lead change management initiatives to enhance efficiency and scalability.
- Stakeholder Engagement & Escalation Management: Act as primary liaison for senior leadership; resolve complex operational challenges; influence decision-making through data-driven insights.
- Capability Development & Knowledge Management: Establish structured learning programs, playbooks, and career pathways; mentor managers and team leads; promote best-practice sharing globally.
- Commercial & Business Development Support: Ensure quality and timeliness of RFP/tender support, CRM data integrity, and client administration; track productivity and cost-benefit metrics.
Key Performance Indicators (KPIs)
- Achievement of service delivery standards and stakeholder satisfaction targets.
- Compliance metrics: zero material Risk/Independence breaches; timely completion of mandatory training.
- Operational efficiency: measurable improvements in cycle times, support ratios, and cost optimization.
- People outcomes: engagement scores, retention of top talent, succession readiness.
- Change adoption: successful implementation of new tools/processes; high adoption rates.
- Financial performance: accurate reporting, variance reduction, and productivity gains.
Skills & Competencies
- Exceptional leadership and strategic planning capabilities.
- Advanced resource management and operational governance skills.
- Expertise in process transformation, automation, and change leadership.
- Strong stakeholder management and influencing skills at senior levels.
- Data-driven decision-making; proficiency in CRM/WIP systems and Microsoft 365.
- High integrity, confidentiality, and adherence to Risk/Independence policies.
Qualifications & Experience
- Bachelor's degree or equivalent; postgraduate qualification or management certification preferred.
- 810+ years in business support/operations leadership roles within professional services or corporate environments.
- Proven track record in leading large teams, driving process transformation, and managing complex stakeholder relationships.
Working Conditions
- - May require extended hours and responsiveness to global time zones.
- - On-site presence for leadership meetings, events, and critical operational activities.
