Services Assistant Manager, Administrative Assistant
Do you enjoy team management? Does service delivery along with people management seem like a role you are cut out for? Then this may be the perfect opportunity for you! The Assistant Manager will work with the USI Service Delivery Owner to provide local management support to the team. The Assistant Manager will lead the USI EA team to deliver agreed administrative and transactional services to the MF Firm and will assume responsibility for the quality and service delivery produced by the USI EA team. The USI EA Assistant Manager will be accountable for the service delivery of several key processes, requiring a high degree of engagement with the USI EA team members; effective team management, people management skills and the ability to build strong relationships with the stakeholders. Join our team of dedicated enabling area professionals in Deloitte US’ organization in India (USI) who support global teams. The Central Business Services (CBS) organisation in the member firm receive support from the Extended Delivery Centre (EDC) in USI.
We are looking to recruit outstanding individuals to become a pivotal part of our Leadership Support Team within Business Support Services in our Hyderabad office. The role will be of interest to those who have a positive attitude, willingness to learn and good organisational skills. Ingenuity, resilience, and integrity, with an ability to use your own initiative to resolve problems quickly will be key to success in this role. This Assistant Manager role will be responsible for the day-to-day deployment of a team of Executive Assistants within the LSC, Business Support, including supporting the implementation of a support strategy, recruitment, performance coaching, building community, learning & development.
Ideal candidates will be looking to start a career in Business Support Services or Executive Assistants that are looking for a new challenge. You will have access to a comprehensive support and training package designed to equip you with the skills and competence that will be invaluable to you if you wish to explore a career as either an Executive Assistant or other roles within Deloitte.
Work you’ll do
As an Assistant Manager, you will be responsible for:
- Ensuring that all the deliverables are dealt in line with the terms and SLAs as agreed with the member firm stakeholders
- Day-to-day deployment of the team, including supporting the performance management responsibility
- Proactively managing business demand, reviewing resource allocations accordingly and ensuring smooth service transition of additional work
- Acting as first point of escalation to resolve difficult issues or where senior intervention is required
- Conflict resolution and ability to influence & negotiate with senior stakeholders
- Building strong relationships with key client EAs alongside clients, Partners, Directors and staff
- Ad hoc projects/tasks for Senior Directors
- Enhancing and championing national working policies and practices
- Understanding business needs to effectively deploy resources
- Coaching and mentoring the team members to create a high performing team to serve the business effectively and efficiently
- Working with the onshore Senior Manager to operate seamlessly as one leadership support team
- Evaluating, developing and implementing productivity metrics for the business clearly outlining the individual and team utilisation
- Provide workflow and utilisation support to the management team on a timely basis
- Proactively discuss with the stakeholders of the highs and lows of the productivity cycle and provide suggestions to effectively manage the same
- Quality of the deliverables. Work very closely with the stakeholders to deliver high quality deliverable and working with the member firm Management team and the USI EDC Service Delivery Owner to resolve service issues, whilst identifying long term solutions to prevent reoccurrence
- Demonstrates a strong knowledge of the services offered, supported and the functional capabilities
- Making decisions for the efficient delivery of daily operations. Reporting and management of potential key issues for our client, identification of risks and making relevant recommendations to address them
- Managing attrition and planning for contingencies
Client Management:
- Work with the Member firm team to understand and align local strategy & overall Deloitte strategy
- Advise the Stakeholders about USI policies and procedures
- Be responsible for building relationships with stakeholders in USI and Member firm
Service Delivery:
- Responsible for ensuring that the required service levels are monitored and achieved by the USI team
- Ensure work is appropriately allocated and completed in an accurate and timely manner
- Responsible for gaining a thorough understanding of the customer requirements and all operational service delivery processes relating to the team’s services
- Work with the relevant areas to implement agreed improvements to prevent recurrence of issues
- Identify process issues/opportunities for improvement and consult with the USI Service Delivery Manager to gain agreement from the stakeholders to implement solutions utilising CSI methodology and create a team culture of continuous service improvement
Team Management:
- Will be responsible for the day-to-day activities and the workflow management of the USI team
- Will be responsible to ensure that the relevant local and member firm compliance trainings are completed within agreed timelines, when/where applicable
- Provide guidance and support to team members to work in a cohesive manner
- Guide and ensure that the team members enter their time accurately in DTE and other trackers as applicable
- Process requests for leave/flexibility in conjunction with the USI management team to minimise service delivery impact
- Comply with the USI Rewards and Recognition policy, processes, procedures, support in timely recognition of team members and coordinate with the line manager
- Actively manage and support the USI team on a day-to-day basis including providing one to one coaching, identify training and development opportunities, management of timekeeping, leaves, organisation of shift patterns, resource planning whilst ensuring service level agreements and targets are always met
- Effectively manage and resolve conflict and cultivate a culture built upon respect and inclusion
Communication:
- Demonstrate and create a culture of open, proactive, transparent communication between the USI teams/management and the stakeholders
- Take an active role in resolving escalations received in relation to processes owned by the USI team by reviewing action taken and offering up recommendations for improvement to the USI Service Delivery Manager for discussion with the Member firm Delivery Manager
- Proactively identify & raise potential issues to the USI Service Delivery Owner for discussion with the member firm Service Delivery Manager and lead team to take the necessary agreed cascaded actions
- Co-ordinate and chair team briefings and teambuilding activities
Other Responsibilities:
- Assist the USI service Delivery Manager with recruitment. Work with the recruitment team for logistics related to conducting interviews.
- Coordinating for logistics i.e., seating, IT, accesses etc.
- Take responsibility for keeping up to date with relevant policy, legislative and process developments; ensuring that knowledge and experience is shared with the team to increase their knowledge, skill and competence within the role
The key skills required:
- Experience in the allocation, deployment and management of Executive Assistants
- Strong team management, people management and performance management skills are essential within an Executive Assistant domain
- 6 to 8 years of relevant experience, with minimum of 2 years in people management
- Strong relationship building skills
- Strong communication skills and the ability to interact with professionals at various levels
- Experience of handling large number of direct reports from different work streams and coordinating with various teams to deliver exceptional results
- Manage conflicting priorities and support a culture of change and continuous improvement
- Proven success as a high-performing team leader with ability to manage multiple activities simultaneously
- Strong mentoring and coaching skills]
- Ability to anticipate and understand client issues and needs
- Previous working experience in Executive Assistants domain is desirable
- Experience of working in highly effective service delivery model
- Conflict resolution
- Strong matrix/data management with good analytical skills
- Demonstrable organisational skills, managing multiple team members and stakeholders.
Qualifications
Required:
- Any Graduate with 6-9 years of experience in Admin assistant roles
- Advanced knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams).
- Strong written and verbal communication skills; ability to draft own correspondence
Work Location: Hyderabad
Work Timings: 2 Pm to 11 PM
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