Accenture
Location: London
The Business Services Team comprises 130 Executive Assistants providing secretarial support to approximately 600 internal customers, and working closely with a further 10 EAs based offshore in Bangalore
We are looking for a Business Services Operations Supervisor to provide proactive line management and career development support to 8 Executive Assistant Supervisors; to be the primary point of contact and issue resolution for our customers on all matters related to Executive Assistant support; You will also be expected to measure, report and manage the quality of Executive Assistant support provided to Senior Executives and Senior Managers within the framework of the EA Service Model and to manage projects which support the EA Service Model and which will deliver continuous improvement and customer satisfaction.
What does the role offer you?
Accenture is a global organisation with a strong focus on teamwork and delivery excellence. The nature and culture of the organisation requires every individual to be passionate about outstanding client service delivery, first class internal customer service, flawless teamwork and individual performance excellence.
Business Services Supervisors need to demonstrate these qualities personally and to inspire them in their teams. They operate in a focused, fast-paced and challenging organisation where outstanding performance is considered the norm. The ability to manage conflicting requirements, satisfy delivery demands that may seem unreasonable and resolve challenging customer interactions are key success criteria.
Main Responsibilities include:
Driving for Customer Service Excellence:
- Role modelling exemplary customer service in all activities
- Establishing managing and developing effective key relationships with stakeholders, customers, preferred suppliers, other support organisations within Accenture, colleagues, peers, the Business Services Management team and management teams across the business
- Providing the primary point of contact for all customer issues/requirements/communications in support of and in conjunction with the Executive Assistant teams
- Questioning, challenging and pushing to deliver the highest quality and most relevant services possible
- Being seen as experts in their field
- Proactively seeking feedback in line with the Service Model and providing effective internal and external reporting to challenge and improve service levels to customers
People Management:
- Delegating operational and project based workload between the EA Supervisors
- Coaching individuals and teams on a regular basis to deliver improved performance and satisfaction
- Providing meaningful and realistic career planning, development and counselling
- Identifying training and development needs and implementing effective training development plans
- Managing the people impacts of change
- Leading, motivating and supporting EA Supervisors in their delivery of services to customers
Performance Management:
- Setting and measuring SMART goals and objectives for EA Supervisors
- Providing timely and effective performance feedback
- Providing coaching, training and support to improve performance
- Gathering and providing timely accurate and representative feedback from Senior Executives and Senior Managers
- Managing the annual performance review process in an objective, fair and transparent manner
- Determining fair and objective salary and reward outcomes
Project Management:
- Take responsibility to manage and participate in projects such as:
- delivery of technology and recruitment/induction
- delivery against the service model
- delivery against budget management
Strategy Ownership Development:
- To manage and promote the four tier EA Support Model, taking continual improvement approach, and proactively implementing changes where appropriate.
- Take necessary steps to identify changes required to EA Model to meet changing customer needs
- Work with Manager to create yearly business plan for the Business Services team incorporating team, generic FS and global objectives to ensure relevant focus on business needs
- Work with Business Services Manager to assist strategic direction for FS, working with various functions to achieve this
- Understand strategy across FS functions to enable a proactive and collaborative approach to running Business Services.
- Ensure that direction of Business Services meets annual objectives and vision for both UK/I and global
Qualifications
Key skills and experience required for this role are as follows:
- Proven people management experience
- Customer relationship management
- Change management experience
- Commercial awareness
- Financial and budget management
- Strong project management experience
- Excellent communication and negotiation skills
- Problem solving ability
- Flexibility
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.