Executive Support Services Senior Manager

Who We Are

BCG pioneered strategy consulting more than 50 years ago, and we continue to innovate and redefine the industry. We offer multiple career paths for the world's best talent to have a real impact on business and society. As part of our team, you will benefit from the breadth and diversity of what we are doing today and where we are headed next. We count on your authenticity, exceptional work, and strong integrity. In return we are committed to supporting you in discovering the most fulfilling career journey possible-and unlocking your potential to advance the world. Our team called Global Services (GS) provides corporate support to business areas such as Finance, Legal, HR, Marketing and IT. This diverse team of experts, operators and specialists represent all levels from Partner to entry level staff, operating across the globe in multiple countries. Global Services is in short, the backbone of BCG.

What You'll Do

The role of the Executive Support Services Senior Manager (ESS SM) at BCG is an exciting leadership
opportunity for those passionate about elevating administrative support and who can combine developing
management talent with a focus on strategic vision to deliver best-in-class administrative support to both our senior consulting team and our clients. The role requires strong leadership and performance management skills, a strategic mindset, an appreciation for metrics/data, an ability to team effectively with peers across different parts of the BCG organization, and a relentless focus on customer service excellence. You will help to shape and drive the admin support model of tomorrow, ensuring our teams have the skills and development needed to be successful in their roles.
Executive Support Services is a service line, under BCG Enterprise Services. They form a large part of the
Global Services team in Delhi. Various resident teams including other Enterprise Services businesses (GFOS,
BI&A, Procurement, Meeting & Events) and BCG regional and global functions (e.g. Legal) are co-located in a dynamic and engaging space that enables team members to connect with and serve BCG and our client
base. The Executive Support Services team enhances the productivity of senior leaders across multiple
Consulting Offices as well as Business Support Team Senior Directors and Executive Directors globally by
providing them with a variety of administrative activities thus helping them focus on value generation work.
Our Delhi team has been on a journey of growth from 2 to over 190+ heads in last 4 years. Collaborating closely with Executive Support Services leadership and the local office management leaders, the responsibilities of this role will include:

. Lead, develop, and coach Executive Support Services Managers (ESSMs), who lead teams of
administrative professionals based in Delhi and who support staff across EMESA and AP, ensuring
they are equipped to foster the growth and development of Administrative and Executive Assistants
and engage effectively with senior stakeholders.
. Actively contribute to the professional development of your team by communicating clear
performance standards, providing continuous feedback, and facilitating opportunities for growth.
. Oversee team operations to maximize effectiveness and efficiency, including support assignments,
issue resolution, schedule coordination, enhancing operational improvements and task prioritization.
. Provide support for escalated issues from ESSMs and offer solutions to complex challenges, ensuring
a prompt and effective resolution while minimizing impact on services.
. Provide backup line management support for fellow ESSMs as needed.
. Work closely with the ESS Director to drive development of services and to ensure successful
implementation of systems that will trickle down to your teams to drive consistency as we look to
move to the next phase of development stabilising the team after rapid growth.
. Support the implementation of strategic initiatives driven by the ESS Director, focusing on enhancing
the operational framework and service delivery across the service line.
. Maintain effective communication with local office leaders and other key stakeholders to ensure that
administrative services meet or exceed expectations and support business needs.
. Partner with our Client Engagement Senior Manager to develop our service catalogue and define and
set service standards.
. Assist in driving change management initiatives within the region, ensuring that administrative teams
are informed, engaged, and motivated during transitions.
. Collaborate with ESSMs to identify and implement best practices that enhance efficiency and service
quality. Conduct periodic reviews to ensure adherence to high standards.
. Coach and mentor EAs as requested.
. Manage capacity and utilization of the offices to ensure ratio compliance and to inform location
strategies.
. Communicate with key consulting team members to establish relationships, act as escalation point for
service recovery as needed.
. Provide strategic recommendations on operational topics based on key learnings from within the
System.

What You'll Bring

. Bachelor's degree or equivalent work experience
. 7+ years experience with a professional services firm, ideally in a supervisory role of support staff and
with a strong proficiency in performance management and stakeholder engagement
. Experience managing managers among diverse and rapidly growing teams
. Adept at communicating directly with Senior-level stakeholders in a customer service environment
. Familiarity with Workday, specifically for professional development and performance management
. Infrequent travel may be required (0-5%)
. Occasional evening and weekend work may be required

Who You'll Work With

The Executive Support Services Team consists of 190+ AAs & EAs, who support Project Leaders, Principals,
Partners, and Managing Directors & Partners (Consulting team) and Senior and Executive Directors from the
Business Services/Global Services teams in offices across EMESA and AP. You will work closely with the

. Global Executive Support Services, Senior Director
. Executive Support Services Director
. Executive Support Services Management Team who provide line management to administrative
professionals within the function.
. Senior leaders across the different markets the business support
. Client Engagement Senior Manager

Additional info

You're good at
. Team Leadership and Development: You have a proven track record of leading administrative teams and
managers towards achieving excellence. Your leadership style is inclusive and motivating, fostering a highperforming work environment where feedback is actively encouraged, and professional growth is supported. You excel in developing managerial talent within your teams, guiding Administrative Services Managers in their roles of mentoring and coaching administrative professionals.
. Administrative Services Excellence: You are passionate about delivering best-in-class support services across multiple markets and consistently seek ways to enhance service quality while considering local nuances of each market that we support. You possess a deep understanding of customer needs and how our Administrative and Executive Services offering contributes to broader organizational objectives. Your ability to drive consistency and excellence in service delivery across diverse teams showcases your comprehensive approach to administrative management.
. Stakeholder Management and Collaboration: With exceptional interpersonal skills, you excel developing and maintaining strategic relationships with a broad spectrum of stakeholders across multiple locations. Your role as a senior liaison involves partnering effectively with senior consulting staff, local office management leaders in multiple offices, and regional Administrative Services leadership to align administrative services with the organization's broader goals. You are adept at navigating complex, escalated issues with composure, ensuring that solutions support strategic objectives while maintaining strong stakeholder relationships.
. Adaptability and ability to work under pressure: Your adaptability is key in in managing the complexities of a dynamic and geographically dispersed environment. You are adept at leading your team during critical
incidents and ensuring operational continuity with minimal interruptions, maintaining a calm and collected
demeanor while effectively prioritizing and resolving issues.
. Exceptional communication skills: You are a strategic communicator who can influence and motivate staff
across a spectrum of experience and seniority, ensuring clarity, engagement, and alignment within your team and those they support. Your ability to convey important information and strategic objectives ensures that everyone from frontline staff to senior leadership is aligned and engaged.
. Problem solving & decision making: You have a proven ability to identify key issues quickly and develop
effective solutions that address both immediate and long-term needs. Your sound judgment and strong critical thinking are essential as you navigate complex challenges, often resolving them independently.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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