Business Support Manager, Central Business Services

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Job description

Connect to your Industry

The Business Support Manager role involves working closely with the Head of Business Support, CBS Leadership, key senior stakeholders and internal departments to ensure the effective leadership, management and deployment of Executive Assistants for the provision of support to the Partner group.

The Business Support Manager will be responsible for a team of circa 40 EAs.

The Manager will be part of a team of Managers, working as part of the Business Support Services team within Central Business Services (CBS). They will collaborate, support and cover for their colleagues working in an agile way to meet the requirements of the Partners and business overall. This role and team will be a fundamental part of the CBS community - which is brought together by five 'golden threads' which unite all CBS teams in what they do: Customer focused; end-to-end process management; continuous service improvement; a digital backbone; and service and vendor management.

We are proud to offer flexible working arrangements which allow our people to choose the most suitable working arrangement that works for them. Whether this is working 4 days per week, taking the summer months off work, or more flexibility around your working pattern, we consider both formal and informal working arrangements that allow our people and our clients the best outcome. If you would like to hear more about our flexible working arrangements, please let us know.

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other , foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most .

Connect to your opportunity

Specific responsibilities include:

• Day to day management and proactive team leadership of the EA team
• Partnering with the business to understand and forecast business requirements and priorities for effective EA deployment
• Develop and maintain solid working relationships with key stakeholders to effectively deliver a seamless EA business support service
• Implementing standardised operating policies and practices with a focus on continuous business improvement, business efficiency and enhanced service delivery
• Influencing, implementing and creating a vision for change by championing the delivery of change across the EA team
• Acting as the first point of escalation from Partners to resolve difficult issues or where senior intervention is required
• Proactively monitor service quality and delivery, responding to and taking action to key stakeholder feedback
• Leading the EA team through the performance management cycle, including check-ins, performance reviews, use of iRPM and My feedback tools Partner due diligence and providing formal and informal feedback
• Identifying and managing EA performance/absence issues with support from Head of Business Support and HR functions
• Oversee and participate in the recruitment process of EAs, including the effective on-boarding of new EAs and exit of departing EAs
• Identify and mobilise opportunities for EA development through formal/informal learning opportunities and experiences
• Coaching and mentoring the EA team to create a high-performance culture with a focus on quality standards and service delivery
• Working with Head of Business Support and other EA Team Managers to operate seamlessly as one EA Business Support Leadership team
• Collation and submission of operational and service management statistics in line with the CBS approach to service management
• Monitoring, managing and reporting on EA utilisation within the team
• Managing diverse teams within an inclusive team culture where people are recognised for their contribution

Connect to your skills and professional experience

• End to end people management of large teams: this role will be responsible for c. 40 EAs
• Experience in large professional services organisations: bringing an understanding of the structure and scale of similar organisations
• Relationship building & influence: Positively influences others, leading by example, collaborating effectively and establishing confident relationships, based on credibility.
• Is a clear communicator, that adapts to the needs of others and can instil confidence with increasingly senior people.
• Performance drive: Takes ownership for delivering an exceptional stakeholder service; maximises results and expects high standards of work from self and others.
• Adapts well to a fast paced, continuously changing environment.
• Commercial awareness: Shows interest and awareness of commercial & client activity, aligns people to objectives, and sets priorities and direction accordingly.
• Delivery excellence: Plans, executes, and prioritises work accurately and effectively under pressure and with minimal supervision, thinks ahead to deliver a superior client experience.
• Manages quality & upholds risk and confidentiality: Applies complete discretion and confidentiality in all areas of work performed and managed.
• Solution oriented: Shows a willingness to own and solve problems objectively, identifying underlying issues, and making information-driven recommendations.
• Is proactive and committed to continuously improving service.
• Issue & conflict resolution: Facilitates differences between individuals and groups in challenging situations; builds cross team collaboration and puts in place processes to protect conflicts and issues from arising.
• Talent development: Is motivated to develop self and others, identifies learning interventions that will support others and that encourages team. Supports colleagues through challenging and meaningful opportunities.

Connect to your business - Enabling Functions

Collaboration is central to everything we do at Deloitte. From IT to HR, marketing and more, our teams help to support the wider business in everything they do. Bringing your individual skills and specialist knowledge, you can make a far-reaching impact. Come join us.

Central business services

We deliver world-class business support services for our people, our clients and our firm. From HR services, technology and digital support and pensions to facilities management, and more - together we are a true enabler for better business.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Connect with your colleagues

"The amount of investment in me in terms of training and development has been incredible - it has undoubtedly helped me to progress my career."

-Jim, Enabling Functions

Our hybrid working policy

You'll be based in one of our UK locations with hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Our commitment to you

Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we're nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we'll take your wellbeing seriously, too. Because it's only when you're comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you can see. You'll be free to bring your true self to work every day. And you'll never stop growing, whatever your level .

Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers

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