Enterprise Services (ES) was established in 2022 to provide resilient, scalable and cost-competitive services to BCGers around the world. It includes a range of business-critical activities including Global Finance Operations, Procurement & Payables, Travel, Meetings & Events, Case Team Services, ClientView, Real Estate, Executive Support Services, and Business Insights and Analytics; supported by transversal expertise in our product portfolios and Service Excellence teams. Approximately 70% of Enterprise Services employees are located in Delhi, with smaller concentrations in London, Boston, Costa Rica, Madrid, Munich, and Atlanta.
The Enterprise Services Excellence Team (ESXT) partners across BCG’s Enterprise Services Service Lines to instill a sophisticated analytics-based service management infrastructure, oversee large change programs, advance people-centric learning & development initiatives. ESXT ensures BCG’s Enterprise Services set the standard for BCG operations, enabling BCG’s global impact that empowers our client organizations to grow, build sustainable competitive advantage, and drive positive societal impact.
As a Director focused on ES Service Management, you will join at a transformational moment as we elevate the analytical rigor and accountability of our service lines. Your role will be to lead Service Management across ES service lines, designing a unified approach to tracking and improving their services. In the short term, you will take ownership of responsibilities related to service line metrics and KPIs that have already been stood up, including driving the evolution of the reporting format, execution of all delivery, and addition of new metrics. You will bring strategic insights to light through data analysis, visualizations, and compelling narratives that spur action. Together with your colleagues in the Enterprise Services teams, you will help embed analytical rigor into executive management decision-making.
Your role will be to lead Service Management for the aforementioned service lines through responsibilities including:
Leading the design and development of metrics that track the effectiveness of services and initiatives.
Partnering with Service Line leaders and teams to design and improve sophisticated measures of value
Collaborating with the ES Business Intelligence and Analytics team to implement, execute, and automate Service Management reporting
Driving a cadence of regular reporting and management discussions with the ES Leader
Overseeing the implementation of advanced reporting dashboards and the associated data structures
Fostering connections between ES teams, bridging gaps and advancing skill levels through shared areas
Working closely with the Enterprise Services Leadership Team (ESLT), supporting their value agenda
Coaching and advising Service Line leaders, probing to uncover root causes behind data patterns and guiding leaders to self-identify areas for improvement and change
Utilizing business intelligence tools and methodologies to provide actionable insights and recommendations
YOU'RE GOOD AT
Engaging Leaders Through Thoughtful Dialogue: You excel at partnering with service line leaders by asking insightful questions that uncover root causes and drive self-motivated change.
Effective Coaching and Advising: You skillfully coach and advise senior leaders, guiding them with probing questions and collaborative discussions, empowering them to independently identify and implement effective solutions.
Listening carefully and thinking independently: You can hear what someone needs, translate it into your own words, and create it effectively.
Communicating in a mature and thoughtful manner: You demonstrate clear, concise, and persuasive communication valued by senior leaders in discussions and meetings.
Structuring and analyzing information: You effectively organize and analyze data, turning complex ideas into insightful, high-quality deliverables.
Considering how complex services drive value for BCG: You identify issues in value propositions and translate complex objectives into effective narratives.
Working collaboratively with many customers and stakeholders: You manage diverse needs and constraints, maximizing strategic value for the firm.
Remaining perceptive and willing to quickly familiarize yourself with new topics: You quickly adapt and understand new subjects and environments.
Maintaining assertiveness and results-orientation: You confidently pursue goals and demonstrate a strong focus on achieving results.
Acting with openness and professionalism: You show competence, integrity, respect, and professionalism towards both internal and external contacts.
Exercising good business judgment and a collaborative style: You connect as a trusted peer with all organizational levels and work well with others.
Synthesizing and visualizing complex data strategically: You create accurate and insightful data visualizations and communicate information clearly to leaders.
YOU BRING (EXPERIENCE & QUALIFICATIONS)
Experience assessing and driving organizational improvement; preferably within complex institutions and influencing senior leaders.
Proven track record of successfully designing and implementing balanced scorecard / key performance indicators that have positively impacted organizational performance and profitability.
Proven ability to work effectively in a global environment with people at all levels, preferably in a professional services organization.
Sound strategic, analytical, and reporting skills combined with excellent communication skills; written and oral (English).
Bachelor’s or Master’s degree with demonstrated quantitative facility: Mathematics, Finance / Accounting, Computer Sciences, Economics, or other related fields.
Knowledge of financial statements including P&L, Balance Sheet, etc.
Demonstrated computer literacy preferred via experience with data analytics and business intelligence tools (e.g. Excel, SAP Business objects, Power BI, Tableau, etc.).
YOU'LL WORK WITH
Senior Director of Enterprise Services Excellence and the ES Excellence Team
Enterprise Services Leadership Team, including the Enterprise Services MDP
Enterprise Services Business Intelligence and Analytics Team
Enterprise Services Digital Products Portfolio Team
Enterprise Services Finance Business Partner