Company Profile
Bain & Company is one of the top management consulting firms in the world. With 65 offices in 40 countries, we make our collective knowledge, experience, and global network available to our clients. We are embarking upon a significant transformation of our centralized non-consulting operations – Global Business Services (GBS) – to ensure they support the significant growth of our organization in the coming decade.
Part of this involves strengthening our support in the increasingly important geographies to our business in China, Southeast Asia and Australia, and in the APAC region more broadly. Following a successful pilot of Manager Assistants (MAs) in the region in early 2021, we now aspire to grow other business functions significantly in the coming years and are building a strong team in our Kuala Lumpur GBS Hub, to drive the transformation.
Position Summary
Based in our Global Business Services (GBS) in Kuala Lumpur, the role is to manage the team of Assistants (Manager Assistants and Executive Assistants) being part of EA/MA team, in compliance with agreed service levels. We are looking for someone with strong leadership skills, excellent communication and interpersonal skills, with a positive and ‘can do’ attitude and someone who has the ability to forge strong and successful working relationships in both physical and virtual settings.
Core Responsibilities and Duties
Service Delivery
Monitor service levels and NPS for the team and drive execution of action plans, as requiredDrive a strong service culture within the team and ensure Professional Standards, Operating Principles and MA and EA BDPs (Best Demonstrated Practices) are understood and appliedSet-up and monitor quality control processes to ensure “zero-defect” attitude for team operationsAct as EA/MA representative, spokesperson and champion in all areas, unique point of contact to solve client satisfaction issues with each member of the teamSupport the KL GBS leadership team to promote and grow the GBS EA/MA programsBuild and maintain strong relationships with regional EAMA Managers and senior executives
Resource Planning and Management
Monitor absence and holidays in accordance with GBS policiesManage leaves and backup planning for the teamRegularly assess workload and run efficiency/productivity improvement initiatives, where necessaryWork with HR to manage absenteeism issues, monitor attrition and conduct hiring and exit interviews
Recruitment, Selection and Induction
Coordinate EA/MA recruitment plan and process for the team, by providing input on hiring decisionsRecommend selection criteria, and review applications, and perform interviews, when neededOrganize and run induction sessions for all EA/MA hires Actively engage in probation reviews of new hires, ensure appropriate documentation, and ensure quality input is received from supported offices
Training and Professional Development
Manage training plans for the team (content, frequency, channels, trainers)Conduct team and individual catch ups with all EA/MA on a regular basis, reviewing skill plans, summary updates and track progressionAssess the specific training and development needs of the team membersCollect feedback from EAMAs, stakeholders and senior executives to identify skill gaps and areas for improvementDesign and deliver tailored training programs to enhance the skills and capabilities of the EAMA team to address the requirements of the EAMA roleIntegrate a variety of training approaches, including interactive workshops, and role-playing exercises to enhance learning effectiveness and engagementConduct regular team meetings and voice the team’s requirements to the managementOffer one-on-one coaching to EAMAs to guide their career development and address specific challenges, fostering a culture of ongoing enhancement and development.
Performance Review and Evaluation
Provide input on annual review process for team, and perform performance reviews for direct reportsLiaise with supported offices to get timely input on performance of team membersProvide input on promotion of team members, where necessary
Capabilities
Strong interpersonal skills. Structured, clear, focused communication, tailored to suit the audienceAbility to manage work allocation and ensuring sustainable work-life balance for all employeesAbility to prioritize, engage and develop trusting relationships with stakeholdersAbility to manage peaks in work activity in a positive, mature and productive mannerAbility to resolve conflict, while dealing with stakeholders and team members, on sensitive issuesAbility to make clear, calm, insightful decisions underpinned by logical arguments and team empathy Ability to adapt and work across teams, while appropriately combining delegation and direct interactionAbility to encourage collaboration and knowledge sharing between team members and across teamsAbility to multi-task, stay organized and manage time well
Qualifications
Bachelor’s/Master’s degree in a business discipline 7+ years of overall experience working in a matrixed, global professional services environment3+ years of people management experience, including hands-on experience of managing EA/MA teamsPrior experience in an EA/MA/PA role would be an assetDemonstrated experience in resolving complex employee relations issuesHigh level proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint).