Secretarial Team Lead / Executive Assistant Supervisor

Job description

Role: Secretarial Team Lead / Executive Assistant supervisor
Location: London
Salary: up to £42,500 + benefits

The role of the Executive Assistant (EA) Supervisor is to be the first point of contact for stakeholders in regards to all matters related to Executive Assistant support. They will ensure a high level of customer service satisfaction through effective and pro-active line management and career development for teams of Executive Assistants at all levels.

The EA Supervisor ensures professional and value-adding secretarial and administrative services to Accenture Leadership enabling the executives to focus their time according to their business priorities.The role will measure and report the quality of Executive Assistant support provided to Accenture Leadership within the framework of the EA Service Model.


Reporting into a Business Services Associate Manager, the Business Services EA Supervisor will be responsible for managing the following:

·  A team of Executive Assistants who are responsible for delivering service to a number of executives each using the tier support model approach
·  Customer satisfaction of the Accenture Leadership through monitoring the delivery of customer service and building customer relationships
·  Service quality through accurate measuring and reporting ensuring objectives are within boundaries set by agreed service level agreements

Responsibilities

Driving for Customer Service excellence

·  Role model exemplary customer service in all activities to set a standard for the function
·  Proactively and effectively manage and develop customer relationships across the business to ensure the EA services are fit for purpose
·  Provide the first point of contact for all customer issues/requirements/communications in support of and in conjunction with the Executive Assistant teams to achieve consistency of approach and deliver customer excellence
·  Carry out regular 1:1 Accenture Leadership surveys, updating Accenture Leadership on the EA model, to facilitate a quick reaction to comments and requests, escalating as required

People Management
·  Set and measure SMART goals, objectives and behavioral guidelines - 12 hrs per EA PA = 1572 hours to drive the development of a high performing team
·  Plan and prioritise completing appropriate documentation to ensure successful induction/probation.
·  Coach individuals and teams in order to deliver improved performance and satisfaction
·  Provide meaningful and realistic career planning, development and counselling to motivate and develop the team

Customer Relationship Management
·  Establish manage and develop effective key relationships with a wide range of stakeholders, within Accenture in order to achieve advocacy
·  Manage a team who are seen as experts in their field to achieve a “go to team”
·  Proactively seek feedback in line with the Service Model (VOC 10% of users per month) to effectively manage customer relationships
·  Reactive quickly and professionally to issues e.g. problems with EA support, customers wrongly using service to champion the EA model, escalating as appropriate

Resource & Financial Planning

·  Identify and forecast resource requirements and changes (includes Accenture Leadership movements “keeping ear to the ground” for advance warning of movements to ensure a professional and consistent service)
·  Plan and resolve resource requirements, manage rosters (includes allocation reports and link to HR and new hires) to ensure a professional and consistent service
·  Recruit appropriately skilled resources to cover requirements ensuring cultural fit.
·  Establish and manage hours of coverage and related shift patterns to meet customer needs

Desired profile

Skills Requirements

·  Experience of working in a fast paced pressurised commercial environment
·  Previous line management experience and proven understanding of the EA/Business support function
·  Excellent written and oral communication skills
·  Excellent influencing and negotiation skills
·  Ability to develop and maintain excellent collaborative client relationships
·  Ability to work to tight deadlines and handle critical situations

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world's largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com .

Please also note that 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 .

Closing date for applications 31 st May 2016. Accenture reserve the right to close the role prior to this should a suitable applicant be found.