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Global Executive Support Services Centre of Excellence, Senior Manager
4 months ago
The vision for the Centre of Excellence (COE) is to support the development of BCG’s Global Executive Support Function Strategy with the goal of delivering a world-class experience to our customers in an optimized way. The COE Senior Manager will drive the centralised coordination across our key areas covering data, location strategy, technology, talent management and global collaboration. Working closely with leaders across BCG and in the Executive Support Function, you will drive the multi-phase roadmap for the future COE’s agenda and operations. This role will have a high impact across hubs (200+ FTEs) and the Function (2K+).
Drive Insight through Data
- Operationalise data insights and metrics by gathering and extracting actionable insights from global Executive Support data sets such as the Customer Satisfaction (CSAT) Survey and our global Fact Base
- Liaise with key operational leaders to ensure Fact Base is updated regularly
- Define and maintain additional centralized data reporting, as required, to drive the overall strategy for the Function
- Define guardrails for our shared service hubs in Delhi and Lisbon to align with our shared service and location strategy
- Ensure consistent policy application across all hubs and regions
- Drive overall technology strategy, change management and integration by liaising with functional leaders, internal IT teams, and potential vendors to drive Proof of Concepts (POCs) and global rollouts
- Influence and drive the longer-term technology strategy
- Partner with our Executive Support Services’ HR Business Partners (HRBPs) to evolve our global talent management strategy and value proposition for our team of 200+ EAs and AAs in Delhi and Lisbon hubs
- Implement career competencies and frameworks for the team, as well as operationalizing onboarding, training, and upskilling programs where needed
- Together with the Global Executive Support Services Senior Director, own the agenda and strategy for bi-monthly Network calls
- Create and foster a culture of collaboration, transparency and best practice-sharing across the Global Network to implement priority initiatives, such as developing and managing a microsite for communication and resource sharing
- Execute a communication strategy to align on major initiatives within the function
YOU'RE GOOD AT
- Collaboration and Service Delivery: Proven ability to collaborate effectively with senior stakeholders and deliver exceptional service outcomes.
- Operational Excellence: Demonstrated track record of delivering established service levels within target cost parameters.
- Leadership: Experience in leading, motivating, and developing large, multidisciplinary, diverse, and globally dispersed teams.
- Strategic Capabilities: Strong strategic thinking, business judgment, and value-based decision-making skills.
- Data Management: Proficient in operationalizing and extracting insights from data sets to drive decision-making.
- Technology Liaison: Experience acting as an interface between functional leaders and technology teams.
- Influence and Communication: Ability to interact and influence at all levels within the organization, from junior members to senior leadership.
YOU BRING (EXPERIENCE & QUALIFICATIONS)
A track record of experience which demonstrates the capabilities set out as accountabilities above, particularly:
- Excellent track record of delivering transformation in the BCG context through getting alignment & buy-in across a diverse set of stakeholders
- Excellent communication and stakeholder engagement skills
- Project/change management – implementing new ways of working
- Leading or driving E2E process development, automation, and/or change across a wide number of processes
- Proven ability to succeed in a complex, demanding global environment.
- Bachelor’s degree or equivalent preferred
- 10+ years’ experience in BCG or a similar fast-paced global complex organization.
YOU'LL WORK WITH
- Functional Leaders in markets across global BCG offices
- Leaders and Managers in our Executive Support teams across the world
- Technology Product leaders
- Business Managers
