SATIC: Executive Support Team Leader at PricewaterhouseCoopers (PwC)

Summary:

• The Executive Support Team Leader is responsible for leading and nurturing a team of executive support staff and virtual assistants, ensuring exceptional service delivery to senior executives. This role involves coordinating workflows, managing team performance, and driving strategic initiatives to align with organizational objectives.
• The Team Leader will foster an environment that promotes career development, talent mapping, and succession planning.

Qualifications / Certifications required:

• A bachelor's degree in business administration, management, communications, or a related field is typically required.
• Proficiency in office productivity software (e.g., Microsoft Office Suite)

Experience and competencies required:

• A minimum of 3-5 years of experience in the management of executive support and administrative teams in a GLOBAL shared services environment
• Prior experience working directly with senior executives or C-suite leaders to understand and anticipate their needs.
• Experience in a supervisory or team leadership role, ideally within an global executive support or administrative environment.
• Proven track record of successfully leading and developing a team, with experience in performance management and coaching.
• Experience in identifying problems and implementing effective solutions in a fast-paced environment.
• Experience handling organizational changes and communicating them to a team effectively.

Responsibilities of role:

Team Management

• Lead and manage a team of executive support staff and virtual assistants.
• Provide guidance, training, and performance evaluations to team members.
• Assign tasks and projects based on individual skills and workload balance.
• Promote a positive work environment focusing on team wellbeing.
• Organize workshops or activities to enhance employee wellness and morale.
• Identify and nurture individualized career paths for team members.
• Provide resources for professional development and leadership training.

Workflow Allocation

• Coordinate and oversee task distribution across the team to enhance efficiency.
• Implement systems for effective task management and seamless communication.

Quality assurance

• Coordinate and oversee task distribution across the team to enhance efficiency.
• Implement systems for effective task management and seamless communication.
• Conduct individual quality assessments against agreed framework and provide management assurance.

Facilitate Open Communication:

• Encourage transparent communication channels between leadership and team members.
• Regularly convey leadership goals, strategies, and updates to the team.
• Serve as a point of contact for team feedback and queries directed at leadership.

Manage Expectations:

• Clearly articulate organizational objectives and expectations to the team.
• Align individual and team goals with broader company objectives.
• Set realistic deadlines and performance standards, considering both team capabilities and organizational needs.

Align Employee Goals with Organizational Objectives:

• Understand each team member's skills and career aspirations to align with company goals.
• Provide resources and guidance to help employees work towards mutual objectives.
• Foster a culture of ownership and responsibility towards achieving aligned goals.

Take Responsibility for Goal Setting:

• Collaboratively set team goals that support organizational objectives.
• Regularly review and adjust goals in response to changing circumstances or feedback.
• Ensure individual goals contribute to overall team success and organizational targets.

Conduct Effective Weekly Huddles:

• Use weekly meetings to review progress, address challenges, and celebrate achievements.
• Create educational opportunities through training sessions and skill-building activities.
• Encourage cross-skilling by organizing workshops or team-led presentations.

Promote and Support Cross-Skilling:

• Identify opportunities for team members to learn from each other.
• Facilitate mentorship within the team to develop diverse skills.
• Encourage participation in cross-functional projects to broaden skill sets.

Lead by Example:

• Demonstrate commitment to both team and organizational goals.
• Show accountability and transparency in own communication and work practices.
• Inspire trust and reliability by prioritizing team welfare along with organizational success.

Provide Feedback and Recognition:

• Regularly offer constructive feedback to team members on performance.
• Recognize and celebrate achievements to boost morale and engagement.
• Encourage a growth mindset by highlighting areas for development and learning.

Problem-solving

• Coordinate and oversee task distribution across the team to enhance efficiency.
• Implement systems for effective task management and seamless communication.

Standard Operating Procedure & Automation

• Design service SoP’s addressing and resolving any challenges within the support process.
• Ensure Process are automated and optimized using various AI tool
• Actively implemented measurable Quality assurance measures
• Develop solutions and improvements to enhance team effectiveness.

Reporting

• Keep weekly stats on all critical activities of your area to be used as monthly steerco pack submissions
• communicate relevant management information and activities to the team.
• Facilitate effective channels for information exchange and feedback gathering.

Desirable skill sets include:

• Leadership: Strong ability to motivate and develop a diverse team.
• Communication: Excellent verbal and written skills for interacting effectively.
• Organization: Exceptional organizational abilities for managing tasks efficiently.
• Problem-Solving: Proactive approach to identifying issues and implementing solutions.
• Technical Proficiency: Familiarity with project management tools and virtual platforms.
• Confidentiality: Ability to handle sensitive information discreetly.
• Empathy: Sensitivity to team member needs, fostering a supportive environment.
• Strategic Vision: Ability to align team goals with organizational objectives.
• Adaptability: Flexibility and resilience in responding to changing priorities, organizational needs, and executive preferences.
• Attention to Detail: Meticulous approach to quality assurance and accuracy in all aspects of team operations and service delivery.
• Decisiveness: Ability to make informed and confident decisions, providing clear guidance and direction to the team while navigating complex situations.
• Collaborative Nature: Cooperative and approachable demeanor to effectively collaborate with other departments, external partners, and the executive leadership.

Role related attributes:

• Detail-oriented and results-driven
• Proactive and solution-focused
• Comfortable working with ambiguity and managing change
• Culturally competent with a global mindset
• High integrity and professional accountability