At BCG, our Executive Support Enterprise Services team focuses on delivering world-class support and leverage to our firm’s senior leaders in an optimized way. The Service Engagement Senior Manager will collaborate with leaders within the Executive Support Function to scale the operations and teams in our New Delhi and Lisbon hub and accelerate the function’s shared services strategy.

• Own the service and senior client engagement of the Administrative Services Support model with a focus on our hubs in Delhi and Lisbon, preparing for the next phase of development
• Partner with operational leaders to develop business cases for inquiries related to new cohorts, expansion of service offerings, and markets, ensuring consistency in service and communication
• Lead and drive discussions with key functional leaders in our supported markets to gather promotion trajectories, hiring and growth targets, and stakeholder attrition to inform early planning and resource allocation
• Act as a thought partner to the Delivery Senior Manager and Director in the Delhi and Lisbon hubs on how to best leverage the functions shared services operations
• Working closely with the Global Executive Support Services Leader and the Centre of Excellence (COE) Senior Manager on special projects to drive the centralised coordination for the global function across our key areas covering data, location strategy, technology, talent management and global collaboration
• Partner with diverse stakeholder groups to advance the Executive Support Services (ESS) within Enterprise Services, demonstrating a consistent and professional presence to all customer levels and ensuring excellence in service that is both timely and consistent

YOU’RE GOOD AT

• Championing and designing the use of shared service models and operational planning including:
  • Collaborative engagement and planning with markets including, finance, and HR to translate business plans into accurate growth targets, enabling delivery teams to efficiently align staffing levels with projected demand
  • Expertise in developing comprehensive business cases to expand to new cohorts and service offerings with a strong emphasis on the integration of proven methodologies to ensure successful outcomes, drawing on insights from comparative analysis of other service hubs coupled with strategic outcome modelling for leadership discussions
  • Leadership in change management strategies, ensuring seamless integration of new teams and stakeholders within our service delivery model. This encompasses the creation of comprehensive stakeholder onboarding materials, efficient data transfer to POCs, and the facilitation of smooth transitions to delivery team managers, along with driving effective stakeholder communication
• Leading satisfaction levels and service excellence provided to a wide stakeholder base with varying levels of seniority and complexity by:
  • Oversight of the new Customer Satisfaction (CSat) survey and commitment to drive change while working collaboratively with the markets and the leadership team in the Delivery business to ensure excellence in service
  • Regular preparation of Quarterly Business Reviews tailored for each Market Point of Contact, ensuring strategic alignment and accountability, to drive your leadership discussions
  • Effective communication with delivery team members and stakeholders to synchronize workflows, processes, and priorities, ensuring robust governance and customer-centric culture

You Bring (experience & Qualifications)

• Ten+ year of experience including service management and customer engagement in a multi-site/ cross country environment
• Ability to partner and engage effectively with a range of stakeholders, including leadership teams
• Strong communication skills and dedication to professional service standards
• Strategic planning capabilities and foresight in resource planning
• Commitment to upholding and implementing standard operating procedures
• Bachelor’s degree or equivalent
• Project/change management – implementing new ways of working
• Experience of professional services is beneficial