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.

Service Delivery

• Monitor service levels and NPS for the team and drive execution of action plans, as required
• Drive a strong service culture within the team and ensure Professional Standards, Operating Principles and MA and EA BDPs (Best Demonstrated Practices) are understood and applied
• Set-up and monitor quality control processes to ensure “zero-defect” attitude for team operations
• Act as EA/MA representative, spokesperson and champion in all areas, unique point of contact to solve client satisfaction issues with each member of the team
• Support the KL GBS leadership team to promote and grow the GBS EA/MA programs
• Build and maintain strong relationships with regional EAMA Managers and senior executives

Resource Planning and Management

• Monitor absence and holidays in accordance with GBS policies
• Manage leaves and backup planning for the team
• Regularly assess workload and run efficiency/productivity improvement initiatives, where necessary
• Work 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 decisions
• Recommend selection criteria, and review applications, and perform interviews, when needed
• Organize 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

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 progression
• Assess the specific training and development needs of the team members
• Collect feedback from EAMAs, stakeholders and senior executives to identify skill gaps and areas for improvement
• Design and deliver tailored training programs to enhance the skills and capabilities of the EAMA team to address the requirements of the EAMA role
• Integrate a variety of training approaches, including interactive workshops, and role-playing exercises to enhance learning effectiveness and engagement
• Conduct regular team meetings and voice the team’s requirements to the management
• Offer 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 reports
• Liaise with supported offices to get timely input on performance of team members
• Provide input on promotion of team members, where necessary

Capabilities

• Strong interpersonal skills. Structured, clear, focused communication, tailored to suit the audience
• Ability to manage work allocation and ensuring sustainable work-life balance for all employees
• Ability to prioritize, engage and develop trusting relationships with stakeholders
• Ability to manage peaks in work activity in a positive, mature and productive manner
• Ability to resolve conflict, while dealing with stakeholders and team members, on sensitive issues
• Ability 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 interaction
• Ability to encourage collaboration and knowledge sharing between team members and across teams
• Ability 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 environment
• 3+ years of people management experience, including hands-on experience of managing EA/MA teams
• Prior experience in an EA/MA/PA role would be an asset
• Demonstrated experience in resolving complex employee relations issues
• High level proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint).