Operations Services Manager

YOU'RE GOOD AT

• Proactive – looking ahead at what needs to be done, strong service orientation and sensitivity to responding to customer needs
• Relationship oriented – proactively wanting to build relationships both within BCG and externally
• Flexible – must be able to perform successfully in a fast-paced, constantly changing environment, able to interpret rules and guidelines with flexibly to enhance the business, in keeping with BCG’s values, and culture
• Innovative – thinking outside the box and always looking for new ways of working
• Trustworthy – exercising sound judgment in managing confidential/sensitive information
• Self-motivated, demonstrating good judgment and willingness to take risks - able to effectively prioritize and make decisions independently, using good judgment to identify where sign-off is needed; solution driven and willing to offer suggestions for improvement; able to work with limited direction and supervision at times
• Managing workflow and coordination of reportees assignments based upon client needs
• Coordinating with other departmental supervisors and managers regarding operational issues and other logistical and resource requirements
• Facilitating conflict resolution among different stakeholders
• Continually monitoring productivity and take necessary action to adapt and improve where necessary
• Managing the annual and mid-year performance review processes for the team; generating performance evaluations
• Ensure effective communication with the EA staff regarding firm policies, procedures and expectations
• Handle difficult and confidential situations with poise, understanding and tact
• Able to build a high performing team and develop an excellent, world class customer service culture

YOU BRING (EXPERIENCE & QUALIFICATIONS)

• Any graduation degree with 10+ years' experience in a similar role within a high-performing professional services environment.

− role model with strong values & experience in change management

− Excellent organisational skills with strong mentoring and coaching skills

− flexible approach and ability to manage conflicting priorities

• Positive outlook and professional approach
• Can develop and manage relationships with key stakeholders at all levels of the organisation. Builds strong networks and collaborative relationships
• Open and approachable, builds trust quickly and skilled at dealing with people issues both professionally and confidentially
• Demonstrates good judgement and the ability to resolve conflicts successfully. Calm and effective under pressure, demonstrates high levels of resilience
• Works autonomously and proactively but escalates when needed. Drive and enthusiasm to motivate and encourage a wide diverse team
• Hands-on and flexible approach. Recognize and maintain confidentiality
• Ability to manage and resolve issues and address any team-related concerns