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What You'll Do

The Operations Services Manager is responsible for the day-to-day management and development of the Executive Assistant (EA) and Personal Assistant (PA) cohort across Australia & New Zealand (ANZ). This role is critical in ensuring effective EA/PA line management, optimizing teaming and backup support, and continuous coaching and training initiatives to enhance both service quality and professional growth.

Reporting to the Operations Services Senior Manager, you will work closely with leadership to ensure EA/PA resources are strategically aligned with business needs. This role requires  exceptional interpersonal skills, strategic thinking, and a passion for operational efficiency and team development.

This business-critical position comprises part of our ANZ Operations Management team and will work directly with the Operations Services Senior Manager, to drive operational excellence.

As part of the management team based in Melbourne, a key responsibility of this role will be providing insights and updates from the Melbourne office with the broader management team, offering valuable on-the-ground perspectives that inform strategic decision-making.

 

EA/PA Line Management

Provide leadership, coaching, and oversight for the EA/PA cohort, ensuring optimal performance and service delivery.Conduct regular check-ins and performance reviews, offering constructive feedback, career development support, and mentorship.Act as the primary escalation point for EA/PA-related concerns, ensuring timely and professional resolution.Foster a positive, high-performance team culture, ensuring EAs/PAs feel supported, valued and engaged.

 

EA/PA Coaching & Training

Design and implement a coaching and training program tailored for EA/PA professional development, in collaboration with the Operations Services Senior Manager and HR.Organize learning and development (L&D) initiatives, including mentorship programs, workshops, and skill-building sessions.Partner with Senior EA Leads to ensure consistent day-to-day mentoring, training and support.Identify skills gaps and implement targeted training to enhance service capabilities and executive support effectiveness.Promote a culture of continuous learning, encouraging best practice sharing and knowledge exchange among the EA/PA community.

 

Teaming & Backup Support Coordination

Develop and manage a structured teaming model, ensuring balanced workloads and effective support coverage.Implement a robust backup support framework, to ensure continuity of executive support during absences or peak demand periods.Regularly review and optimize EA/PA resource allocation based on business priorities and leadership needs.Collaborate with stakeholders to ensure strategic pairing of EAs/PAs with executives, maximising efficiency and effectiveness.

Operational Excellence & Continuous Improvement

Work closely with the Operations Services Senior Manager to enhance operational efficiency across EA/PA services.Monitor and analyze key performance metrics, ensuring high standards of service delivery and continuous improvement.Stay informed of industry trends and best practices, ensuring that EA/PA services remain relevant, effective and aligned with evolving business needs.

What You'll Bring

Proven experience managing EA/PA teams or administrative support functions.Strong leadership and people management skills, with the ability to inspire and develop talent.Experience in resource allocation, backup coverage planning, and workload balancing.Demonstrated ability to develop and implement training and development programs.Excellent problem-solving, decision-making, and conflict resolution skills.Strong organizational and project management skills, with the ability to juggle multiple priorities.High emotional intelligence and stakeholder engagement skills, with the ability to build strong relationships.Adaptability and a proactive mindset, with the ability to drive continuous improvement.Familiarity with corporate administrative support tools and systems.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.\n
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