Manager, Executive Support Services, Central Business Services

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What will your typical day look like?

• Lead a team of 20-25 SEAs and EAs to provide exceptional customer support; adapt methods and behaviours to effectively engage and accommodate customer styles and preferences
• Manage and resolve issues on behalf of SEA/EA team members when support is required and diplomatically manage expectations related to scope of service that the team can engage in with key stakeholders
• Develop effective working relationships with other ESS Managers, ESS Supervisors and supported Partners to foster positive and productive teamwork and stakeholder relations
• Anchor all actions in a deep understanding of customer expectations, needs and challenges along with a solid knowledge of ESS processes and practices
• Implement best practices and identify opportunities for standardization and process improvement
• Lead the team to map out and implement new processes and tools to maximize productivity
• Foster continuous improvement, knowledge sharing and team building to build a high-performing team of ESS professionals through regular check ins, periodic team meetings, etc.
• Act as a role model for our Reinvented Performance Management experience by actively playing the role of Team Leader and Coach
• Leverage operational reports, service level agreements, and process KPIs to ensure we meet our commitments
• Manage leave requests (e.g., vacation, parental), overtime and timesheets. Arrange appropriate backup coverage for seamless Partner support and client service delivery.
• Discover training needs and provide coaching to ensure team is up to date and compliant with Deloitte brand standards, new technology, processes, guidelines and learnings
• Actively participate in ESS Manager/Supervisor meetings and other ESS initiatives
• Create a healthy, inclusive and motivating work environment and atmosphere.

About the team

As a part of the Executive Support Services team within Central Business Services, we work to leverage appropriate firm resources to manage, own and minimize administrative tasks for our clients. Our team handles work-related matters on behalf of and alongside the Partners and staff. We focus on growth, connection, and continuous on-the-job learning and collaboration.

Enough about us, let’s talk about you

You are someone with these required skills, experience & qualifications:

• Minimum four (4) years of supervisory and operational experience, preferably within a complex professional services work environment
• Experience that demonstrates excellent customer-service skills, strong communication and organizational skills and the ability to work in a new and growing team environment
• Ability to build effective teams in a hybrid work environment
• Comfort in working and dealing with ambiguity
• Proven ability to create a standard of excellence through process improvement and leveraging technology to achieve organizational goals
• Experienced building relationships with clients and colleagues at all levels
• Demonstrated experience in coaching and provide relevant learning to a team
• Exceptional ability to prioritize, make timely decisions, manage processes and manage and measure work
• Able to take initiative. Assertive, confident and willing to take appropriate and proactive action to accomplish tasks with a positive “can-do” attitude and professional demeanour
• Exercises critical thinking and good judgment/decision making. A critical and innovative thinker who can navigate gray areas, anticipate problems, formulate solutions and act accordingly
• Advanced-level knowledge of common industry software, such as Microsoft Office (Word, Excel, Outlook, PowerPoint) and Adobe Acrobat
• Ability to leverage AI-generated tools in day-to-day activities

It would be great for you to have some of these nice to haves as well:

• Bilingualism in English and French is an asset.

Total Rewards

The salary range for this position is $85,000 - $156,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.