Administrative Services Manager, Administrative Business Center - virtual

The Administrative Business Center (ABC) provides virtual administrative services and support to Deloitte professionals across all offices, businesses and levels in a virtual business center environment.
The Administrative Services Manager is responsible for the oversight and management of all aspects of an ABC team of US-based professionals assigned to multiple offices, providing daily guidance, expertise, coaching and counseling.
The Manager is a key business advisor to internal customers and stakeholders and collaborates with ABC and Admin COE leaders in both US and USI to create the vision for services, including future direction and service offerings, develop strategy for continuous improvement, drive quality, efficiency, and consistency across the ABC organization, and provide excellent service.
Job Responsibilities: Manage Daily Operations - Manage all daily aspects of the ABC team to ensure effective and efficient service delivery.
Collaborate with US and USI ABC leadership team to develop and implement improvements to processes, programs, and tools in support of Admin COE and Business Services strategy.
Lead and manage change positively and effectively.
Serve as a subject matter expert, providing leadership and guidance to staff supporting various projects/work streams.
Regularly and proactively meet with staff to build a cohesive, thriving team by educating, sharing information, and providing updates; understand issues, assess workload, support well-being, and provide ongoing performance feedback.
Define clear business objectives and guide the work of others, using strong problem-solving skills to address complex service challenges.
Consider individuals' career goals/strengths and the needs of the business when creating teams/groups to provide specific services.
Collaborate with other service lines within Business Services to support efficient and well-coordinated service delivery.
Monitor team members' compliance with policies and procedures (daily time reporting, overtime, etc.
) Manage Customer Relationships - Build and maintain effective internal customer and stakeholder relationships virtually across businesses.
Serve as an ambassador for ABC's services: educating customers, colleagues, and stakeholders on service offerings and capabilities.
Create a culture within ABC with focus on quality, service, accountability and understanding the needs of our customers.
Regularly review and assess customer feedback and continuously improve service.
Meet with customers to build strong relationships, understand business needs, improve service delivery, resolve issues, and provide solutions.
Proactively communicate issues, challenges, and solutions to ABC leadership Financial Planning and Analysis - Collaborate with ABC leadership to manage budget and productivity effectively through regular analysis and interpretation of key metrics, including headcount, utilization, overtime, and revenue reports.
Performance Management - Drive performance management process for the team, cultivating trust and strong performance through regular check-ins, regular performance discussions, and on-going coaching.
Collaborate with ABC Senior Manager and Talent to address and resolve performance issues.
Document issues appropriately.
Demonstrate poise and professionalism when facing resistance or challenges.
People Development - Serve as an excellent role model and primary counselor for team members.
Recruit and develop high performing talent.
Interview, make hiring recommendations and coordinate onboarding and training of new hires and transfers.
Understand and assess team members' skills to recommend appropriate training and professional development; counsel and motivate team members to capitalize on their strengths and improve in development areas.
Create an environment that builds accountability for and commitment to meeting objectives and producing quality work.
Build trust, confidence and credibility with team members.
Exercise discretion when dealing with privileged, personal or confidential information.
Qualifications: Bachelor's degree preferred; 5+ years of relevant experience managing a team in a large corporate environment preferred Excellent written and verbal communication skills Strategic thinker and strong problem-solver with demonstrated ability to develop creative and innovative solutions to complex problems Demonstrated ability to build strong, collaborative working relationships with professionals at all levels and develop/manage virtual relationships successfully across multiple geographies Empowered self-starter who is comfortable taking the lead on initiatives, projects, and challenges, while working collaboratively with ABC management and peers Demonstrated ability to successfully manage a large high performing team, balance many priorities effectively, and escalate issues effectively to management MS Office experience, confidence with technology and workflow tools/processes Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.
At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.
A reasonable estimate of the current range is $88800 to $165000 EA_ExpHire EA_FA_ExpHire #NDO2023