Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You'll Do

At BCG, our Executive Support Enterprise Services team focuses on delivering world-class support and leverage to our firm’s senior leaders in an optimized way. The Service Engagement Senior Manager will collaborate with leaders within the Executive Support Function to scale the operations and teams in our New Delhi and Lisbon hub and accelerate the function’s shared services strategy.

The Executive Support Enterprise Services team is encouraged to approach work with an entrepreneurial, strategic, and customer-centric mindset, always questioning the status quo and proactively seeking opportunities for process improvement and innovation. We expect all team members to reinforce an inclusive culture grounded in collaboration, continuous learning, openness, and adaptability.

 

WHAT YOU’LL DO

Own the service and senior client engagement of the Administrative Services Support model with a focus on our hubs in Delhi and Lisbon, preparing for the next phase of developmentPartner with operational leaders to develop business cases for inquiries related to new cohorts, expansion of service offerings, and markets, ensuring consistency in service and communicationLead and drive discussions with key functional leaders in our supported markets to gather promotion trajectories, hiring and growth targets, and stakeholder attrition to inform early planning and resource allocationAct as a thought partner to the Delivery Senior Manager and Director in the Delhi and Lisbon hubs on how to best leverage the functions shared services operationsWorking closely with the Global Executive Support Services Leader and the Centre of Excellence (COE) Senior Manager on special projects to drive the centralised coordination for the global function across our key areas covering data, location strategy, technology, talent management and global collaborationPartner with diverse stakeholder groups to advance the Executive Support Services (ESS) within Enterprise Services, demonstrating a consistent and professional presence to all customer levels and ensuring excellence in service that is both timely and consistent

YOU’RE GOOD AT

Championing and designing the use of shared service models and operational planning including:Collaborative engagement and planning with markets including, finance, and HR to translate business plans into accurate growth targets, enabling delivery teams to efficiently align staffing levels with projected demandExpertise in developing comprehensive business cases to expand to new cohorts and service offerings with a strong emphasis on the integration of proven methodologies to ensure successful outcomes, drawing on insights from comparative analysis of other service hubs coupled with strategic outcome modelling for leadership discussionsLeadership in change management strategies, ensuring seamless integration of new teams and stakeholders within our service delivery model. This encompasses the creation of comprehensive stakeholder onboarding materials, efficient data transfer to POCs, and the facilitation of smooth transitions to delivery team managers, along with driving effective stakeholder communicationLeading satisfaction levels and service excellence provided to a wide stakeholder base with varying levels of seniority and complexity by:Oversight of the new Customer Satisfaction (CSat) survey and commitment to drive change while working collaboratively with the markets and the leadership team in the Delivery business to ensure excellence in serviceRegular preparation of Quarterly Business Reviews tailored for each Market Point of Contact, ensuring strategic alignment and accountability, to drive your leadership discussionsEffective communication with delivery team members and stakeholders to synchronize workflows, processes, and priorities, ensuring robust governance and customer-centric culture

What You'll Bring

Ten+ year of experience including service management and customer engagement in a multi-site/ cross country environmentAbility to partner and engage effectively with a range of stakeholders, including leadership teamsStrong communication skills and dedication to professional service standardsStrategic planning capabilities and foresight in resource planningCommitment to upholding and implementing standard operating proceduresBachelor’s degree or equivalentProject/change management – implementing new ways of workingExperience of professional services is beneficial

Who You'll Work With

Delivery Business LeadershipFunctional and Operational Leaders in markets across global BCG officesLeaders and Managers in our Executive Support teams across the worldAdministrative Team Managers in shared services locations

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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