USI Leadership Support Centre – Senior Analyst – Deloitte Support Services India Private Limited
Join our team of dedicated enabling area professionals in Deloitte US’ organization in India (USI) who support global teams. The Central Business Services (CBS) organisation in the UK receive support from the Extended Delivery Centre (EDC) in USI.
We are looking to recruit outstanding individuals to become a pivotal part of our Leadership Support Team within Business Support Services in our Hyderabad office. The role will be of interest to those who have a positive attitude, willingness to learn and good organisational skills. Ingenuity, resilience, and integrity, with an ability to use your own initiative to resolve problems quickly will be key to success in this role.
Work you’ll do
Ideal candidates will be looking to start a career in Business Support Services or Executive Assistants that are looking for a new challenge. You will have access to a comprehensive support and training package designed to equip you with the skills and competence that will be invaluable to you if you wish to explore a career as either an Executive Assistant or other roles within Deloitte. The role will be of interest to those who have a positive attitude, willingness to learn and good organisational skills. Ingenuity, resilience and integrity, with an ability to use your own initiative to resolve problems quickly will be key to success in this role. You will be continually working on improvements and efficiencies to ensure processes are optimized utilizing technology and tools
Responsibilities of the role include:
- Calendar management: Scheduling client and senior stakeholder meetings
- Client relationship: Supporting meeting materials, coordinating schedules, organizing logistics and diary invites
- Travel arrangements: Arranging travel, PTA, visas and booking accommodation
- Expense management
- Support Executive Assistants (EAs) in submitting expense claims, the reconciliation of American Express statements, booking meeting rooms and creating travel itineraries on behalf of Partners using the required Deloitte systems to do so in line with policy
- Support with and respond to ad hoc requests and general queries from EAs in a timely manner
- Manage requests and tickets through the ServiceNow portal/Mailbox, as applicable
- Adhere to Quality Assurance policies by filing all deliverables, as well as all correspondence with EAs and other requestors in the designated Microsoft Teams folders
- Understand and adhere to the Deloitte UK Travel & Expenses policy
- Update service documentation and training manuals (SOPs, Process Maps and SIPOCs) when required
- Out-of-Office alternative contact: Supporting the movement of client emails during periods of absence and leave of Senior Directors
- Building strong relationships with key client EAs alongside clients, Partners, Directors, and staff
- Cover during periods of holiday and sickness and support ad hoc projects/tasks for Senior Directors
- Actively coordinating with the team on a day-to-day basis and act as a point of escalation for the team to resolve complex queries
Duties include but are not limited to:
- Performing Quality Check (QC) for the requests completed by the team members
- Work on requests and deliverables to be up to date on all the process related updates
- Provide feedback to the aligned team members on the findings in the QC undertaken
- Strengthening and driving quality standards and controls awareness across the team through training, upskilling, engaging and communicating
- Produce quality reports and summaries as per the QC framework and share with the team members and the Assistant Manager for further action
- Support training needs based on the skill gap identified in the QC
- Have a good understanding of all the processes in the team to the level of execution
- Provide training to new hires, refreshers, helping upskill the team members in the areas they are lacking
Stakeholder Management:
- Proactively communicates in a transparent manner with the USI Assistant Manager and UK Stakeholders regularly regarding Quality checks, training requirements identified after performing gap analysis etc.
- Work with the USI Assistant Manager to understand and align local strategy. Be responsible for building relationships with stakeholders in USI and UK.
Team Responsibilities:
- Responsible for the quality of the deliverables
- Work very closely with the USI management team and UK stakeholders to deliver high quality deliverables
- Provide feedback to the team based on the findings in the QC performed
- Provide recommendations to the Assistant Manager on training needs based on the gaps identified in QC
- Actively co-ordinate with the team on a day-to-day basis including training, timekeeping and supporting in meeting the service level agreements (timelines, utilisation, quality etc.)
- Act as a point of escalation for the team to resolve complex queries
- Produce quality reports, schedules, and summaries as per the requirements shared
- Ensure that all the work deliverables are dealt in line with the agreed terms and SLA’s
- Support the team during high volumes but continuing to maintain focus on QC
Communication:
- Demonstrate and create a culture of open, proactive, transparent communication between the USI teams/management and the UK stakeholders
- Support the USI Assistant Manager in resolving escalations received in relation to processes owned by the team by reviewing action taken and offering up recommendations for improvement
- Proactively identify & raise potential issues to the EDC Service Delivery Manager for discussion with the UK Delivery Manager and lead the team to take the necessary agreed and cascaded actions
The key skills required:
- The successful candidate will be able to demonstrate a professional, friendly, approachable manner coupled with the ability to communicate with staff at all levels, especially when under pressure
- Can analyse a problem and see a bigger picture, demonstrating the ability to overcome barriers
- They should also be able to work using their own initiative, showing attention to detail and customer focus, with a good understanding of the client’s needs and priorities
- Committed to working with their team to maintain a positive team spirit
- Good listener with a calm manner, and the ability to ask effective questions
- Able to communicate in writing at all levels, displaying good email etiquette
- Excellent customer service skills, and a good telephone manner
- Must be a supportive team player who is reliable and respects others, with a desire and drive to meet and exceed team targets
- Must demonstrate a methodical, analytical and clear approach to problems
- Is able to act with urgency when necessary
- Is open, receptive and adaptable to change
- Demonstrates integrity and a can-do attitude
Qualifications Required:
- Any Graduate with 4-6 years of experience in Admin assistant roles
- Good working knowledge of Microsoft office (Word, Excel, PowerPoint, Outlook)
- Ability to plan, prioritise, multi-task and manage own workload to tight deadlines
- Proactive and creative approach to problem solving - ability to 'think outside the box'
- Diligent, conscientious and with a strong attention to detail and a Team Player
- Strong written and verbal communication skills; ability to draft own correspondence
Work Location: Hyderabad
Work Timings: 2 Pm to 11 PM
How you’ll grow
At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities— including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
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