About the Role

Reporting to the Director of Global Consulting Support, the Consulting Support Manager (CSM) leads the regional Consulting Support team, overseeing the operational delivery of consulting services to clients. Working closely with our Consultants, the CS team ensures seamless project management, coordination, and administration, maintaining high service standards for clients, participants, and colleagues.

As part of a global network, the CSM collaborates closely with the local regional leader, as well as Sales and Consulting Directors, to support sales opportunities, anticipate resource requirements for upcoming projects, and ensure the team delivers effectively at a regional level. The CSM is also responsible for ensuring that all operational activities are executed efficiently and to the required standards. Leveraging a strong global network, the CSM works alongside the Director of Global Consulting Support and fellow CSMs to enhance processes, systems, and collaboration across the organization.

Role Responsibilities

Team Leadership

▪ Lead the regional Consulting Support team with clear purpose, responsibilities and KPI’s aligned to the global approach.

▪ Allocate projects and tasks, based on skills, experience and client needs, whilst providing opportunities for the personal and professional development of your team members.

▪ Use and continually develop personal Leadership skills.

Operational oversight

▪ Oversee the team’s activities, ensuring efficiency and accuracy in all internal operations and processes.

▪ Ensure the teams are meeting SLAs and leveraging other Client Experience teams effectively.

Project set up and management

▪ The Consulting Support Manager takes responsibility for the project management of more complex projects and oversees the management of projects being supported by others within the team.

▪ Work with Lead Consultant and Project Lead / Project Coordinators to set up new projects, confirming client objectives/deliverables, project resources, managing achievement of timelines, agreeing and managing the budgets, monitoring and minimising risks, and resourcing the team to deliver.

▪ Create and manage a project plan (where applicable) tracking project progress and performance throughout. This includes setting up projects in OpenAir with Tasks and Planned Hours.

▪ Support with adapting and realigning priorities as required throughout the project timeline, whilst monitoring and reporting potential scope creep.

▪ Deliver regular status updates to clients regarding projects and progress.

▪ Keep up to date records and details of internal materials/documentation created for each project.

Client/participant management and support

▪ Jointly manage the client relationship with the Lead Consultant and Client Partner to ensure a gold standard service.

▪ Utilise (Senior) Project Coordinators to ensure all client and participant management activities are completed for projects owned by the Consulting Support Manager.

Financial Management

▪ Oversee the financial processes for Consulting delivery, ensuring accurate and timely invoicing, forecasting, supplier management and cost management.

▪ Assist in the definition of project scope and objectives, involving all relevant internal stakeholders, ensuring technical feasibility and all relevant costs are considered.

▪ Assist with the financial aspects of projects, including system management, revenue management and invoice preparation and tracking, as well as associate spend and cross charge costs, ensuring accuracy and promptness.

▪ Correctly set up and record projects in Open Air, ensuring project budgets and costs are captured to enable accurate project profitability reporting. Where Open Air is used for invoicing ensure all revenue recognition and invoicing is completed.

▪ Reporting on all the above processes to the relevant departments.

Resource Planning

▪ Regularly review the allocation of resources across the region, to ensure optimal use of our consultants and external associates. Provide updates/discuss with local Consulting leaders, as needed. Ensure any systems used for resourcing and participant scheduling, both regionally and globally, are used to maximum effect and kept up to date at all times.

▪ Work with the Lead Consultant to resource client work to ensure the efficient use of internal resources and associates.

▪ Book and confirm sessions with participants and consultants. Issue SOWs & POs for associates where used.

▪ Coordinate materials, flights and accommodation, as required.

Quality Assurance

▪ Ensure the highest standards of service quality are maintained across all touchpoints; meet regularly with Country Leaders to ensure effective service delivery to their Sales and Consulting teams, Participants and Clients.

▪ Be a point of escalation for client feedback.

▪ Regionally, where required, keep up-to-date records and details of internal material. Review materials/documentation/reports to ensure accuracy, clarity and professionalism, coordinating Consultant QA where required.

▪ Collect, compile, analyse and manage client data ensuring its confidentiality, accuracy and security.

▪ Monitor the completion of Consultant produced reports, co-ordinating QA, proofing and issuing to the client/candidate/participant as per the requirements of the SLA.

▪ Conduct and present project reviews including lessons learnt and profitability statistics. Identify and record opportunities to improve processes and become more efficient in project management and delivery.

Working within a global team

▪ Work with all regional Consulting Support Managers to share knowledge, identify and implement best practices, and drive the improvement and alignment of our processes globally.

▪ Managers of regional Consulting Support teams work together to share activities within and between Consulting Support teams to alleviate pinch points, where possible. Your role may require you to undertake additional tasks in order to provide effective service to our internal and external clients.