What you will do 

• Provide day-to-day leadership and oversight for a team of approximately 25 Business Administrators, ensuring the delivery of a consistent, high-quality and customer-focused service. 

• Act as coach to an allocation of approximately 8-9 coachees, including goal setting, regular coaching and feedback, performance reviews, wellbeing support and participation in the year-end review process. 

• Promote an open-door culture that supports collaboration, wellbeing, development and high performance across the team. 

• Serve as a key member of the Business Administration Management Team, contributing to strategic priorities, operational decision-making and continuous improvement initiatives. 

• Work closely with the BA Manager, fellow Team Leaders and Task Allocators to manage workloads, priorities, resource allocation and capacity planning, ensuring service levels and deadlines are achieved. 

• Work collaboratively with other Team Leaders to optimise utilisation and resource deployment across the Business Administration Hub during both busy and quieter periods. 

• Oversee ServiceNow ticket queues and support the efficient delivery of Director and business requests, ensuring work is managed effectively and service standards are maintained. 

• Monitor service delivery, ServiceNow activity, BA dashboard insights and operational trends, identifying opportunities to enhance efficiency, quality and consistency through process improvements, automation and AI-enabled solutions. 

• Drive continuous improvement initiatives, embracing and championing innovative ways of working and technologies that enhance service delivery and streamline processes. 

• Liaise with Lines of Service stakeholders to understand requirements, manage expectations and ensure a high-quality support service is delivered. 

• Take ownership of a Business Administration community pillar, such as Innovation & Collaboration, Learning & Development, or Performance & Impact. 

• Support the onboarding and integration of new Business Administrators, including buddy allocation, knowledge transfer and ongoing development. 

• Review training and development needs across the team, working closely with the BA Manager, Team Leaders and Learning & Development teams to develop effective learning solutions. 

• Manage holiday requests, act as a point of contact for sick leave matters and ensure appropriate cover arrangements are in place to support business continuity. 

• Attend daily stand-up meetings and regular team meetings; promote knowledge sharing, collaboration and best practice across the Business Administration Hub; and act as a point of escalation for Business Administrators. 

• Take ownership and accountability for delivering an exceptional stakeholder experience while supporting the continued development and transformation of the Business Administration function. 

• Demonstrate the highest levels of discretion and confidentiality, handling sensitive people, business and stakeholder information appropriately and in line with firm policies and standards. 

Who we are looking for 

• Experience in a Team Leader, people management or business support management role. 

• Proven ability to lead, coach and develop people, creating an inclusive and high-performing team environment. 

• Experience working in a shared services, operational support, service delivery or administrative environment. 

• Strong stakeholder management and relationship-building skills, with the ability to engage effectively across all levels of the organisation. 

• Demonstrated ability to manage competing priorities, make sound decisions and deliver results in a dynamic environment. 

• Strong problem-solving and organisational skills, with a proactive and solution-focused approach. 

• Experience identifying opportunities for process improvement and driving positive change. 

• Interest in innovation, technology and the practical application of AI to improve service delivery and operational efficiency. 

• Excellent communication, collaboration and influencing skills. 

• Strong customer service mindset, with a genuine commitment to delivering a high-quality and responsive service. 

• Demonstrates ownership, accountability and sound judgement, with a willingness to embrace new ways of working and support others through change.