Key Role Description
The Assistant Manager – Executive Service Center is a people and operations leader within the Enterprise Operations Xcellence (EOX) team, responsible for leading approximately 30-40 Executive Experience Coordinators who provide integrated administrative and office experience support to Partners, Principals, and Managing Directors (PPMDs). This role ensures consistent, high-quality, and seamless service delivery across US and USI teams by balancing workforce capacity, setting clear performance expectations, coaching team members, resolving operational issues, and building trusted relationships with PPMDs, US and USI Managers, and Executive Service Center (ESC) stakeholders.
The successful candidate will serve as the shift lead and subject matter expert for Executive Service Center processes, Deloitte business knowledge, tools, policies, service standards, and escalation pathways. This position requires sound judgement, strong communication, a collaborative leadership style, and the ability to lead teams effectively in both virtual and in-person environments.
Work you'll do
As a Services Assistant Manager, Corporate Services on the Executive Service Center team, you will be responsible for:
- Leading, engaging, and developing a team of approximately 30-40 Executive Experience Coordinators across virtual and in-person environments
- Managing daily work allocation, staffing coverage, schedules, leave planning, and shift handoffs to support accurate and timely service delivery
- Monitoring quality, productivity, responsiveness, compliance, and stakeholder feedback; providing coaching, documenting performance, and addressing employee matters
- Serving as the shift lead and subject matter expert for Executive Service Center processes, tools, policies, service standards, and escalation pathways
- Building relationships with PPMDs, US and USI Managers, and cross-functional support teams while identifying workflow improvements and supporting business continuity
The team
The Executive Service Center (ESC) team delivers integrated administrative and office experience support to Partners, Principals, and Managing Directors (PPMDs), helping enable efficient day-to-day operations across the organization. Within Enterprise Operations Xcellence (EOX), the team focuses on consistent, high-quality service delivery, operational discipline, and a seamless support experience across US and USI stakeholders. This team works in a fast-paced, highly collaborative environment and partners closely with business leaders, managers, and cross-functional support teams to address evolving service needs. The Assistant Manager role helps strengthen team performance, service quality, and workforce effectiveness while supporting a culture of accountability, development, and client service.
Location: Hyderabad, India
Shift Timings: Evening and night shifts aligned with US business hours, including 6:00 PM to 3:00 AM, 7:00 PM to 4:00 AM, or 9:00 PM to 6:00 AM IST, based on business requirements.
Qualifications
Required:
- Bachelor’s degree in any discipline
- 8+ years of professional experience in people management, service delivery operations, shared services, executive support, customer service, or a corporate operations environment
- Experience leading teams of comparable scale, including workflow management, staffing, performance management, and coaching
- Experience managing service delivery, quality management, escalation management, and continuous improvement activities
- Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, and Teams
- Ability to work evening and night shifts aligned with US business hours
- Must be legally authorized to work in India
Preferred:
- Experience supporting PPMDs, executives, or senior leaders in a large, complex, or matrixed professional services organization
- Knowledge of Deloitte’s businesses, operating model, internal systems, service channels, and administrative support processes
- Experience leading teams across US and USI locations or other cross-time-zone environments
- Experience using workforce, workflow, reporting, or performance management tools
- Experience supporting service transformation, process standardization, change management, or operational improvement initiatives