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Team Lead

Reference ID: 15373BR

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Broaden your horizons with bright ideas

Our Internal Firm Services:

Our Internal Firms Services are professionals who provide strategic advice to our business leaders. This empowers our business and helps us work collaboratively on strategies, solutions and programs that support the firm.

The Opportunity: Team Lead

The Team Lead is responsible for the overall quality and consistency of administrative support services provided to {business unit, LoS, location}. Critical attributes of this position include: a positive, proactive "can do" attitude, strong client service focus in dealing with both external and internal clients, displaying an image of professionalism, discretion, integrity and tact. Excellent collaborative and communication skills as well as excellent people skills, impartiality and good listening skills are essential.


● Responsible for the overall supervision, training and coaching of a team of assistants

● Manage the performance review process for a team of assistants

● Develop and maintain strong working relationships with partners, practice staff and other key contacts, including other Team Leads nationally

● Understand the business in order to provide enhanced client-centric administrative services delivery

● Promote a culture of teaming and continuous improvement

● Contribute to, support and implement national strategy, policies and procedures as directed

● Promote and maintain a team environment by managing staffing to achieve optimal ratios, workflow and back up support within the assigned teams

● Function as a primary point of contact in the resolution, escalation or routing of inquiries and issues

● Determine training needs and provide recommendations to the National Administrative Managers

Workflow Management

● Promote a sense of teamwork through knowledge-sharing, coordinating team workload, and collaborating on continuous improvement initiatives

● Manage expectations of the business

● Allocate assistant assignments and seating arrangements

● Balance workloads and implement a backup system to ensure priorities are met

● Coordinate, approve, and monitor both planned and unplanned absences, vacation, and overtime requests to ensure work deadlines are met

● Assign staff to assist with special projects

Policy and Procedure Management

● Collaborate with key stakeholders to support the business objectives of the office and/or LoS

● Applying best practices, prepare reference material and share with the team lead community

● Hold regular team meetings with the assistants to encourage collaboration and sharing knowledge

● Communicate and promote strategic initiatives, best practices, internal policy changes and information to the team

● Maintain and track resource information for your team


● Lead the onboarding process and activities for new hires

● Ensure existing staff receive training relevant to their role

● Assess whether additional training is required, based on individual responsibilities and performance

● Work with the National Administrative Managers to promote and deliver training initiatives

● Provide guidance to client service staff on how to work effectively with their assistant

● Actively participate in both local and national team lead meetings

Development, Progression and Performance

● Hold regular coaching discussions with assistants as per the coaching agreement

● Identify and communicate gaps in performance; implement an improvement plan; verify success or failure to meet objectives and work with local HR to determine next steps

● Collect and deliver performance feedback

● Promote development opportunities for assistants that are aligned with their skill set and experience

● Make recommendations on final rating, deliver salary and bonus information in conjunction with local HR (part of the annual review process)

● Recognize those who demonstrate performance above expectations


● Assess resource needs and prepare business case for approval by National Admin Managers

● Review and submit job posting, review candidate resumes; conduct interviews and finalize selection of candidates

Other Responsibilities

● Manage special projects for national team or local office as requested

● Organize local office social events as requested

● Other general office duties as requested


● Strong relationship building skills with experience leading diverse work teams, engaging staff and partners

● Detailed understanding of the firm's business, including a strong grasp of the needs of our lines of service

● A team builder with a positive attitude, who has a demonstrated ability to deal with staff at all levels

● Able to negotiate and influence effectively, with an ability to challenge in a constructive manner

● Strong problem-solving skills, exhibiting exceptional time management and organizational skills

● Ability to work under pressure

● Effective communication skills (written/verbal) with partners and all levels of staff

● Impeccable ethical standards, discretion, integrity, objectivity, confidence, dedication and can maintain confidentiality

● Strong technical skills in Google, MS Office, Lotus Notes and knowledge of other specific applications as required


● Minimum of 5 or more years of experience leading administrative teams

● Past experience as an administrative assistant supporting multiple staff is an asset

● Experience working in a partnership or professional services firm would be an asset

●High school diploma required. A post-secondary education is an asset

PwC is committed to building a diverse workforce representative of the communities we serve. We encourage and are pleased to consider all qualified candidates, without regard to race, colour, citizenship, religion, sex, marital / family status, sexual orientation, gender identity, aboriginal status, age, disability or persons who may require an accommodation, to apply.

We thank all applicants in advance for their interest. Those who offer the specific combination of experience and credentials most suitable to our requirements will be contacted.

PwC: the Opportunity of a Lifetime

Posted: March 20, 2019
Closes: May 19, 2019