Business Support Team Leader

WSP; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

WSP Global Inc. is seeking a Business Support Team Leader to steer a diverse team of administrators across multiple offices in the UK.

You will plan and deliver high-quality business support services, manage workloads, resources and stakeholder expectations, and drive improvements in service delivery. You will lead training, mentoring and performance reviews, act as escalation point, and collaborate across Business Solutions to align resources with business needs.

Qualifications

• Proven experience in managing and leading teams.
• Experience leading administration or business support teams in a fast-paced, client-focused environment.
• Strong stakeholder management skills with the ability to influence senior stakeholders.
• Ability to balance demand, resource planning and workload during changing priorities.
• Excellent verbal and written communication with high attention to detail.

Responsibilities

• Lead planning and delivery of business support services across multiple offices.
• Oversee workload to ensure resources meet demand and service levels.
• Identify training, inductions, and meaningful development reviews for the team.
• Drive continuous improvement across Business Solutions and operational processes.
• Ensure SLAs are implemented and followed per WSP procedures and guidelines.
• Act as escalation point for workload, prioritisation and service delivery matters.
• Support employee relations and drive key initiatives across the team.

Skills

Team leadership

Stakeholder management

Resource planning

Decision making

Communication

Problem solving

Collaboration

Change management

Mentoring

Prioritisation

Education

GCSEs including Maths and English

Tools

Microsoft 365

Adobe InDesign

Adobe Creative Apps

Job description

What if you could shape a career as unique as you?

At WSP, you can always find opportunities to grow and do what matters to you. Make the most of our global reach to discover new challenges and chances to work with diverse, talented individuals who will help you expand your horizons.

Do you excel in communication, stakeholder management and operational delivery? Can you balance competing priorities and build trusted relationships across a fast-paced business? If so, your skills are a perfect match for our Business Support Team Leader role. You’ll be responsible for a team of Business Support Administrators located across different offices, so you will put your proactive people and organisation skills to great use.

Lead the planning and delivery of business support services, ensuring workloads are effectively managed, resources are aligned to demand and stakeholders receive a high-quality, responsive service. You will anticipate changing priorities, proactively manage expectations and take action to maintain service levels.

This is an exciting and varied role, with no two days the same so you could be expected to:

• Data management and proactively overseeing the workload of the team to avoid any disruption to the service. You will anticipate and respond ensuring the team is adequately resourced.
• Identifying and carrying out training, inductions, meaningful Personal Development Reviews, mentoring and coaching of your team.
• Drive operational excellence through supporting simplification and continuous improvement across Business Solutions.
• Support the Business Support Manager with the implementation ofservice Level Agreements ensuring that activities are completed in accordance with WSP procedures and guidelines.
• Ensure that administration staff adhere and are kept up to date with relevant policiesand procedures as well as technology and system changes to be able to deliver an outstanding client experience.
• Act as the key escalation point for workload, prioritisation and service delivery matters, ensuring stakeholders are kept informed and expectations are managed effectively.
• Support with employee relations matters across the team.
• Drive key initiatives and projects across Business Solutions and the wider business,utilising effective change management to successfully drive change.
• Build strong relationships with stakeholders, proactively managing expectations and ensuring Business Support resources are aligned to business needs.
• Identifying potential opportunities to increase the profitability of the team.
• You will gain invaluable insight and experience of working for one of the world's leadingengineering professional services firms and will work with internal stakeholders across our many and varied different functions.

Your team...

The UK Business Solutions team plays a vital role in supporting the day-to-day operation of WSP's UK business. We deliver a wide range of services that enable our people and projects to perform at their best, while providing clear career pathways and opportunities for development.

The team includes Business and Project Support, Document and Accessibility Specialists, Graphics, Concierge and a network of Personal Assistants who support senior leaders across the business. Working collaboratively across multiple locations, we provide high-quality, responsive support to a diverse range of stakeholders in a fast-paced consultancy environment.

As part of the team, you will have opportunities to share best practice, contribute to service improvements, support business initiatives and play an active role in creating a positive, safe and inclusive working environment.

You will be able to meet your colleagues and share tips and best practice, proactively contribute to ensuring a safe and healthy working environment and get involved in new initiatives and ideas.

What we will be looking for you to demonstrate...

• Proven experience in managing and leading teams, with direct line management experience.
• Extensive experience leading administration, business support or operational teams within a fast-paced, client-focused environment, with the ability to manage multiple competing priorities and deadlines.
• Strong stakeholder management skills, with the confidence to influence, negotiate and manage expectations across a diverse range of senior stakeholders.
• Experience balancing demand, resource planning and workload management to deliver services effectively during periods of changing business priorities.
• Ability to make informed decisions, challenge constructively and prioritise effectively in a dynamic and fast-moving environment.
• Effective collaborator, able to drive and lead key projects.
• Inspires, motivates, encourages and influences others.
• Ability to plan, problem solve and use own initiative.
• Good verbal and written communication skills, with excellent attention to detail
• 10 GCSE's or equivalent including Maths and English.
• Are fully conversant to an advanced level in Microsoft 365, including Word, PowerPoint and Excel. (Any knowledge and understanding of Adobe InDesign and wider Adobe Creative Apps will be advantageous)

Imagine a better future for you and a better future for us all.

Work on landmark projects around the world and embrace opportunities to make an even bigger impact in the communities you care about. What if you could do the

best work of your life and create a legacy for yourself?

With us, you can.

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