Associate, Team Lead, Operations and Service Management Department in London

Associate, Team Lead, Operations and Service Management Department

The Associate Team Lead, OSM leads a small team to support the smooth running of OSM’s administration and front office management to a high standard.

This team executes the OSM administrative tasks, supports joiners and leavers, record keeping and couriering.

The Associate Team Lead, OSM, trains, develops and manages the team day‑to‑day to deliver the above, including overseeing the allocation of workload and reviewing work produced to ensure accuracy, and is ultimately accountable for timely service delivery and ensuring OSM are provided with an effective, accurate and responsive service.

The role also oversees the OSM’s budget.

The Associate Team Lead will also support and be actively involved in coordination of OSM’s change activity, engagement of the department, the required communication and strategy development.

The associate Team Lead will further be expected to read large documents, summarising key points for appropriate follow-up decisions.

The Associate Team Lead, OSM is responsible for providing administrative support to the MD, OSM.

The role is responsible for the smooth running of the MD including travel planning, diary management and day-to-day support.

A large scope of this role involves supporting the wider department of about 150 staff in total.

• Accountabilities & Responsibilities
• Staff Management
• Actively participate in the selection of secretarial and administrative staff
• Allocate, coordinate and supervise tasks and workload for the secretarial and administrative staff
• Performance management of secretarial and administrative staff, including confirmation of probation periods, setting of objectives, mid and year-end performance assessment
• Liaise with HR Department on staff-related issues
• Manage, recruit, motivate and train staff within the team, ensuring effective workload management to maintain an accurate and high standard of service delivery, within appropriate timelines
• Maintain and enhance efficiency through continuously reviewing team processes; reducing duplication and increasing automation
• Check relevant work within the team to ensure accurate and timely processing of actions
• Provide guidance to team members on complex issues, advising and developing practical solutions
• Directly accountable for the engagement and effective overall management of OSM administrative staff
• Proactively contribute to OSM’s engagement action planning and activities.
• Proactively work to enhance OSM’s engagement by owning and proposing various action plans
• Identify opportunities to improve departmental processes and outputs and produce specific proposals as the opportunity arises, in particular how the admin team can offer further support to our various units within OSM.
• Record-keeping to underpin sound administration
• Responsible for managing housekeeping tasks and the implementation of ad-hoc projects
• Champion and role model the Bank’s Behavioural Competencies and Corporate Behaviours, ensuring adherence within the team(s) so that the highest standards of integrity and ethical conduct are exhibited at all times.
• Budget
• Oversees the execution of OSM’s budget to ensure adherence to the Bank’s policy and the Departmental scorecard
• During their absence, ensures coverage for budget officer duties with routine budgetary functions for the Department (Purchase Orders, checking re-charge, departmental accruals and various housekeeping reports).
• Administrative Responsibilities
• Conduct all administrative duties for Managing Director, OSM: diary management, email management, call screening, meeting/room bookings, taking minutes, dealing with all correspondences etc.

Arrange all elements of travel according to EBRD policy including arranging visas, accommodation, ordering currency and preparing itineraries as well as claiming expenses.

• Prepare team-related documents such as Power Point presentations, business correspondence, factsheets, briefing notes and reports ensuring all deadlines are met
• Ensure efficient onboarding and leaving procedures as staff join and leave OSM. Typically 30 -50 staff a year
• Check travel expense reports and other expenditure for the relevant cost centre(s) to ensure adherence to the Bank's policy.
• Knowledge, Skills, Experience & Qualifications
• Relevant qualification in administration management will be a plus
• Proven success in managing and motivating a budget and administration delivery team; coaching to maximise developing levels of experience and expertise
• Excellent organisational and strong supervisory skills
• Excellent time management and prioritising skills
• Self-motivated with the ability to prioritise and multitask is essential
• Ability to operate in an environment with continuously changing priorities, remain calm under pressure and turn work around accurately in a busy environment
• Ability to operate in a multi-cultural environment and build effective working relationships with clients and colleagues is essential
• Demonstrable experience in developing and continuously improving processes to drive efficiency
• Ability to effectively communicate and influence diplomatically and effectively at all levels
• Impeccable behaviour towards clients and co-workers
• High degree of integrity
• Strong interpersonal skills
• Excellent written and spoken command of English
• Computer literacy: Windows NT: Microsoft Outlook, Word, Excel, Power Point
• Knowledge and experience with Tableau and/or Office 365 applications is an advantage
• Knowledge of SAP desirable but not essential.
• What is it like to work at the EBRD? / About EBRD

Our agile and innovative approach is what makes life at the EBRD a unique experience!

You will be part of a pioneering and diverse international organisation, and use your talents to make a real difference to people's lives and help shape the future of the regions we invest in.

At EBRD, our Values – Inclusiveness, Innovation, Trust, and Responsibility – are at the heart of how we work.

• We bring these to life through our
• Workplace

Behaviours: listening well and speaking up, collaborating smartly, acting decisively with full commitment, and simplifying to amplify our impact.

These principles shape our culture and define our success.

We seek individuals who not only share these values but are also committed to embedding them in their daily work, fostering a positive and high-performing environment.

The EBRD environment provides you with

• Varied, stimulating and engaging work that gives you an opportunity to interact with a wide range of experts in the financial, political, public and private sectors across the regions we invest in.
• A working culture that embraces inclusion and celebrates diversity.

Our workforce reflects a broad range of backgrounds, perspectives, and experiences, bringing fresh ideas, energy, and innovation and enhancing our ability to serve our clients, shareholders, and counterparties effectively.

• A hybrid workplace that offers flexibility to teams and individuals; that is based on trust, flexibility and connectedness.
• An environment that places sustainability, equality and digital transformation at the heart of what we do.
• A workplace that prioritises employee wellbeing and provides a comprehensive suite of competitive benefits.

Diversity is one of the Bank’s core values which are at the heart of everything it does.

As such, the EBRD seeks to ensure that everyone is treated with respect and given equal opportunities and works in an inclusive environment.

The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of their racial, ethnic, religious and cultural background, gender, gender identity, sexual orientation, age, socio-economic background or disability.

Please note, that due to the high volume of applications received, we regret to inform you that we are unable to provide detailed feedback to candidates who have not been shortlisted (for further consideration).

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