Administration Services, Team Lead

PwC - Montréal, QC (11 months ago)

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Line of Service

Internal Firm Services


Not Applicable


IFS - Administration

Management Level

Senior Associate

Job Description & Summary

A career in Administration and Secretarial Services, within Internal Firm Services, will give you with the opportunity to provide administrative support to PwC employees. You’ll focus on using business software applications to prepare reports, receiving and directing incoming calls or emails to the appropriate parties, arranging business travel, tracking expenses, and coordinating meeting arrangements.

Our team is led by the national administrative services team that oversees executive assistants and team assistants, administrative support concierge, dual support specialists, office services, document production, meeting and events, and project management. You’ll help our team with calendar management, internal and external client scheduling, travel arrangements, expense reconciliation, client or account research, report generation and review, and routine communication management.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be an authentic and inclusive leader, at all grades/levels and in all lines of service. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

Primary Responsibilities

Responsible for the overall supervision, training and coaching of a team of assistants, and managing the performance review process
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 as per the coaching agreement
Identify and communicate gaps in performance; implement an improvement plan; verify success or failure to meet objectives and determine next steps
Collect and deliver performance feedback
Promote development opportunities that are aligned with their skill set and experience
Make recommendations on final rating, deliver salary and bonus information
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/social events for national admin team or local office admin services staff as requested

Career Profile

An interest in upskilling for a digital world and technology trends, an openness to learning new tools and adapting how you work.

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
Bilingualism is a requirement

Why you’ll love working for PwC

We want you to love every (if not, almost every) minute of your career, having said this, we get it. Each life stage we go through comes with a new set of priorities and demands. This is why we support you through a range of financial and non-financial rewards and benefits, so regardless of your situation, there’s something for everyone.

Leading benefits for our permanent staff include:
A competitive compensation package
Sponsored investments, pensions and saving plans with matching firm contributions
Flexible working
PwC FlexBenefits, for personalised medical & dental coverage, including enhanced mental health benefit
Every day recognition and real time appreciation through our rewards and recognition program
Dress for your day with our flexible dress environment
Health, wellness and fitness perks
Family-friendly benefits, including maternity and parental leave policies and support networks to help you prepare for your successful return to work
Adoption/surrogacy benefits
Back-up child and elder care support
Career defining project work and international experience
Development opportunities including learning on the job, formal learning, learning from others and access to “Vantage” our digital learning system
Award winning programs including “Women in Leadership” and “Enhanced Pursuit Program”
A coach to help develop skills, diversify experiences and achieve career aspirations

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:
Degrees/Field of Study preferred:
Certifications (if blank, certifications not specified)

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?


Government Clearance Required?


Job Posting End Date

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.