Team Manager – Practice Support Coordinators & Executive Assistants, Warsaw HUB.

Team Manager – Practice Support Coordinators & Executive Assistants, Warsaw Hub

The Team Manager – Practice Support Coordinators & Executive Assistants is a key people‑leadership and service‑delivery role within the Warsaw Hub, responsible for leading a team of Practice Support Coordinators (PSCs) and Executive Assistants (EAs) providing high‑quality administrative and practice support to lawyers and senior firm leaders across multiple offices and jurisdictions globally.

The role's initial focus is the direct management of a team of approximately 12-15 Practice Support Coordinators / Executive Assistants, with accountability for service quality, team capability, onboarding, and day‑to‑day people management. Over time, the role contributes to building a scalable, standardised, and well‑governed practice support service aligned with the firm's broader Hub and One Europe strategy.

This role moves beyond task supervision to owning service standards, performance management, and continuous improvement across the practice support function, ensuring lawyers and Business Professional stakeholders experience a reliable, proactive, and professional level of support.

The role will have an excellent understanding of the provision that the Hub offers, and will work under the direction of the Functional Manager to align support needs to the firm's strategy, and ensuring consistency

The Team Manager will liaise with Partners and Business Professional teams, including Facilities and Business Operations, Finance, Risk and Compliance, Best Delivery, Business Continuity, IT and HR, on a range of core management support activities and best practice projects.

The role holder must be flexible and collaborate with the other Team Managers across the network to share ideas, ensure consistency, adaptability and willingness to adjust to working with different practice areas and teams, as required.

Responsibilities include:

• Provide overall oversight of practice support and executive assistant services delivered by the team to allocated practice groups and offices, ensuring consistency, professionalism, and high service standards.
• Translate the expectations and responsibilities of the Practice Support Coordinator / Executive Assistant role into clear team standards, ways of working, and service principles, aligned with firm policies and regulatory requirements.
• Act as the primary escalation point for service issues, workload concerns, or relationship challenges, ensuring timely resolution while maintaining strong lawyer and stakeholder relationships.
• Ensure the team delivers effective support across core areas including diary management, document production, client and matter support, travel, billing support, events, and coordination with global service teams
• Monitor service delivery across multiple offices and time zones, proactively identifying risks, pressure points, or quality issues.
• Work with data, KPIs and SLAs as base for problem solving and performance dialogue

Team Leadership & People Management:

• Lead, manage, and develop a team of approximately 12-15 Practice Support Coordinators / Executive Assistants, providing clear direction, regular feedback, and performance management.
• Create a culture of accountability, collaboration, continuous improvement, and client service mindset within the team.
• Support individual development through coaching, skills development, and exposure to broader responsibilities, recognising the diverse experience levels within the team.
• Ensure fair and effective workload allocation, capacity planning, cover arrangements, and cross‑training to maintain service continuity during absences or peak periods.
• Partner with HR on all people‑management activities including performance reviews, absence management, employee relations matters, and engagement initiatives.
• Provide hands-on support to the team during bottlenecks and contribute to project tasks and a range of deliverables as required by the business.

Onboarding, Hiring & Capability Building:

• Design, implement, and continuously improve a structured onboarding programme for new Practice Support Coordinators and Executive Assistants, ensuring consistent induction, training, and time‑to‑productivity.
• Actively participate in recruitment processes, including role scoping, interviews, selection decisions, and onboarding of new hires.
• Ensure new joiners are trained on firm systems, policies, risk and compliance requirements, and expected service standards.
• Identify skills gaps within the team and implement targeted training, coaching, or shadowing opportunities to uplift capability.

Standardisation, Process Improvement & Change:

• Drive greater standardisation of practice support processes and ways of working across the team, while remaining responsive to practice‑specific needs.
• Ensure implementation and adoption of ServiceNow based workflow platform, participate in designing AI-powered tool solutions.
• Identify inefficiencies, duplication, or manual work within current support processes and propose practical improvements.
• Support transitions of additional practices or offices into the Hub by contributing to planning, knowledge transfer, and change management activities.

Stakeholder Management & Business Partnering:

• Build strong, trusted relationships with Partners, lawyers, and Business Professional stakeholders supported by the team.
• Act as a key interface between the Warsaw Hub and local offices, ensuring expectations are aligned and issues are addressed transparently.
• Communicate clearly and confidently with senior stakeholders, balancing service delivery with operational constraints.
• Represent the practice support function in relevant forums, discussions, or working groups as required.

Qualifications:

• 3-5 years of experience in leading assistant or customer services team, preferably within professional services industry (legal, consulting)
• Proven experience managing or overseeing multi‑office relationship-based service with strong familiarity with nearshore/shared‑services delivery models.
• Experience driving governance frameworks, process standardisation and alignment across offices
• Strong data fluency: ability to interpret KPIs, dashboards, and metrics, and convert insights into targeted improvements.
• Knowledge of ServiceNow, advanced use of Copilot

Qualifications:

• Master's degree
• Fluent English (C1/C2)
• Advanced Polish as a plus (B2), but not a requirement
• Additional language skills are an advantage, reflecting the multi‑jurisdictional nature of the role.