Manager, EA/MA

About the role

The Manager, EA/MA will lead the Executive Assistant and Manager Assistant team within Bain's Global Business Services hub in Kuala Lumpur. Reporting to the GBS leadership, you will ensure high‑quality service delivery, drive continuous improvement, and support the growth of the EA/MA function across the APAC region.

Key responsibilities

• Monitor service levels, Net Promoter Score (NPS) and implement action plans to maintain a strong service culture.
• Establish and oversee quality‑control processes to achieve a “zero‑defect” operational standard.
• Act as the primary spokesperson for the EA/MA team, resolving client satisfaction issues.
• Coordinate resource planning, including absence management, leave scheduling, and backup arrangements.
• Lead recruitment, selection, onboarding, and probation reviews for new EA/MA hires.
• Develop and deliver training programs, tracking professional development for the team.
• Collaborate with regional EAMA managers and senior executives to expand the GBS EA/MA program.

Required profile

• Strong leadership and people‑management capabilities.
• Excellent communication and interpersonal skills, both in person and virtually.
• Positive, proactive attitude with a “can‑do” mindset.
• Ability to build effective relationships across multiple business functions.

Required skills

• Experience in service‑level monitoring and performance metrics.
• Knowledge of quality‑control and continuous‑improvement methodologies.
• Familiarity with recruitment, onboarding, and talent‑development processes.

What we offer

• Opportunity to shape a fast‑growing function within a leading global consulting firm.
• Collaborative, multicultural environment in a strategic APAC hub.
• Professional development and leadership growth pathways.