During a recent session of Executive Support’s Administrative Leaders Network, Louise Mandalia shared her journey, insights, and strategies for empowering administrative professionals to thrive in a dynamic and challenging environment.

The role of administrative professionals is undergoing a profound transformation. What was once seen as purely supportive has emerged as a strategic cornerstone for organisations worldwide. Louise Mandalia, Head of the Global Executive Support Team at Hg, is at the forefront of this evolution.

Leadership in Administration: Defining the Future

Louise Mandalia’s perspective on leadership is clear: “Leadership in the administrative profession is about guiding, influencing, and empowering people,” she said. Louise draws no distinction between leadership in administration and leadership in general, emphasising qualities like authenticity, credibility, and moral integrity.

However, for administrative leaders, she highlights an additional responsibility: advocacy. “Being an advocate for the function and passionately believing in what these roles can achieve is essential,” Louise explained. This mindset has been the foundation of her success at Hg, a private equity firm with a global presence. Through her leadership, Louise has built a thriving team of 60 administrative professionals spanning London, New York, and San Francisco.

From Tactical Management to Strategic Partnership

When Louise stepped into her role at Hg in 2017, the position was heavily tactical. “It was about managing allocations, hiring, and running performance reviews. It felt more like management than leadership,” she recalled. However, she saw an opportunity to transition the function into a more strategic and advisory role. This shift required educating the business on the value of the administrative function and redefining how the team operated.

One of Louise’s first steps was implementing the Global Skills Matrix, which became a game-changer for the team. By clearly defining the competencies and levels within the administrative roles, the matrix provided a framework for career development and standardised expectations across the organisation. “Instead of saying, ‘We need an EA,’ we started asking, ‘What level of support do we need? What is the trajectory of this role?’” she explained. This clarity not only empowered the assistants but also helped the business understand the strategic importance of the function.

Professionalising the Administrative Function

“When I first took on the role, my primary goal was to professionalise the function,” Louise shared. Achieving this required a multi-faceted approach:

Empowering Individuals

Louise worked to ensure that assistants recognised their own value. “It’s about adjusting the language,” she noted. “For example, Assistants shouldn’t say, ‘I just do the diary.’ Instead, they can say, ‘I strategically manage my executive’s time.’”

Standardising Roles

By adopting the Global Skills Matrix, the team moved away from vague role definitions and provided a clear structure for career progression.

Educating the Business

Louise partnered with senior executives to ensure they understood the nuances of administrative roles. She presented data from engagement surveys to highlight the need for development paths and demonstrated how the administrative team could add strategic value.

Creating Equal Opportunities

Louise emphasised the importance of ensuring that all Assistants had access to growth opportunities, regardless of the executives they supported. This required thoughtful resource allocation and a commitment to fairness.

The Role of Mentorship and Collaboration

A key element of Louise’s strategy has been fostering mentorship and collaboration within her team. Senior assistants are encouraged to mentor junior colleagues, creating a culture of shared learning and mutual support. “We focus on collaboration rather than competition,” she explained. “It’s important to celebrate those who choose to remain at a certain level and excel there, as much as those who aspire to climb the ladder.”

This approach has also extended to cross-functional initiatives. For instance, Assistants with specific skills, such as project management, have been matched with business needs, enabling them to contribute to high-profile projects while developing their expertise.

Overcoming Challenges

Implementing such transformative changes has not been without its challenges. One key obstacle was educating the business on the new structure and the importance of clear role definitions. “Initially, there was confusion when everyone’s title became ‘Executive Assistant,’” Louise admitted. “We had to clarify what the levels meant and ensure that this was reflected in our HR systems.”

Another challenge was managing expectations around promotions. Louise implemented a robust process that required Assistants to provide evidence of their competencies aligned with the Global Skills Matrix. “This made the process more transparent and objective, helping to manage mismatched expectations,” she explained.

Leveraging Technology

Technology is playing an increasingly significant role in the administrative profession. Louise highlighted tools like Sharecal, an intuitive scheduling platform, as a game-changer for her team. “It automates scheduling and provides analytics on how executives spend their time,” she said. “This not only reduces manual tasks but also offers strategic insights.”

Looking ahead, Louise is exploring the potential of AI tools like ChatGPT to further enhance productivity. However, she emphasised the importance of viewing technology as an enhancement rather than a replacement for the human touch.

Celebrating Success Stories

One of the most rewarding aspects of Louise’s role has been witnessing the growth and success of her team. She shared the story of an Assistant who started on reception and has since become a Level 5 EA, supporting senior executives and managing a 400-person event. “Seeing people grow and achieve their potential is incredibly fulfilling,” she said.

Louise also highlighted the broader impact of the team’s success on the organisation. By demonstrating the value of the administrative function, her team has earned a seat at the table and influenced decision-making at the highest levels.

The Future of Administrative Leadership

When asked about the future, Louise emphasised the need for agility and continuous learning. “The role is changing so rapidly. It’s important to stay open-minded and adaptable,” she said. Her advice to administrative leaders is to focus on educating their organisations, leveraging technology, and fostering a culture of collaboration and innovation.

A Call to Action

Louise Mandalia’s journey is a testament to the transformative power of leadership and vision in the administrative profession. Her work at Hg demonstrates that when organisations invest in their administrative teams, they unlock immense potential for growth and success.

As Louise and Lucy Brazier concluded their discussion, the message was clear: the administrative profession is evolving, and its future is bright. By embracing change, empowering teams, and advocating for the value of the function, administrative leaders can drive meaningful impact in their organisations.

To learn more about the Global Skills Matrix and how it can benefit your organisation, visit https://globalskillsmatrix.com/

To join our Administrative Leaders Network, for those leading internal assistant networks or administrative teams, visit https://executivesupportmedia.com/administrative-leaders-network/

Lucy Brazier, OBE is one of the world’s leading authorities on the administrative profession. Author of ‘The Modern-Day Assistant: Build Your Influence and Boost Your Potential’, she is the CEO of Marcham Publishing, a global force synonymous with world- ... (Read More)

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