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How Convex scaled executive support

"What started with two PAs has grown into a dedicated team of 10 SmartPA professionals who are very much seen as an extension of our internal team.

This approach has enabled us to expand EA support across additional teams and stakeholders, where they deliver high-quality support at a competitive cost."

Carle Skein, Head of Outsourcing Delivery, Convex

 

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Cost efficient, high quality support at scale

 

  

Seamless integration with existing EA team

 

  

Flexible support model aligned to business growth

 

Business context

Convex, a global speciality insurer, required a scalable executive support model to meet increasing business demands while maintaining tight control over fixed operating costs.

As the organisation continued to grow, the existing in-house Executive Assistant structure required additional capacity to support a broader senior leadership population — without increasing permanent headcount.

The objective was to introduce a flexible, high-quality support solution that could integrate seamlessly with established ways of working and uphold Convex’s professional standards.

The smart solution

Following a structured pilot phase, Convex partnered with SmartPA to adopt an embedded, plug-and-play executive support model designed to complement its internal Executive Assistant team. Key tasks conducted by the SmartPA team include diary management, event coordination, inbox and travel management.

As confidence in the model grew, the SmartPA delivery team expanded from two to 10 dedicated PAs, extending administrative coverage across additional senior leaders and business-critical teams. The team is fully embedded within Convex’s operating environment and is regarded as a genuine extension of the internal EA function.

Strategic benefits

The approach delivered immediate and measurable operational and financial benefits:

  • Cost efficiency through labour arbitrage
  • Rapid scalability aligned to business growth and changing demand
  • Seamless integration alongside the in-house Executive Assistant team
  • Consistently maintained service quality, governance and professional standards

5,164 Hours Reclaimed Annually

Freeing engineers to focus on high-value tasks.

  

£143,000 in Cost Savings

Cutting unnecessary expenses with streamlined admin support.

  

Turbocharged Efficiency

Accelerating plane turnarounds and unlocking new revenue opportunities.

logoklm-427773

KLM UK Engineering, a global powerhouse in aircraft maintenance and repair, is celebrated for upholding the highest standards of safety and efficiency in the aviation industry. However, fluctuating demands for administrative support during peak seasons turned temporary staff hiring into a costly and inefficient headache.

Enter SmartPA. With our agile, on-demand administrative solutions, we liberated KLM’s engineers to focus on their true expertise: safeguarding aircraft reliability and performance.

The Results? KLM UK Engineering reclaimed 5,164 hours annually, slashed costs by £143,000, and turbocharged their operational efficiency – speeding up plane turnarounds and unlocking new revenue opportunities.

“SmartPA’s services have been a game-changer for us. Instead of dealing with inconsistent availability of temporary staff, their team provides reliable, flexible support. By saving over 5,000 hours of our engineers’ time, we’ve been able to focus more on critical maintenance work, improving our efficiency. This enables us to service aircraft more efficiently and get them back in the air more quickly.”
Head of Engineering, KLM UK Engineering

5,164 Hours Reclaimed Annually

Freeing engineers to focus on high-value tasks.

  

£143,000 in Cost Savings

Cutting unnecessary expenses with streamlined admin support.

  

Turbocharged Efficiency

Accelerating plane turnarounds and unlocking new revenue opportunities.

logoklm-427773

KLM UK Engineering, a global powerhouse in aircraft maintenance and repair, is celebrated for upholding the highest standards of safety and efficiency in the aviation industry. However, fluctuating demands for administrative support during peak seasons turned temporary staff hiring into a costly and inefficient headache.

Enter SmartPA. With our agile, on-demand administrative solutions, we liberated KLM’s engineers to focus on their true expertise: safeguarding aircraft reliability and performance.

The Results? KLM UK Engineering reclaimed 5,164 hours annually, slashed costs by £143,000, and turbocharged their operational efficiency – speeding up plane turnarounds and unlocking new revenue opportunities.

“SmartPA’s services have been a game-changer for us. Instead of dealing with inconsistent availability of temporary staff, their team provides reliable, flexible support. By saving over 5,000 hours of our engineers’ time, we’ve been able to focus more on critical maintenance work, improving our efficiency. This enables us to service aircraft more efficiently and get them back in the air more quickly.”
Head of Engineering, KLM UK Engineering

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