Our people are our greatest asset. In this blog series, we feature one-on-one interviews with individuals from our global team. Get to know us and our people...
Meet Bailey McCormack, our Business Support Manager here at SmartPA. By day, Bailey is COE Business Support Manager and by night, is a burlesque performer and vintage style enthusiast. She’s originally from New Zealand and has a knack for charity shop bargain hunting.
Since joining the team at SmartPA in 2019, Bailey has rapidly risen through the ranks starting out as a temp, to full time Business Support Executive, then Team Leader before commencing her current role as COE Business Support Manager in 2021.
Read on to discover what Baileys role in the business entails and how her role impacts the experience of our clients.
What is the SmartPA Centre of Excellence?
COE (Centre of Excellence) is made up of Business Support and Call Handling services and has a particular focus on supporting high growth and enterprise clients.
COE is also the research and development engine of SmartPA to keep us ahead of the curve through benchmarking best practise and innovation.
Specifically, the Business Support Team is a blended approach made up of team members from the UK, Malaysia and South Africa, as well as SmartPA Partners. Collectively, we service over 130 clients with 24/7 admin support across multiple time zones. We have a ‘pod’ structure which ensures seamless support for clients and each pod is made up of a mix of skillsets.
What attracted you to SmartPA and what has kept you here?
The energy and vibrancy of the people who work here is amazing, and the culture is really motivating. I love the variety of tasks and ‘get stuck in’ mindset where no two days are the same. Hard work and talent are recognised quickly!
Additionally, while working here I was fortunately supported with a work sponsorship visa to stay in the UK, which I think has really paid off!
What is your favourite thing about working here?
I’ve never twiddled my thumbs working at SmartPA – it keeps me energised and challenged, and I get to work with some really interesting people with diverse backgrounds.
How does your role impact the experience of our clients?
My role is setting the tone and the benchmark for excellent service delivered consistently by my team of Business Support Executives. I started "on the front lines" and understand both the challenges of doing the job, and our client's pain points. I am focused on refining all the ingredients for successful service including training, tech, recruitment of our people, the SmartPA Method and more.
What is COE’s big plans for 2022?
In 2021, we went 24/7 and in 2022 we are now global with team members in Malaysia, South Africa and Uganda. We are also working on new tech solutions for service delivery and refreshing our induction and training programme.
What would you say to someone considering using SmartPA?
Buckle up! You are in for an exciting but rewarding ride. As the world embraces remote working, we’ve seen first-hand that outsourced VA services are becoming a natural solution for larger, corporate clients and SmartPA is at the forefront of that mindset shift.