Kate Thomas is Senior Practice Group Support Manager for Eversheds Sutherland and has vast experience in business support. Here she gives us an insight into her career and experiences over the years.
I’ve been working in Business Support for nearly 35 years. I was eager to leave school, not being overly academic and was very lucky that there was an Administrative position where my mum worked at British Rail (pre-privatisation!) I started off in a typing pool, a room of 20 desks with just typewriters, an inbox and outbox and a lively team of women, with typing speeds that would make heads spin! It was an interesting 6 months!
I spent 7 years with British Rail and the new company post-privatisation, taking on various roles. Initially a Junior PA supporting the Document Production team, then moved on to support the Production Director with track health & safety, planning weekend and overnight improvements, and managing contractors onsite. Later, I supported the Head of HR, covered for the MD’s EA, and was involved with the leadership team of the newly formed company post privatisation. I took the opportunity of voluntary redundancy as I wanted to try other sectors
Whilst waiting for the right opportunity, I took temping roles at a recruitment consultancy and then a boutique marketing firm before taking a two week assignment with Ernst & Young. I stayed 20 years! I was very lucky to have a variety of roles within EY, with line managers who saw my potential, pushed me out of my comfort zone and I developed my skills as a PA, then becoming a line manager myself. I moved to Leeds 15 years ago and secured a role supporting the Global Head of Private Clients and Global Head of FS, alongside managing PAs across Leeds, Hull, Manchester, Newcastle, and London. Undertaking a dual role was challenging, but my passion for line management led me to a Performance Manager role at KPMG, where I managed 20 PAs, increasing to 50 across Leeds and London. Following a restructure and facing redundancy, I took the opportunity to search for my next role and I successfully secured my current role at Eversheds Sutherland as a Senior Practice Group Support Manager, supporting the International Head of Support Services, Debbie Scott. I joined just before the first lockdown five years ago, which made for an interesting induction!
In my current role, I line manage several Practice Group Support Managers and cover all 5 Practice Groups. My role is varied and has provided me with significant development opportunities and insights into leadership from Debbie and the Legal sector. No day is the same and I consider myself very lucky to thoroughly love what I do.
Day to day I review ratios and headcount, oversee business cases and recruitment, understand performance and listen to feedback. I interact with Partners and fee-earners, both one to one and by attending team meetings. I undertake annual talent mapping and salary reviews, and work on projects to deliver our strategy, embrace technology and make improvements across our function. I co-ordinate and present on lunch & learns, Roadshows and develop content for our Manager Away days. I coach and mentor individuals across the business, having career conversations and promoting opportunities across the firm. I collaborate closely with our Resource, HR and ER functions.
I work closely with Debbie to ensure we deliver client service excellence, continue to develop our people in role and contribute to the firm’s strategy.
How have things changed over your career journey?
I am passionate about Business Support and it continues to evolve and has changed in so many ways since I joined as a junior, learning to use a typewriter!
Business Support has undergone significant evolution over the years, and it’s been fascinating to witness and be a part of this transformation. When I first started, the role was heavily focused on administrative tasks, such as typing and document production, often in a very structured environment. Technology was limited, and much of the work was manual, requiring a high level of precision and speed.
As the years have passed, the profession has evolved dramatically. The introduction of advanced technology and digital tools has revolutionised the way we work. Tasks that once took hours can now be completed in minutes, allowing focus on more strategic and impactful activities. This shift has enabled us to become an integral part of business operations, contributing to decision-making processes and driving organisational success.
The changing landscape has also brought about a greater emphasis on skills such as project management, data analysis, and leadership. Business Support roles are no longer confined to administrative duties; they now encompass a wide range of responsibilities that require a diverse skill set. This evolution has provided tremendous opportunities for professional growth and development, allowing individuals to expand their expertise and take on more challenging and rewarding roles.
Moreover, the profession has become more collaborative and connected. Hybrid working allows us to leverage digital communication tools, we now have the opportunity to collaborate with colleagues across different regions, support remotely and work together to find solutions, drive consistency and deliver results.
Overall, I feel incredibly positive about the profession and its evolution. The changes have not only improved efficiency and productivity but have also elevated the role of Business Support professionals, making them essential contributors to the success of their organisations. It’s an exciting time to be in this field, and I look forward to continuing to adapt and grow alongside the ever-changing landscape.
What drives and makes you so passionate about the industry?
I am passionate about community organisations like the PA Forum because they provide invaluable opportunities for personal and professional growth. Throughout my career as a PA, I have been a member of various PA networks, and I have always found them to be fantastic platforms for building my network, developing my knowledge, and learning from others in a supportive environment.
One of the key reasons I wanted to volunteer my time to support the PA Forum is the incredible sense of community and collaboration it fosters. I had the pleasure of meeting Dan, whose energy, engagement, and commitment to the support function left a lasting impression on me. His dedication to creating a thriving community for PAs is truly inspiring.
I have attended several PA Forum events, and the conferences are outstanding. They offer a wealth of knowledge and insights, and I always leave with valuable takeaways that help me continue to develop my skills. The sessions are not only informative but also provide a great opportunity to connect with like-minded professionals who share a passion for excellence in the support function.
Volunteering my time to support the PA Forum allows me to give back to a community that has been instrumental in my own growth. It is a privilege to contribute to an organisation that is dedicated to empowering PAs and fostering a culture of continuous learning and development. I believe that by supporting the PA Forum, I can help others achieve their potential and make a positive impact in their careers.
Why are business support events so important?
When I transitioned into line management, I found myself missing the peer group element that was so valuable in my previous roles. The ability to discuss the various challenges we face, share experiences, and exchange advice is incredibly important for personal and professional growth. This is why I felt the need to create events specifically for the Business Support Manager community.
These events provide a unique opportunity for managers to network and connect with others who are in similar roles. They offer a platform to discuss common hurdles and explore different approaches to overcoming them. Unlike some of the other events we have hosted together, these gatherings are tailored to the specific needs and challenges of Business Support Managers. They focus on fostering a sense of community and collaboration, allowing participants to learn from each other’s experiences and gain valuable insights.
By creating a space where managers can come together, we can build a supportive network that encourages continuous learning and development. These events are designed to address the unique aspects of the manager role, providing targeted content and discussions that are relevant to our day-to-day responsibilities. It’s an opportunity to not only enhance our skills but also to strengthen the bonds within our professional community.
What have been your highlights so far?
The first dinner we held will always be a highlight for me. Initially, I was quite nervous, wondering if people would attend and what if no one spoke. However, I was absolutely blown away by the conversations around the table. There were so many common themes and challenges discussed, and the atmosphere was incredibly open and supportive. It was heartening to see everyone engage so freely and share their experiences.
The feedback we received was amazing and reinforced the idea that a manager network would be welcomed and embraced. It was clear that there was a genuine need for a space where managers could come together to discuss their unique challenges and learn from one another.
As for the work that is yet to be done, I believe we have only scratched the surface. There is still so much potential to further develop and expand our events. We can continue to create more opportunities for networking, learning, and collaboration. We can address specific topics and challenges that managers encounter.
Overall, the journey has been incredibly rewarding, and I am excited about the future possibilities. Together, we can continue to build a strong and supportive community for managers, fostering growth and development for everyone involved.
What are the plans moving forward?
We plan to alternate between virtual and face-to-face meetings. This approach allows us to include those outside of the West Midlands, giving everyone the opportunity to join and discuss all things Business Support. Our events will cover a wide range of topics, from common challenges to future-proofing roles, training to recruitment, hybrid working, technology, apprenticeships, and everything in between.
We are committed to listening to what people want to discuss and driving our agenda based on those interests. This ensures that our events are relevant and valuable to all participants. It’s a fantastic opportunity to build your network, seek guidance and advice from your peers, and share your experiences in a relaxed and welcoming environment. There’s always great energy in the room, and we aim to foster a supportive and collaborative atmosphere.
By getting involved, you can benefit from the collective knowledge and experience of the community, stay updated on industry trends, and develop your skills further. Whether you’re looking to expand your network, gain new insights, or simply connect with like-minded professionals, our events offer something for everyone.