Meet the Pros: Susan Abrahams

Please could you tell us a bit about your background and some key highlights of your career so far?  

I have always been organised, methodical, and logical in my work, and with an education in business studies, typing, and secretarial administration, I was naturally suited to corporate admin roles.  

I’ve always worked in the financial services sector. My career started in 1987 as an office junior, and progressed to senior-level roles within leading financial service businesses, including Morgan Stanley and PwC, where I worked in audit, transaction services and eventually at UK Board level. It was hard work and the hours were long, but it offered variety in terms of what I was doing on a daily basis.  

During my time at PwC I became more involved with client engagement. Getting to know company counterparts is as valuable for an Executive Assistant (EA), as it is for a senior executive. For us, meeting and building relationships with the EAs of senior clients is vital. If you’ve got a friendly person to talk to, organising meetings and securing spaces in people’s diaries is much easier.  

However, not everyone has the confidence to meet clients, or people they’ve only ever spoken to on the phone or over email. So we set about creating a scheme for senior EAs at PwC to give them the knowledge and the tools to overcome that barrier.  It became a space where we would have external people come in and share tips on how to network at events, tackle conversation starters, and have the ability to succeed.  

In your current role as an Executive Assistant (EA) what are your main tasks and responsibilities? How does the scope of work vary? 

The role of Executive Assistant means wearing different hats. You have to think on your feet, you have to be proactive – and you always have to be one step ahead. Our job is to make sure our executives and stakeholders have got everything they need. You also need to be able to react quickly to changes, to have the ability to flip from one task to another when something urgent comes in.  

For any EA, diary management is key. You need to be able to talk to people, plan, rearrange, and organise everything from whole days and events to individual meetings. When you’re dealing with incredibly busy diaries, you need to have an overview and clear understanding of stakeholder priorities, of what they would be willing to move and not move. Communication is therefore key.  

A confident EA should always question the broader angle of a request, follow up dates, and even project details. The goal is to gather sufficient information to determine what is a priority and what isn’t.  

This is why understanding and being involved in all aspects of a company’s inner workings, ambitions, and updates is vital. It is a strategic advantage. You need to be proactive in staying “in the know”. Only by being properly embedded within the business will you have the ability to prioritise tasks logically – another real skill an EA should have.  

When a client gets in touch looking to schedule a meeting, you need to know the context behind their request, know what is important for them and the company, and therefore decide if their request can be brought to the top of your priority list.  

How has the industry evolved since you joined Pro Global/Pro MGA? Have any particular developments impacted the role of the EA?  

What is clear is that the role of the EA is becoming more expansive than how it used to be. You are no longer simply working in the background, acting as the gatekeeper to someone’s calendar and time: you are an extension of the senior executive you represent. You are the first point of contact, organising, being present and providing support at meetings, and generally helping maintain client relationships.  

Artificial intelligence is another change we are seeing to the EA role. Programmes, such as Copilot, are becoming pivotal tools for us, helping us to be even more efficient at our jobs.  

The role of an EA is also flexible. Just because it’s not part of the traditional job description, doesn’t mean you cannot broaden your horizons. Don’t be afraid to put your hand up and say “I’d like to try this.” Over the years, I have found myself becoming more involved in the marketing and PR side of things – and more recently have even been involved in directing a promotional video with a client.  

What do you enjoy most about your role and what does success look like for you?  

My favourite part of being an EA is planning  corporate hospitality events, such as our annual Rugby 7s day and client get-togethers.  I get a chance to meet with our clients in an informal setting, many of whom would only know me as an email address otherwise! 

Organising something that everyone gets to experience is a lot of pressure because it’s got to go well, . but when you get positive feedback afterwards it’s incredibly satsifying.  

Attending conferences is another element I enjoy. Again, it’s nice to get out and meet new people, to help set up at events and hold the fort at our company stands. Having the opportunity to be client facing makes such a positive difference for me in this role.  

Is there anything else you would like to add or say to your fellow EAs?  

Don’t ever be afraid to ask questions, have patience, and speak up if you think you’ve got something important to say. Remember, you aren’t “just the EA”: you are an important cog for the whole company. You are the key that keeps everything turning.