What makes a great Chief of Staff?
In my experience advising CEOs and C-suite executives on scaling their companies from 50 team members towards the 250 mark, I’ve witnessed first-hand the transformative impact a Chief of Staff can have in driving organizational efficiency.
Historically associated with the military or politics, the role of a Chief of Staff is popular today, even in businesses. You will see the Chief of Staff accompanying a CEO to critical meetings or working on strategic projects on behalf of the CEO.
A Chief of Staff often comes with a strong background in business management, which is crucial for navigating the complexities of their role in supporting CEOs and executive teams.
The role of Chief of Staff (CoS) is no longer confined to larger organisations. Now, even startups recognise the immense value that a Chief of Staff brings in enhancing the effectiveness of CEO leadership.
What exactly does a Chief of Staff do within an executive team?
CoSs wear many hats. Ask them about their role, and you might hear descriptions like ‘managing the chaos,’ ‘overseeing daily operations,’ ‘ensuring smooth processes’, and ‘mastering the art of spreadsheets and concise reports. Project management is also a significant part of their responsibilities.
In “Chief of Staff”, Tyler Parris does a great job at the basic description: “a chief of staff is a catch-all role, filled by someone with exceptional organisational and people skills, who handles all manner of tasks not covered by an existing member of an executive’s leadership team or administrative staff.”
They are an extension of the CEO, acting as a bridge between the CEO and the rest of the senior leadership team to ensure strategic alignment and effective communication. Part of the Chief of Staff’s role involves assisting in the implementation of operational strategies designed by the senior leadership, ensuring that the primary strategy of the organisation is executed efficiently. The execution and the communication of the strategy can be fully or partly handled by a Chief of Staff.
The job of the Chief of Staff is to make the company’s CEO more effective. However, let’s not confuse this role with that of an Executive Assistant (here I have explained why). They help optimise workflows, prioritise time, and even help with strategy. It is an executive-level role that directly supports the CEO or another C Suite leader. Their responsibilities intertwine so that you may come across a Chief of Staff making decisions usually made by a CEO. It’s not a job to be taken lightly.
Previously, I wrote about why successful CEOs need a chief of staff. In this blog, I will discuss what makes a great Chief of Staff.
The Chief of Staff job description and profile
A skilled CoS acts as the organisation’s central hub, connecting people across departments. They balance a strategic perspective with hands-on execution, spotting potential synergies and streamlining processes. Change management is a crucial aspect of their role, ensuring smooth transitions and adaptations within the company. With access to information across the company, they keep a finger on the pulse of the organisation’s overall mood. Additionally, they enhance organisational efficiency by overseeing program management and streamlining strategic initiatives across departments, ensuring effective stakeholder engagement.
They operate with a quiet efficiency. In the client meetings I attend, I see the CoS observe from the sidelines, meticulously taking notes and intently listening to everything said. Though incredibly influential, their focus was on the task, not on themselves. They understand the opportunity for growth and embrace it. Afterwards, they worked to ensure the CEO’s directives were handled quickly and without the need for his or her ongoing intervention.
From my experience in coaching CEOs, I can attest that being a Chief of Staff means checking your ego at the door. This is about serving your organisation, not yourself. If you’re in it for personal glory or control, do yourself and everyone else a favour – find another line of work
Key Responsibilities
A Chief of Staff is vital in supporting the executive team and senior leadership in achieving the organization’s goals and objectives. Their responsibilities are diverse and multifaceted, ensuring that the organization runs smoothly and efficiently. Here are some of the critical responsibilities that define this pivotal role:
Leading Strategic Initiatives: One of the primary duties of a Chief of Staff is to spearhead strategic initiatives that drive business growth and improvement. This involves working closely with the CEO and senior leadership to identify key projects, set objectives, and ensure successful execution.
Collaborating with the Human Resources Department: A Chief of Staff often works hand-in-hand with the human resources department to develop and implement HR strategies that align with the organization’s goals. This includes everything from talent acquisition to employee development and retention.
Developing and Managing the Staff Job Description: Ensuring that job descriptions are clear, comprehensive, and aligned with the organization’s needs is another critical responsibility. This helps in setting clear expectations and performance standards for all employees.
Providing Business Management and Operations Management Expertise: A Chief of Staff brings a wealth of business management and operations management expertise to the table. They support the executive team by providing insights and recommendations on improving operational efficiency and effectiveness.
Directing Multiple Teams: Effective communication and collaboration across departments are essential for organizational success. A Chief of Staff directs multiple teams, ensuring that everyone is aligned and working towards common goals.
Managing Administrative Tasks: From managing calendars and schedules to overseeing daily operations, a Chief of Staff ensures that administrative tasks are handled efficiently, allowing the executive team to focus on strategic priorities.
Serving as a Liaison: Acting as a bridge between the executive team and other departments, such as the chief financial officer and senior managers, a Chief of Staff ensures seamless communication and collaboration across the organization.
Addressing Employee Concerns: Promoting employee well-being and engagement is crucial. A Chief of Staff addresses employee concerns, fostering a positive work environment and ensuring that the organization’s culture remains strong.
Developing and Implementing Operational Strategies: To drive business results, a Chief of Staff develops and implements operational strategies that align with the organization’s goals. This involves continuous evaluation and improvement of processes and procedures.
By excelling in these responsibilities, a Chief of Staff can significantly contribute to the organization’s success and help the executive team achieve its strategic objectives.
Essential Skills and Qualities
To be successful as a Chief of Staff, an individual must possess a unique blend of skills and qualities that enable them to navigate the complexities of the role. Here are some of the essential skills and qualities that define an effective Chief of Staff:
Strong Business Administration and Management Skills: A deep understanding of business administration is crucial. This includes knowledge of business processes, financial management, and strategic planning.
Excellent Communication and Interpersonal Skills: It is essential to communicate effectively with various stakeholders, from the executive team to frontline employees. Strong interpersonal skills help build and maintain relationships.
Ability to Lead and Direct Multiple Teams: Leadership is at the core of the Chief of Staff role. The ability to lead and direct multiple teams and departments ensures that everyone is aligned and working towards common goals.
Strong Problem-Solving and Analytical Skills: A Chief of Staff must identify problems, analyse data, and develop effective solutions. This requires a keen analytical mind and a proactive approach.
Strategic Thinking: It is vital to think strategically and develop operational strategies that drive business results. This involves understanding the organization’s goals and aligning initiatives to achieve them.
Strong Organizational and Time Management Skills: Managing multiple tasks and responsibilities requires exceptional organizational and time management skills. A Chief of Staff must prioritize effectively and ensure that deadlines are met.
Leadership and Management Skills: Inspiring and motivating teams is a key part of the role. Strong leadership and management skills help foster a positive and productive work environment.
Business Acumen: A deep understanding of the organization’s goals and objectives and the broader industry landscape is essential. This business acumen enables a Chief of Staff to make informed decisions that drive success.
By cultivating these skills and qualities, a Chief of Staff can excel in their role and significantly impact the organization’s success.
What makes a great Chief of Staff
Are you already a Chief of Staff and wondering how to make yourself indispensable? Are you contemplating a switch from a traditional management role to a Chief of Staff position? Perhaps you want to hire a Chief of Staff for yourself, and you want to know what qualities and experiential traits to look for.
Let’s start with a quick look at why this non-traditional role can be tricky.
Patience in the face of resistance: Change is complex, and implementing new processes often comes with pushback. A vital part of the CoS role is staying patient and navigating this resistance, even when it feels personally exhausting.
The relentless demand on your time: This isn’t a 9-to-5 job. The CoS role is intrinsically linked to supporting the CEO, who often works silly hours. Maintaining that pace requires careful time management and a constant struggle to protect your personal life.
Mastering communication (it’s harder than it looks): Effective communication as a CoS is a high-stakes game. You must tailor messages to diverse audiences, convey accurate senses of urgency, and avoid overplaying your hand. It’s a delicate act that takes time and experience to perfect.
Building a foundation of trust: CoS success hinges on trust—trust between you, the CEO, and the rest of the executive leadership team. Building this trust can feel painstakingly slow in a role where time is precious. It’s a true chicken-and-egg situation, as your CEO likely needs that trust to delegate fully.
Developing a thick skin (criticism is part of the job): Expect “meticulous” feedback, even on work you’ve put in significant effort. It is essential to detach from critique, avoid taking it personally, and continue making progress.
Embracing constant change: The CoS role is inherently fluid. Priorities shift quickly, requiring you to uncover problems, understand them, and propose solutions under tight deadlines. The first six months can be especially overwhelming due to this constant state of discovery.
Letting go of frustrations: To truly thrive, a CoS must shake off the inevitable disappointments and daily conflicts. Maintaining resilience and a positive outlook, even as obstacles mount, is crucial for long-term success in the role.
You have already read above about the responsibilities of a Chief of Staff and why this role can be demanding. These will help you define this role’s basic profile, but what helps you stand out? What gives you an edge? Here are a few things you can do:
Understanding and utilizing performance metrics can significantly enhance your effectiveness as a Chief of Staff.
Set a course for leading strategic initiatives
Have you obtained a profound understanding of the organisation’s goals and objectives? Then, you should be able to chart a strategic roadmap to navigate towards them, ensuring effective resource allocation. As an outstanding Chief of Staff, you will be the architect of your organisation’s journey, along with your CEO. You need to align your individual steps with the overarching goals and objectives. How do you achieve that?
See yourself as the owner of the strategic process, identifying and prioritising strategic initiatives during the planning process with the CEO. Schedule the quarterly reviews and the annual planning process. Working with the CEO, develop a strategic roadmap that outlines specific goals, objectives, and action plans (OKRs) to move your organisation forward, ensuring that strategic initiatives are streamlined, communicated effectively to departments, and integrated into the overall business strategy. Ensure that the leadership team adopts the objectives and key results process (OKRs) and cascades through the rest of the organisation.
Ensure smooth and efficient operations management in the organisation
At the end of the day, this is why you have been hired. Your ability to make sure that the plan of action unfolds as desired is vital for sustaining organisational momentum and achieving strategic objectives. This operational efficiency is a key component of the Chief of Staff job description, underscoring the role’s critical importance in maintaining the organization’s momentum towards achieving strategic objectives.
Process optimisation is essential for ensuring all operations run smoothly and efficiently.
Be the architect of the executive team dashboard. Use the target operating model (TOM) to craft a daily update. Define the health key performance indicators (KPIs) for the quarter. Having a single source of truth can be immensely powerful in an organisation. Ensure that functions are no longer marking their own homework and create an objective, accurate and fair reporting system.
As an effective Chief of Staff, it is your priority that your organisation’s employees, time, and financial resources are utilised effectively to maximise productivity and minimise waste. This may further involve streamlining processes, adopting automation tools, and reallocating resources based on fluid priorities. I see this often show up as being the arbitrator on hiring priorities. Demand is constantly higher than the available budget. As you have visibility across the organisation, you are well-placed to make these decisions.
A Chief of Staff has enough authority to foster a culture of accountability. Use that authority. Expect performance excellence and provide support and guidance to team members to help them succeed. Ensure executive team members are clear in their commitments to each other. Assist them in crafting meaningful OKRs and assist in the reporting of leading rather than lagging KPIs.
Remember that there is a reason you are directly answerable to the CEO: you often act as a linchpin that keeps the organisation’s operations running like a well-oiled machine. By leveraging your strategic insights, communication abilities, leadership skills, proactive approach, and direct access to all the influential stakeholders within the organisation, you can lead your organisation to the success it deserves and aspires for.
Best Practices for Success
To be successful as a Chief of Staff, it’s essential to follow best practices that promote effective leadership, management, and communication. Here are some best practices that can help you thrive in this challenging and rewarding role:
Align with Organizational Goals: Develop a strong understanding of the organization’s goals and objectives and ensure that your efforts are aligned with the executive team’s priorities. This alignment is crucial for driving strategic initiatives and achieving business results.
Build Strong Relationships: It is essential to build and maintain strong relationships with the executive team, senior managers, and other stakeholders. These relationships foster collaboration and ensure that everyone is working towards common goals.
Implement Effective Communication Strategies: Develop and implement communication strategies that promote transparency and collaboration across departments. Effective communication helps align teams and ensure everyone is on the same page.
Provide Regular Feedback and Coaching: Regular feedback and coaching are essential for team development. Provide constructive feedback to team members and departments, helping them improve and succeed.
Foster a Positive Company Climate: Promote a positive and inclusive company climate that encourages employee engagement and well-being. A positive work environment leads to higher productivity and job satisfaction.
Stay Up-to-Date with Industry Trends: Continuously stay informed about industry trends and best practices in business administration and management. This knowledge helps in making informed decisions and staying ahead of the competition.
Evaluate and Improve Processes: Regularly evaluate and improve processes and procedures to drive business results and efficiency. Continuous improvement is key to maintaining operational excellence.
By following these best practices, a Chief of Staff can effectively support the executive team, drive strategic initiatives, and contribute to the organization’s overall success.