ABOUT THE ROLE
The Operations and Administrative Specialist keeps client engagement running smoothly day to day. The role owns the operational records, trackers and recurring reports the engagement depends on, coordinates onboarding, offboarding and workforce changes for project staff, and makes sure compliance and information security requirements are completed and evidenced.
The position sits at the coordination point between internal functional teams and client-facing leadership. Reporting from this role feeds revenue, workforce and billing decisions, and the documentation it maintains is what internal and external auditors examine. Accuracy, discretion and follow-through matter more here than volume of activity.
KEY RESPONSIBILITIES
Operations Administration
- Coordinate onboarding and offboarding activities for project personnel
- Maintain accurate operational records, documentation and trackers
- Monitor attendance and consolidate operational data for revenue and workforce reporting
- Prepare recurring operational reports, including billing and financial tracking reports
- Coordinate administrative requirements related to contractor engagement and workforce changes
- Facilitate approval workflows and ensure operational requests are completed on time
Compliance and Documentation
- Monitor completion of mandatory compliance and information security requirements
- Support implementation and monitoring of Information Security Management System (ISMS) processes
- Maintain organized documentation to support internal and external audits
- Consolidate reports and evidence required for ISO and other compliance initiatives
Stakeholder Coordination
- Work closely with Client Partners and internal functional teams to coordinate operational activities
- Respond professionally to administrative inquiries from internal and external stakeholders
- Support client communications through email and other approved channels as required
- Escalate operational issues and risks promptly and with the context needed to act on them
Reporting and Continuous Improvement
- Generate regular operational reports using Microsoft Excel and other productivity tools
- Maintain accurate dashboards and trackers for workforce and operational metrics
- Recommend improvements to administrative processes and documentation practices
- Support additional operational initiatives as business needs evolve
CANDIDATE PROFILE
Education
- Bachelor's degree in Business Administration, Management, Human Resources, Information Management, Communications or a related field
Experience
- 2 to 5 years of experience in administrative, operations, project coordination, executive support, HR operations or a similar role
- Client-facing exposure. Experience supporting client-facing or cross-functional teams is an advantage
- Industry background. Experience in BPO, IT, AI or professional services is preferred
Technical Skills
- English communication. Excellent verbal and written English, sufficient to correspond directly with client-side and internal stakeholders
- Microsoft Office proficiency. Working command of Excel, Word, Outlook and PowerPoint, with Excel used daily for reporting and trackers
- Reporting and data management. Able to prepare reports, manage operational data and maintain documentation that stands up to audit
- Compliance familiarity. Basic knowledge of compliance, information security or quality management systems is an advantage
- Organization and time management. Strong planning discipline across recurring deadlines and competing administrative requests
- Attention to detail. High accuracy in records, trackers and reports where errors carry downstream billing and workforce consequences
- Use of AI applications to build efficiency in assigned tasks
COMPETENCIES AND WORKING STYLE
- Customer focus. Treats internal teams and client contacts as stakeholders whose requests deserve a clear answer and a closed loop
- Ownership and accountability. Self-directed and resourceful; carries requests through to completion without needing to be chased
- Collaboration. Strong interpersonal skills and comfort working across functions and reporting lines
- Planning and organizing. Runs fixed reporting cadences and approval workflows reliably alongside ad hoc demands
- Communication. Writes and speaks clearly and professionally in client-visible channels
- Adaptability. Adjusts as engagement requirements and business needs shift
- Integrity. Handles confidential personnel, client and financial information with discretion
- Continuous learning. Looks for better ways to run administrative processes and documentation rather than repeating them unchanged
