Dear HR Professionals
Managing the administrative function can be confusing.
Titles, responsibilities, and expectations vary widely, making it difficult to measure, compensate, and develop these roles effectively.
The truth is, when properly managed, administrative professionals are strategic assets who drive efficiency and innovation. To unlock their full potential, HR must understand the structure and value of these roles.
Here’s what you need to know:
1. Administrative positions range from task-based, reactive entry-level admins to highly strategic and proactive roles like Senior Executive Assistant or Administrative Business Partner.
These roles are not the same. They require different skills and responsibilities.
Use frameworks like the Global Skills Matrix, a free resource from WA-Alliance to define competencies, skills and expectations at every level so you can measure performance.
If you can measure it, you can improve it, to create a world-class administrative function for your organisation.
2. Administrative professionals shouldn’t be measured by task volume. Instead, assess their contributions based on business impact.
How have they improved efficiency or reduced costs?
How much time have they saved their executive or team by improving processes or doing things they would otherwise have to do for themselves?
3. Administrative professionals thrive with growth opportunities, yet they are often overlooked.
Offer programs in project management, leadership, communication, business strategy and technology.
Create career pathways to help assistants progress from support roles to strategic positions.
4. Write clear job descriptions outlining scope, required skills, and expected outcomes.
5. Administrative roles are often undervalued.
Revisit and benchmark salaries to reflect modern responsibilities and include incentives tied to strategic outcomes.
6. Many leaders underutilise their assistants because they don’t understand the role’s potential. HR can help by offering workshops on how to partner effectively with assistants and sharing resources on how assistants align with business goals.
7. When an assistant is expected to support too many people, it limits their ability to amplify productivity.
When the ratios are right, assistants are not just headcount – they are a strategic investment, which when aligned with organisational goals, deliver far more value than their cost.
These ratios work.
1:1/2 for senior managers
1:2/3 for middle managers
A pool of task based, reactive admins for the rest.
Managing administrative functions isn’t about filling roles – it’s about empowering professionals to excel. By defining responsibilities, aligning titles, and investing in growth, HR can elevate the profession and unlock its full potential.
If you need guidance, I’m here to help.
👀 Follow me Lucy Brazier OBE for administrative profession related content and inspiration.
