Executive Assistant to the VP of Operations | BPO

Job description

Department: Operations Reports To: Vice President of Operations Employment Type: Full-Time Industry: Business Process Outsourcing (BPO) Work Arrangement: On-Site Location: APAC All-Sites I. JOB SUMMARY The Executive Assistant to the Vice President (VP) of Operations provides high-level administrative, organizational, and operational support to ensure the efficient execution of the VP's priorities and responsibilities. This role serves as a key coordination point between the VP of Operations, Operations Managers, client-facing teams, support departments, and senior leadership. The position requires strong organizational skills, discretion, analytical thinking, and the ability to manage competing priorities in a fast-paced BPO environment. The Executive Assistant helps monitor operational deliverables, prepare management reports, coordinate leadership meetings, track action items, and facilitate communication across departments to support operational excellence, client satisfaction, and business objectives. II. KEY RESPONSIBILITIES A. Executive and Administrative Support Manage the VP of Operations' calendar, appointments, meetings, and business engagements. Coordinate internal and external meetings, including leadership reviews, client meetings, business reviews, and operational planning sessions. Prepare meeting agendas, presentations, minutes of meetings, and executive briefing materials. Manage email correspondence, prioritize requests, and follow up on urgent matters requiring the VP's attention. Arrange business travel, accommodation, transportation, and expense documentation as required. Maintain organized and confidential executive files, records, reports, and communications. B. Operations Coordination and Performance Monitoring Coordinate with Operations Managers and team leaders to gather updates on operational performance, business priorities, and ongoing initiatives. Consolidate operational data and prepare reports on key performance indicators (KPIs), service-level agreements (SLAs), productivity, quality, attendance, attrition, and staffing, as applicable. Track operational action items, deadlines, escalations, and commitments made during leadership meetings. Follow up with responsible stakeholders to ensure timely completion of deliverables and management directives. Support the VP in monitoring business performance against operational targets and identifying items requiring management attention. Assist in preparing daily, weekly, and monthly operations reviews. C. Client and Stakeholder Coordination Facilitate communication between the VP of Operations, client stakeholders, internal department heads, and support teams. Coordinate the preparation of client business review materials, performance summaries, and operational updates. Track client-related commitments, deliverables, and follow-up actions. Help ensure that escalations, concerns, and critical updates are routed to the appropriate stakeholders promptly. Maintain professionalism and confidentiality when handling client information and sensitive business matters. D. Leadership Meeting and Project Management Support Organize operations leadership meetings, business reviews, strategic planning sessions, and town halls. Prepare presentations, dashboards, status reports, and supporting documentation for executive discussions. Maintain action logs, project trackers, and status reports for key operational initiatives. Coordinate cross-functional activities involving Workforce Management, Quality Assurance, Training, Human Resources, IT, Finance, and other support functions. Assist in monitoring project milestones, risks, dependencies, and deadlines. Support the implementation and tracking of process improvements and operational initiatives. E. Reporting and Data Management Collect, validate, consolidate, and summarize operational information from various departments. Prepare management reports, executive summaries, spreadsheets, and presentation decks. Maintain accurate trackers for operational performance, leadership commitments, projects, and business priorities. Identify inconsistencies or missing information and coordinate with relevant teams to resolve them. Ensure reports and business documents are accurate, timely, and presented in a clear, decision-ready format. F. Confidentiality, Compliance, and Professional Standards Handle confidential business information, employee data, client information, and executive communications with discretion. Follow company policies, information security requirements, data privacy standards, and client-specific confidentiality obligations. Ensure proper documentation and version control of executive and operational records. Demonstrate sound judgment when handling sensitive issues, escalations, and competing priorities. III. QUALIFICATIONS AND REQUIREMENTS Education Bachelor's degree in Business Administration, Management, Office Administration, or a related field is preferred. Equivalent relevant experience may be considered. Experience At least 3–5 years of experience as an Executive Assistant, Senior Administrative Assistant, Executive Coordinator, or in a similar role. Experience supporting senior leaders in a BPO, contact center, shared services, or other fast-paced operations environment is highly preferred. Exposure to operational reporting, KPI monitoring, project coordination, and cross-functional stakeholder management is an advantage. Technical Skills Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, Word, and Outlook. Experience with Microsoft Teams, SharePoint, or similar collaboration and document management platforms. Ability to consolidate data, maintain trackers, and prepare management reports and presentations. Familiarity with operational dashboards, reporting tools, or business intelligence platforms is an advantage.