Business Operations Manager / Executive Assistant to MD

Act XM is a specialist consulting business that helps organisations improve customer, employee, and business experiences through strategy, technology, insights, and program delivery. We work with leading experience management platforms, including Qualtrics, and support clients to design, implement, and improve programs that drive better decisions and better outcomes. We are a growing business with a strong focus on quality, client relationships, practical execution, and continuous improvement. This role will play an important part in helping us operate with more structure, consistency, and efficiency as we continue to grow.

About the role

We are looking for a highly capable Business Operations Manager / Executive Assistant to support the Managing Director and help improve the way our business runs.

This is not a basic admin role. We are looking for an experienced operator who can take ownership of business administration, CRM management, reporting, invoicing, information security coordination, and internal business processes.

The right person will be highly organised, proactive, confident with systems, strong in English, and comfortable working across many parts of the business. You will help keep the business moving, ensure important actions are followed through, and identify ways to improve how we work.

Key responsibilities

- Executive support and business administration
Support the Managing Director with day-to-day administration, coordination, follow-up, and business priorities.
Manage calendars, meetings, actions, reminders, and key deadlines.
Create and maintain a business calendar covering important operating rhythms, including performance reviews, leadership meetings, reporting cycles, client follow-ups, renewals, invoicing, compliance activities, and key internal deadlines.
Help ensure actions fro ---------- etings are captured, assigned, followed up, and completed.
Support onboarding and offboarding of employees, contractors, clients, and suppliers where required.
Maintain organised business records, documentation, folders, templates, and internal processes.

- CRM, dashboards and reporting
Maintain and improve our CRM platform. Experience with HubSpot is preferred.
Ensure CRM data is accurate, complete, and up to date.
Support pipeline tracking, sales reporting, client information, contact records, deal stages, and activity reporting.
Help build and maintain business dashboards and reports for sales, operations, client delivery, and management visibility.
Identify gaps in CRM usage and recommend improvements to make the system more useful for the business.

- Finance and invoicing administration
Manage invoicing administration and support accurate, timely billing.
Manage customer invoicing platforms and portals.
Track invoice status, required purchase orders, client billing details, payment requirements, and follow-up actions.
Work with internal and external stakeholders to resolve invoice or administration issues.
Maintain clear records for finance and management reporting.

- Information security and compliance support
Help coordinate information security administration, including ISO-related activities.
Maintain registers, evidence, records, reminders, documentation, and follow-up actions.
Support internal compliance processes, audits, reviews, and information security tasks.
Ensure security-related actions are tracked and completed on time.

- Systems, process improvement and AI
Review current systems and processes and identify ways to simplify, automate, or improve them.
Explore AI tools and solutions that can make the business more efficient.
Create simple, practical processes that help the business operate with more consistency.
Support improvements across tools, templates, reporting, documentation, and workflows.

- Documents, presentations and Microsoft tools
Prepare and improve PowerPoint presentations, documents, spreadsheets, and business templates.
Support the creation of reports, management documents, client materials, and internal communications.
Use Microsoft tools confidently, including PowerPoint, Excel, Word, Outlook, Teams, and SharePoint.

Skills and experience required
Excellent written and spoken English.
Strong experience in administration, executive support, business operations, or operations management.
Strong CRM experience. HubSpot experience is preferred.
Experience maintaining dashboards, reports, business records, and operational trackers.
Strong Microsoft Office skills, especially PowerPoint and Excel.
Experience with invoicing administration and customer billing portals.
Highly organised, reliable, and able to follow through without constant reminders.
Strong attention to detail.
Able to work independently and manage multiple priorities.
Comfortable improving systems and processes.
Curious about AI and how it can be used to improve business efficiency.
Experience supporting senior leaders, founders, managing directors, or executive teams.
Experience with ISO, information security, compliance, or audit administration is highly regarded.

Personal attributes
Proactive and practical.
Highly organised.
Calm under pressure.
Strong communicator.
Comfortable taking ownership.
High attention to detail.
Trustworthy and discreet.
Confident working remotely.
Able to spot problems and suggest better ways of working.

Success in this role looks like
The Managing Director has less administration and more time to focus on growth, clients, people, and strategy.
The CRM is accurate, useful, and actively maintained.
Business dashboards and reports are clear and reliable.
Invoicing and customer platform administration are managed properly.
Key business rhythms, reviews, meetings, and follow-up actions happen on time.
ISO and information security actions are organised and tracked.
Internal systems and processes keep improving.
The business runs with more structure, consistency, and ---------- ntum.