operations administrationcalendar managementcrm data entryinvoice processingoffice administration
Complete evaluation framework
What to assess and how to score it
Review the evidence signals before interviewing. Then use the anchored descriptions—not instinct alone—to choose the score that best matches each answer.
01
Evaluation factor
Execution and reliability
35% weight
Check throughput on real admin load: inbox triage volumes, diary management for multiple managers, invoice coding in Xero or QuickBooks, and how they tracked deadlines without dropping items.
Evidence to listen for
Describes a workload they owned and how they kept it from slipping
Names the tools and systems they ran day to day
Can talk about volume: tickets, inboxes, orders, uptime
Nothing quietly falls through when they are busy
Five-point scoring guide
1
Poor
Cannot describe their own workload; things slip without them noticing.
2
Needs Improvement
Handles routine volume; drops work under pressure.
3
Satisfactory
Reliable on steady-state work; struggles when volume spikes.
4
Very Good
Consistently reliable at real volume with a system for staying on top.
5
Excellent
Names daily volumes, tools such as Outlook, SharePoint or Asana, and a personal tracking system that kept nothing outstanding past deadline.
02
Evaluation factor
Improving the process
25% weight
Probe one workflow they rebuilt: a filing structure, expense claim template, onboarding checklist, or mail merge that cut repeat work, plus hours or errors saved.
Evidence to listen for
Has changed a process rather than only following one
Can name what was slow or error-prone and what they did about it
Documents so the improvement survives them
Knows when a process is worth automating and when it is not
Five-point scoring guide
1
Poor
Follows instructions only; no sense that process can change.
2
Needs Improvement
Notices problems but escalates rather than solving.
3
Satisfactory
Makes small improvements; impact is local and undocumented.
4
Very Good
Has redesigned a real process with measurable effect.
5
Excellent
Describes a specific process before and after, with a template, macro or shared tracker still in use and a measurable time saving.
03
Evaluation factor
Judgement and autonomy
25% weight
Assess where they act alone versus escalate: booking travel over budget, handling a supplier chasing payment, correcting a director's calendar clash, handling confidential HR files.
Evidence to listen for
Knows what to decide alone and what to escalate
Handles an exception without freezing or improvising recklessly
Protects confidentiality and access appropriately
Asks a clarifying question rather than guessing on something costly
Five-point scoring guide
1
Poor
Either escalates everything or acts recklessly on their own.
2
Needs Improvement
Needs frequent direction; uneasy with exceptions.
3
Satisfactory
Sound judgement on familiar decisions.
4
Very Good
Clear sense of their own authority; handles exceptions well.
5
Excellent
Draws a clear line on spend limits and confidentiality, cites a decision made unsupervised and one correctly escalated with context attached.
04
Evaluation factor
Communication
15% weight
Judge how they write to senior staff, suppliers and colleagues: minute taking, chasing overdue approvals, and delivering awkward news like a cancelled booking.
Evidence to listen for
Writes clearly enough that people act without a follow-up
Manages expectations before a deadline slips, not after
Handles a frustrated colleague or customer calmly
Works across time zones or async where the role needs it
Five-point scoring guide
1
Poor
Unclear written communication; goes quiet when things slip.
2
Needs Improvement
Communication needs chasing; raises problems late.
3
Satisfactory
Clear enough day to day; proactive updates are inconsistent.
4
Very Good
Clear, proactive, and calm under pressure.
5
Excellent
Gives crisp examples of minutes, chase emails and phone handling; tone shifts appropriately between director, vendor and new starter.
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