By Annabel Hall, Talent & Organisational Development Specialist
About the Author
Annabel Hall is a strategic and commercial people development expert with a passion for unlocking performance through people. With a career spanning operational leadership at McDonald’s, global HR projects, and senior roles at Focus DIY, she brings a pragmatic, engaging, and results-driven approach to every conversation. Known for her straight-talking style and infectious energy, Annabel helps businesses build cultures that people want to grow with.
Over the last 12 months, I’ve spent a huge amount of time talking to organisations about AI, the future shape of their businesses, and most frequently, the impact on people. And honestly, it doesn’t seem to matter what sector you’re in — manufacturing, healthcare, retail, engineering, operations, or professional services — the same question keeps surfacing: “What happens to our admin roles?”
Sometimes the concern is direct. Other times it sits quietly underneath conversations about productivity, efficiency, digital transformation, or cost pressure. But underneath it all is often the same fear: “Will AI replace people?” and honestly? I think many organisations are asking the wrong question. From what I’m seeing, the real story isn’t about administrative roles disappearing altogether. It’s about administrative and operational roles evolving faster than most organisations are prepared for.
Yes, AI will almost certainly reduce some traditional transactional admin activity. We all know by now that AI can draft emails, summarise meetings, organise information, produce reports, streamline workflows, and remove a significant amount of manual administration — and that capability is only accelerating.
But here’s the part I think often gets missed.
The organisations benefiting most from AI aren’t simply removing people and walking away. They’re redesigning roles, rethinking capability, and looking strategically at where human value really sits.
And the smartest businesses are investing heavily in helping their workforce develop the skills needed to work alongside the technology rather than compete against it.
Because AI still needs people. Just different capability from before.
It Can Feel Like “Turkeys Voting for Christmas”
There’s also an understandable hesitation from some people working in administrative roles. In some ways, embracing AI can feel a bit like turkeys voting for Christmas. If technology can suddenly complete parts of the role faster than humans can, why would people rush towards it?
But that mindset may actually limit opportunity rather than protect it.
Because whether we like it or not, AI is becoming embedded into everyday work. The real differentiator won’t be the people who resist the technology — it will be the people who learn how to use it intelligently, responsibly, and confidently.
What I’m increasingly seeing is that administrative professionals who embrace AI are freeing themselves from repetitive activity and moving into work that is more strategic, operational, and commercially valuable.
The future administrator isn’t becoming less important. They’re becoming more influential.
And businesses are starting to recognise that.
A good example is The AA, which was recognised in the 2026 Sunday Times Best Places to Work rankings. Part of its approach has been to focus on developing employee capability alongside the adoption of new technologies, recognising that long-term success comes not just from implementing AI, but from helping people build the confidence and skills to use it effectively.
That reflects what I’m seeing across many organisations. The businesses making the biggest gains from AI aren’t necessarily those investing the most money in technology. They’re the ones investing in helping their people evolve alongside it.
The Opportunity Is Bigger Than Efficiency
A lot of organisations initially approach AI through the lens of efficiency and cost reduction. That’s understandable. Businesses are under pressure, managers are stretched, and teams are being asked to deliver more with less.
But the organisations pulling ahead are thinking differently.
They’re not simply asking, “How do we reduce admin tasks?” They’re asking, “How do we elevate the value of operational and support roles?”
That’s a very different conversation.
Because while AI can reduce repetitive activity, organisations still desperately need people who can apply judgement, coordinate teams, communicate clearly, build relationships, and support decision-making.
Ironically, the more advanced technology becomes, the more valuable human capability becomes alongside it.
Administrative Roles Are Becoming More Strategic
One thing I’m seeing consistently is that administrative and operational support roles are already becoming broader and more strategically important.
Managers are stretched. Teams are leaner. Operational complexity is increasing. Someone still needs to coordinate activity, manage information flow, support projects, keep leaders organised, and help teams operate effectively.
That “someone” is increasingly the modern administrator.
These roles are no longer simply about diary management or process administration. Administrative professionals are becoming workflow coordinators, communication hubs, operational enablers, and trusted support partners who keep businesses moving.
Technology Alone Doesn’t Create Transformation
One of the biggest misconceptions around AI is the belief that buying the technology automatically creates productivity.
It doesn’t.
Technology alone rarely transforms organisations. Capability does.
The businesses making the biggest progress are the ones helping their people understand how to use AI effectively, where human judgement still matters, and how to use these tools responsibly within operational environments.
Because introducing AI without workforce development creates inconsistency — and often hidden risk.
The Future Belongs to the AI-Enabled Administrator
Personally, I think we need to stop framing this conversation around replacement and start framing it around evolution.
Of course, some traditional admin activity will reduce.
But many administrative and operational roles are evolving into something far more valuable.
What I’m increasingly seeing is the emergence of the AI-enabled administrator — someone who is digitally confident, operationally aware, adaptable, commercially valuable, and able to combine AI capability with human judgement and strong communication.
At Instep UK, this is exactly the conversation we’re helping organisations navigate through our AI-enhanced development programmes.
The businesses that thrive over the next few years probably won’t be the ones simply buying the most AI tools.
They’ll be the ones developing people who know how to work brilliantly alongside them.
