Administrative Manager

Role Overview

The Administrative Manager is central to ensuring the effective management of day-to-day administrative functions. This role supports various operational facets including customer interactions, service expansion strategies, vendor onboarding, proposal management, and sales coordination to maintain seamless communication among customers, suppliers, and internal teams.

Core Duties

• Oversee office management tasks and maintain all essential documentation such as contracts, vendor agreements, and customer records.
• Manage multiple communication channels including email, telephone, WhatsApp, and face-to-face inquiries.
• Collaborate with the accounts department for handling billing, collections, and invoicing activities.
• Maintain accurate attendance and leave records alongside other staff-related paperwork.
• Ensure adherence to internal standard operating procedures and service policies.
• Serve as the primary point of contact for customers, managing all service-related inquiries, complaint resolution, feedback, and satisfaction monitoring.
• Maintain and update the customer relationship management (CRM) system and conduct follow-ups such as welcome calls, service quality checks, renewal discussions, and upgrade opportunities to foster long-term client relationships.
• Promote and sell newly introduced services including nursing care, physiotherapy, medical equipment, diagnostics, and doctor home visits by identifying client needs and tailoring recommendations accordingly.
• Keep marketing materials like brochures, price lists, and offers current, while monitoring adoption and sales conversion rates.
• Identify, onboard, and manage suppliers and partners including caregiver agencies, medical vendors, ambulance services, diagnostic labs, and pharmacies by verifying certifications, licenses, GST compliance, and service capability.
• Maintain an up-to-date vendor database, negotiate pricing, contract terms, and service-level agreements ensuring vendor performance and compliance standards are met.
• Prepare and customize various proposals, quotations, memoranda of understanding, and pricing documents for diverse stakeholders such as hospitals, corporates, NGOs, senior care facilities, and insurance companies.
• Follow up on proposals and track progress to facilitate successful closures, assisting business development through timely documentation support.
• Manage lead flow from multiple sources including website, social media, field agents and assign these leads appropriately within the sales team.
• Monitor lead status, conversion rates and follow-up schedules while preparing daily sales activity summaries and monthly performance reports and dashboards.
• Serve as a liaison among operations, HR, finance, and sales to coordinate staffing arrangements, deployments, adjustments, and emergency coverage.
• Ensure compliance including timely signing of agreements, collection of payments, completion of documentation, and support of audit and inspection processes.
• Maintain and revise SOP manuals when necessary.

Performance Metrics

• Customer satisfaction rates
• Timeliness in resolving complaints
• Conversion rates of new service sales
• Number of vendors successfully onboarded
• Proposal acceptance rates
• Lead response times
• Accuracy and completeness of documentation

Qualifications and Experience

• Graduation in Business Administration, Commerce, or Management
• One to four years of work experience in administration, customer service, or operations; healthcare or service sector experience is advantageous
• Fluency in English, Hindi, and Kannada with excellent communication skills
• Strong organizational skills for documentation and reporting
• Proficiency with CRM software, Microsoft Excel, and Google Sheets
• Negotiation, coordination capabilities, multitasking, and adeptness at problem-solving