Administration Head

Role & responsibilities

Department: Customer Success (Administration)

Reporting To: Director

Role Definition - The Head of Administration is accountable for leading the administrative function to ensure operational efficiency, statutory compliance, safe and secure infrastructure, and seamless support to business functions. This role ensures standardized administrative processes, optimizes cost, enhances facility and asset utility, and drives a proactive, service-first mindset across locations and teams.

Deliverables

1. Standardized, documented, and efficient admin processes across all sites
2. Safe, Compliant, and Optimally Maintained Facilities
3. End-to-End Asset Lifecycle Management
4. High Standards of Safety, Security, and Hygiene
5. Statutory and Legal Compliant
6. Seamless Transportation & Vehicle Support for Operations
7. Effective Vendor & Contract Management
8. Business Continuity Preparedness and Execution
9. Team Development

Task and Activities
Administration Process Management:

• Document end-to-end workflows with clear SOPs, escalation points, and authorization matrices.
• Regularly update SOPs and ensure version control and accessibility across sites.
• Lead time-motion studies to identify process delays; implement improvements using Lean tools.
• Implement digital process automation tools to reduce manual tasks and errors.
• Track and report Admin KPIs to assess and improve turnaround time and service delivery.

Facilities Management

• Maintain and upgrade infrastructure of collection centers, laboratories, and offices.
• Ensure preventive and breakdown maintenance schedules are in place and tracked.
• Conduct root cause analysis for repeat maintenance issues and address them structurally.
• Ensure electrical, fire safety, water supply, waste management systems are functional and compliant.
• Prepare emergency response SOPs with defined communication protocols.

Asset Management:

• Ensure tagging, tracking, and lifecycle monitoring of fixed assets and consumables.
• Conduct bi-annual audits of assets, update register, track usage and depreciation.
• Define and implement standard disposal policy ensuring audit compliance.

Statutory Compliance & Legal Case Coordination:

• Ensure all statutory licenses, registrations, and renewals (Fire NOC, Shops Act, BMW, PCPNDT, PCB, etc.) are current.
• Maintain a compliance tracker and internal audit plan for each center.
• Coordinate with legal counsel and leadership to track ongoing legal cases and filing timelines.
• Maintain central repository of legal and regulatory documents for audit-readiness.

Safety & Security:

• Implement and audit safety and security protocols across all locations.
• Conduct regular risk assessments, emergency drills, and security incident tracking.
• Manage CCTV, access control, fire systems, and security personnel deployment.
• Maintain zero-incident culture and monitor employee safety perception through surveys.

Vehicle & Transport Management:

• Monitor vehicle movement, fuel consumption, and trip optimization digitally.
• Ensure documentation (insurance, permits) is updated and drivers are trained in SOPs.
• Track delivery timelines for sample transport and support logistics performance metrics.
• Maintain zero-incident culture and monitor employee safety perception through surveys.

Housekeeping and Hygiene:

• Ensure cleanliness and hygiene protocols in patient-facing and back-end areas.
• Implement cleaning schedules and conduct regular quality audits.
• Track consumables usage, stock levels, and vendor performance.

Vendor & Procurement Management:

• Streamline vendor onboarding, contracts, payments, and performance reviews.
• Ensure AMC contracts for assets and infra are up-to-date.
• Reduce cost leakages and ensure service SLAs from facility and support vendors.

Team Leadership and Development:

• Set individual performance targets with each team member aligned with the department objectives.
• Conduct daily huddles with the team to discuss ongoing activities and address any issues.  Hold weekly meetings with the team to discuss sales performance indicators and lead measures.
• Conduct monthly 1:1 meetings with direct repartee's to review progress on KPIs and plan the way ahead. Document and share feedback with each team member.
• Assess individual ASK (Attitude, Skills, Knowledge) on a quarterly basis and manage the learning of the team in collaboration with the HR team to enhance skills and drive career paths.
• Monthly recognize and reward high performance and initiate improvement plans where necessary. Achieve the People Score of 90.

Success Metrics

1. 100% of administrative processes are documented, updated, and adhered to by the team.
2. 100% on-time delivery of strategic projects with clearly defined outcomes
3. Zero security breaches or incidents
4. 100% adherence to targeted administrative budget planned
5. 100% accuracy in compliance, records, and documentation
6. People Score