Operations Manager

2 weeks ago

Ghaziabad, India Rentokil Initial Full time
About the Role
: The Operations Manager shall be responsible for the entire Operations of the Branch and will manage all the operations colleagues directly (Technicians, Service Planners, OE, AOM). The JD lists down duties and responsibilities of Operations Manager to be positioned in Large Branches. The incumbent will report to the Branch Manager and will have to work as part of a multi-functional team and this involves collaboration with the internal team and external stakeholders.
Job Responsibilities:
Core Operations
Ensure only qualified (trained & certified) and competent manpower (Technicians, OE, planner) are assigned jobs & deployed at site.
Coach & train OEs & AOM in order to improve their Technical & operational capability.
Ensure service SOP compliance and quality of service delivery by effective supervision of Team - on the job as per company SOPs
Ensure compliance with the contractual obligations of NKA clients are Conduct Pest Audit of NKA and close customer audit non-conformities
Ensure the Operations Team completes Pest audit as per iCABs/contract agreement using r Auditor, and closes customer audit non-conformities (external / internal)
Conduct daily & weekly review meeting of OEs/AOM and monthly operations meeting with Technicians
Approval of conveyance amount for all the AOMs
Ensure customer complaints are attended within 24 hours & resolved with reduction in escalation.
In case any of the Operations colleagues are on leave or position is vacant, should ensure entries are made in iCABS to achieve operations KPI of Branch.
Advance Operations
Succession planning: Ensure availability of qualified Technician, OEs, SP, AOM as per branch business plan to meet new sales as per sales forecast.
Ensure SHE golden rule, PN, SRA and ATEX compliance in the Branch.
Monitor and maintain material consumption, Overtime Hrs. as per Branch's AOP target
OM to monitor and ensure daily chemical consumption are updated in NAV by respective team members and before month closing confirm Physical stock and NAV stock are matching.
Maintaining Optimum Stock Level and Ensuring Indents are raised after checking requirement and stock.
Track, Monitor and ensure input costs at all major sites as per gross margin agreed & implement action plans to bring it within limits in Branch
Actively drive Service & Product Leads and ensure Branch's AOP targets are met
Surprise visits to KA and NKA to ensure compliance with the contractual agreement and support Technicians and OEs
Analyse service complaints, prepare action plan, guide OEs/AOMs to ensure AOP targets are met
Inventory: analyse material consumption and optimise consumption- prepare action plan, guide OEs/AOMs to ensure AOP targets are met
Ensure strict implementation of Service SOPs, SHE golden rules, SRA, PN and use of Approved Preparations List products.
Identify & resolve Service delivery issues in coordination with the Branch Manager
Provide technical and operational support to OEs and AOM
Ensure termination notifications are attended effattended to effectivelyctively and promptly.
Analyse and take appropriate actions in case of any deviation that could impact service quality or productivity of technicians like- over commitments, recommendation regarding night service (if it is not needed), covered area mismatch, etc
Monitor and drive SOS, service productivity and efficiency
Monitor and ensure 100% PMI audits are completed as contract agreement.
Monitor Branch's SCP usages and Active devices. Ensure that the usage is always about 95% & active device count is always 100%.
Analyses visit extraction notes for all high infestation related service visits on daily basis & take action
Ensure that the services of NKA are delivered through the certified technicians & with SCP only. This is MANDATORY
Ensure Branch CVC scores as per target and increase in promoters numbers based on resolution of grievances of detractors/passive
Visit customers (along with OEs, AOM) and help resolve issues highlighted by customers/OE/AOM.
Ensure the team adheres to the safety guidelines and conducts SRAs as per the set process
Coach and motivate Technician by route riding through OE/OM for quality service Lead generation. Also guide how to conduct techno commercial audit by analysing the suitable need at the customer's site.
Key Result Areas:
ToS improvement- 60-75% (as per branch AoP target)
Manpower Management: 100% availability of qualified Technician, planner, OEs and AOM as per business plan
Delivered MTD SOS >95% and Technicians productivity - R/FTE, Visit/FTE as per branch AOP targets
Complaint management: Ensure reduction in Call Outs and increase CVC score as per AOP targets
Manage material consumption with improved Branch monitoring and Optimism the material consumption by implementing innovation as per branch AOP targets.
100% TPA and Development plan based Technicians grading
Ensure 100% usage of SCP devices & all devices are active throughout the year in respective branch
Deliver budgeted Service Leads and encourage & motivate technicians to submit the Service Leads as per AOP target
Retain & grow existing customers to improve Customer Retention as per AOP target
100% PMI target as per iCABs are achieved of the branch as per contract agreements
myR Usage for customer reviews, trend analysis & going paperless
Self learning and development- Above 90% score in online assessment.
Deliver agreed SHE Plan- LTAR Target | WDLR Target
Role Type / Key working relationships:
People Manager
External team- Customers and Customer representative
Internal team- ABM/BM, Operations & Sales Colleagues, Planners
Requirements
Competencies (Skills essential to the role):
Acting Commercially - Commercially viable decision making, retaining customers, Cost efficiency
Delivering Results - Achieving Revenue Targets, Adherence to timelines
Managing Self - Organized, Composed and emphasizes on continuous self development
Working with Others - Open, approachable and supportive to team members and colleagues
Displaying Leadership - Develop team, training, coaching and mentoring
Functional - Technically sound, Good understanding of Business Processes & Systems (SHE, Food Safety, iCABS, STP, iAuditor, SRA, SQA, SQS, TPA, myRentokilPCI, Service Leads App, U+ etc)
Educational Qualification / Other Requirement:
Minimum B. Sc. (Chemistry / Zoology / Agriculture)
3-5 yrs of experience in operations of pest management or service industry is desirable
Proficient in use of computer applications & systems with Excel, Word, PowerPoint (or its equivalent)
Benefits
Our values lie at the core of our mission and vision. We believe that it’s our people who make our company what it is. We believe in:
Safety
Integrity
Innovation
Learning & Development
Open & Transparent
Performance Orientation

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