Assistant Manager

About Rentokil PCIRentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil PCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number one pest control company in India, and Rentokil, the world’s leading pest control brand. Rentokil PCI aims to set new standards for customer service having operations across 300 locations in India.For more details: the Role:Assistant Operations Manager shall be responsible for the entire branch Operations and will manage all the operations colleagues directly (Including Service Planners). Along with a team, AOM will also handle LA and KA customers personally.

ResponsibilitiesA. Core OperationsEnsure only qualified (trained & certified) and competent manpower (Technicians & OE) are deployed as per Technical Training Guidelines.Coach & train OEs in order to improve their Technical & operational capability.Ensure complete and appropriate tools and materials are available in branch, base & site in adequate quantity and in working condition.Ensure quality of service delivery by effective supervision of Team - on the job as per company SOPsEnsure Planner are planning jobs effectively and provided sufficient time to deliver quality of servicesEnsure all pest audits as per iCABs are conduct as per contract agreement by OEs and conduct Pest Audit of LA and KA branch customer and close customer audit non-conformitiesEnsure the Operations Team completes Pest audit and closes customer audit non-conformities (external / internal)Drive and ensure the Site documentation compliance in 'Partner Kit' through team, implementation of SOP compliance and send service dockets of completed services to NKA for invoicing on timeIn 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.Ensure customer complaints are attended within 24 as per complaint management process. The Root Cause is updated in iCABS to ensure proper ticket closure.Identify & resolve Service delivery issues in coordination with the Branch ManagerEnsure SPs plan and schedule all services (including new, renewals, contracts, jobbing, call outs, etc.) on a daily, weekly and monthly basis. Also, termination notifications are attended effectively and promptly. Pending services backlog should be negligibleEnsure planners update all service data from dockets, log cards, service orders and other sources accurately into business systems in a timely manner, including- Rout ride, TPA, Customer complaints, Pest Audits, etc.Approval of conveyance amount for all the OEsB. Advance OperationsSuccession planning: Ensure availability of qualified Technician and OEs as per branch business plan to meet new sales as per sales forecast.Monitor and maintain material consumption, Overtime Hrs. at an agreed targeted level for the BranchMonitor & report to ABM/BM on input costs at all major sites as per gross margin agreed & discuss action plans to bring it within limitsSurprise visits to LA and KA to ensure compliance with the contractual agreement and support Technicians and OEsActively drive Service & Product Leads by implementing STA (See, Tell, Ask) and T.I.M.E. (Train, Incentivise, Monitor, Engage)Analyse service complaints and ensure Technicians with more than 3 complaints per month are adequately skilled to reduce complaintsInventory: Manage Stock Levels of branches by accurate forecasting, Indenting & receipt of material.Maintaining Optimum Stock Level and Ensuring Indents are raised after checking requirement and stock.Ensure strict implementation of Service SOPs, SHE golden rules, SRA, PN and use of Approved Preparations List products.Encourage team to plan their leaves in advance to curb absenteeismEnsure Team is conversant with SCP and monitors, analyses visit extraction notes for all high infestation related service visits on daily basis & take actionProvide technical and operational support to OEs and TechniciansHelp Resolve any Grievances & IR issues that Team face & bring to the notice of ABM/BM on day today basis.Analyse and take appropriate actions in case of any deviation that could impact service quality or productivity of technicians like- overcommitments, recommendation regarding night service (if it is not needed), covered area mismatch, etcMonitor and drive service productivity and efficiency. Carry out Pest Management Inspection- Pest Audits of assigned customers as per iCAB using rAuditorEnsure that the services of NKA are delivered through the certified technicians & with SCP only. This is MANDATORYEnsure correct service areas are distributed across the business based on annual revenue from areas, time on site, travel time & routine requirements.Ensure Branch CVC scores as per target and increase in promoters numbers based on resolution of grievances of detractors/passiveVisit customers (along with OEs), Help OEs address issues highlighted by customers and generate CVC (Customer Voice Count) reports whenever requiredMake sure the Operations team completes all the required reports and update required apps/systemsEnsure adequate availability of manpower as responsible while approving leaves, Operations related sign offs and Service colleague retentionEnsure the team adheres to the safety guidelines and conducts SRAs as per the set process

Key Result Areas:Manpower Management: 100% availability of qualified Technician and OEs as per branch business planDeliver MTD SOS >95% and Technicians productivity - R/FTE, TOS, Visit/FTE as per branch AOP targetsComplaint management: Ensure reduction in Call Outs and increase CVC score as per AOP targetsManage branch stocks to budgeted level with improved Branch monitoring and Optimise the material consumption by implementing innovation as per branch AOP targets100% TPA and Development plan based Technicians gradingEnsure 100% usage of SCP devices & all devices are active throughout the yearDelivered budgeted Service Leads and encourage & motivate technicians to submit the Service LeadsRetain & grow existing customers to improve Customer Retention as per AOP target100% PMI target as per iCABs are achieved of the branch as per contract agreementsmyR Usage for customer reviews, trend analysis & going paperlessSelf learning and development- Above 90% score in online assessment.

Competencies (Skills essential to the role):Acting Commercially - Commercially viable decision making, retaining customers, Cost efficiencyDelivering Results - Achieving Revenue Targets, Adherence to timelinesManaging Self - Organized, Composed and emphasizes on continuous self developmentWorking with Others - Open, approachable and supportive to team members and colleaguesDisplaying Leadership - Develop team, training, coaching and mentoringFunctional - Technically sound, Good understanding of Business Processes & Systems (SHE, Food Safety, iCABS, STP, iAuditor, SRA, SQA, SQS, TPA, myRentokilPCI, Service Leads App, U+ etc)

RequirementsEducational Qualification / Other Requirement:Minimum B. Sc. (Chemistry / Zoology / Agriculture)3-4 yrs of experience in operations of pest management or service industry is desirableProficient in use of computer applications & systems with Excel, Word, PowerPoint (or its equivalent)Role Type / Key working relationships:People ManagerExternal team- Customers and Customer representativeInternal team- ABM/BM, Operations & Sales Colleagues, PlannersWhat can you expect from RPCI?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:SafetyIntegrityInnovation

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