Operations Manager

3 days ago

Delhi, Delhi, India Rentokil Initial Full time

About Rentokil Initial

Rentokil Initial is a leading pest control service provider with a strong presence in India. As a key member of our team, you will be responsible for ensuring the delivery of high-quality services to our customers.

Key Responsibilities:

A. Core Operations

Ensure the availability of qualified technicians at all times, as per our technical training guidelines.

Coach and train assigned technicians to improve service quality and customer retention, as per our service SOPs.

Ensure the availability of recommended preparation, materials, and service tools in working condition, as per our service SOPs.

Conduct daily stand-up meetings and explain safety and special instructions to assigned technicians to execute jobs as per instructions received from the sales team/service docket.

Ensure the effective use of SCP devices by technicians, troubleshoot SCP issues, and provide refresher training on updates as and when required.

Ensure all on-site service documentation in the 'Partner Kit' is up-to-date, as per contractual requirements and myRentokil (for myR customers).

Ensure the implementation and compliance of service SOP, SHE golden rules, ATEX, and PINK NOTE by self and assigned technicians.

Minimum 15 customer visits per week, including surprise visits, route rides, TPA, customer complaints, pest audits, etc. - Resi & SA (including QSRs).

Ensure APL-listed preparations, products, and materials are used in line with service SOPs.

Ensure material stores are maintained appropriately, as per good storage practice, and dispose of empty containers, used TG/Control board, pesticides wrappers, and damaged materials in line with SOP.

Ensure proper schedules of maintenance and repairs of equipment are established and followed periodically.

In case any operations colleagues are on leave or the position is vacant, ensure entries are made in iCABS to achieve operations KPI of the branch.

Ensure technicians carry out treatments within a given Standard Treatment Time (STT) in a competent manner and effectively follow the route plan and timings defined by the Service Planner.

Approval of conveyance amount for assigned technicians.

Promote highest grooming standards (uniform, safety shoes, PPEs).

B. Advance Operations

Conduct PMI 'Pest Audit' as per icabs - QSRs & Small branch accounts.

Plan and execute 01 TPAs (Technicians Performance Assessment) per assigned technician with 1 development program per year.

Identify and resolve service delivery issues in coordination with the Branch Manager.

Ensure customer complaints are resolved as per complaint management SOP and update the Root Cause in iCABS to ensure proper ticket closure in time.

Analyze customer complaints - CO-service wise and improve skills of identified technicians to reduce CO and ensure closure by monitoring open tickets on a weekly basis.

Compliance and closure of audits non-conformities w.r.t. service operations (Internal/External).

Track and optimize material consumption as per SRF, Cost sheet, and SOW and report deviations to the line manager.

Ensure adequate stocks of materials as pending & new jobs in line with APL and SOPs are available in the branch, and near-expiry materials are used first.

Track and monitor materials consumption to ensure branch material consumption within the target.

Maintain optimum stock levels and ensure indents are raised after checking requirement and stock.

Monitor and drive service productivity and efficiency.

Carry out Pest Management Inspection - Pest Audits of assigned customers as per iCAB using rAuditor.

Ensure Service leads are submitted by all technicians as per the target.

Monitor and report to the Line Manager on input costs at all major sites as per gross margin agreed and discuss action plans to bring it within limits.

Actively drive Service & Product Leads for assigned technician groups within service areas by on-the-job coaching to create density of customers.

Encourage technicians to plan their leaves in advance to curb absenteeism.

Help resolve any grievances & IR issues of technicians and bring to the notice of the Line Manager on a day-to-day basis.

Report any deviation that could impact service quality or productivity of technicians like overcommitments, recommendation regarding night service, additional visits, covered area mismatch, etc.

Self-development - Be updated with latest innovations, Service SOPs, SHE, and PN updates.

Key Result Areas:

100% completion of PMI 'Pest Audit' as per icabs - QSRs & Small branch accounts.

Material consumption target to be met 100% as per Branch AoP target.

TPA and Development plan completion as per target - 100%.

Ensure 'Call Out' complaint per technician is less than 3 per month, and analyze and re-train technicians with more than 3 complaints per month.

100% Trained and qualified technicians as per Technical Training Guideline (L-1 TAT 30 days; L-2 within 9-months of Joining).

Self-learning and development - Above 90% score in online assessment.

Requirements

Competencies (Skills essential to the role):

Good interpersonal skills.

Good analytical and problem-solving skills.

Ability to communicate effectively.

Should be proactive in planning and organizing.

Technical knowledge of pests, service processes, chemicals, and equipment.

Educational Qualification / Other Requirement:

Minimum B. Sc. (Chemistry / Zoology / Agriculture). Any prior experience in operations of pest management or service industry is desirable.

Proficient in use of computer applications and systems with Excel, Word, PowerPoint (or its equivalent).

Benefits

What 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:

Safety.

Integrity.

Innovation.

Learning and Development.

Open and Transparent.

Performance Orientation.

DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.

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