Pest Control Operations Manager
3 weeks ago
About Rentokil Initial
Rentokil Initial is a leading provider of pest control services in India. The company aims to set new standards for customer service with operations across 300 locations in the country.
For more details: https://www.rentokil-pestcontrolindia.com
About the Role:
As a Field Operations Executive, you will be responsible for ensuring the availability of qualified technicians at all times. You will coach and train assigned technicians to improve service quality and customer retention.
Key Responsibilities:
Ensure availability of qualified technicians as per Technical Training Guidelines.
Coach and train assigned technicians to improve service quality and customer retention.
Ensure availability of recommended preparation, materials, and service tools in working condition.
Conduct daily stand-up meetings to explain safety and special instructions to assigned technicians.
Ensure SCP devices are effectively used by technicians and provide refresher training as needed.
Ensure all on-site service documentation is up to date as per contractual requirements.
Implement and comply with service SOP, SHE golden rules, ATEX, and PINK NOTE.
Visit a minimum of 15 customers per week, including surprise visits, routine rides, and customer complaints.
Ensure APL-listed preparations, products, and materials are used in line with service SOPs.
Maintain material stores appropriately and dispose of empty containers and used materials as per SOP.
Establish and follow a proper schedule of maintenance and repairs of equipment.
Ensure technicians carry out treatments within a given Standard Treatment Time (STT) and follow the route plan and timings defined by Service Planner.
Approve conveyance amounts for assigned technicians.
Promote highest grooming standards (uniform, safety shoes, PPEs).
Advanced Operations:
Conduct PMI 'Pest Audit' as per icabs-QSRs and 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.
Analyze customer complaints and improve skills of identified technicians to reduce CO and ensure closure by monitoring open tickets on a weekly basis.
Track and optimize material consumption as per SRF, Cost sheet, and SOW and report deviations to the line manager.
Ensure adequate stocks of materials 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 requirements 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 the service area 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 and 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 over-commitments, recommendations regarding night service, additional visits, covered area mismatch, etc.
Self-development: Be updated with the latest innovations, Service SOPs, SHE, and PN updates.
Key Result Areas:
100% completion of PMI 'Pest Audit' as per icabs-QSRs and 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 Guidelines (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 the use of computer applications and systems with Excel, Word, PowerPoint (or its equivalent).
Should get well-versed with various internal company systems such as iCABS, STP, iAuditor, SRA, SQA, SQS, TPA, my RentokilPCI, Service Leads App, U+, etc.
Benefits:
At Rentokil Initial, we believe in our people and our values. We are committed to building an inclusive and diverse workplace that welcomes people of all backgrounds.
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