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Executive Operations Capability

2 weeks ago

India Rentokil Full time

About the Role:

- The Senior Executive - Operations Capability is responsible for driving usage of myR Portal and SCP along with myR Lite Activation. The incumbent shall also be responsible for related training and deployments.
- The person will report to the Sr. Manager - Operations Capability. The incumbent will have to work as part of a multi-functional team and this involves collaboration with the internal team and external stakeholders.

Job Responsibilities:

- Plan and deliver Branch Training, Customer Trainings and Demos related to myR.
- myR activation - Lite: Activation of commercial customers under myR Lite
- Conduct SPOC Refresher training periodically
- Manage the On Site Deployment and Customer Support
- Branch & NKA Support: Portal usage, Trend analysis etc
- Backend work - updating the QR codes for myR HD customers
- Trend report training and support to Branch Operations Team
- Technician training on myR & SCP updation
- Customer training to customers on myR Portal
- Portal - Troubleshooting, follow up with global IT
- SOP Documentation Support - HD Client
- Portal & Tracker Review: Helping branches to understand portal & increase portal usage
- Liasioning with NKA & Branches in order for timely completion of activities & support
- CSAT - Customer satisfaction score to be published on monthly basis
- Dashboard Maintenance: SCP active devices & usage, Portal usage
- SCP Refresher for SPOCs
- Ensuring SCP Usage & Active Devices
- Smoother launch of all new versions of SCP & SRA
- Regular refreshers for the service planners of the region & induction for the newly joined service planners
- Regular reviews with the SPs on the operations KPIs of the region
- Monitoring regional CSAT scores of rating below 3 & escalating it to BMs ensuring the proper closure of tickets at the branch level

Key Result Areas:

- myR Portal usage
- myR Lite Activation
- SCP USage
- SCP Active Device
- CSAT Score
- Operations KPIs for the respective region
- myR Pro & HD deployments
- Open recommendations
- XR Tickets - Bounced EMail
- SRA

**Requirements**:
Competencies (Skills essential to the role):

- Strong Communication Skills - Verbal And Written
- Organised, responsible and able to work independently
- Good team player with the ability to collaborate with cross functions
- Tech Savvy - able to operate apps
- Analytical and Presentation Skills
- Good with Report Preparation

Educational Qualification / Other Requirement:

- Minimum Science graduate (Post-graduation will have an added advantage)
- Good Command in English. Can speak in Hindi or any other regional language
- Proficient in using Computer for day to day work
- Must possess a valid driving licence for 2 wheeler
- Agile and flexible to perform on-site deployment
- Travelling PAN India is a basic requirement

**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 & Development
- Open & Transparent
- Performance Orientation