Assistant Manager

4 weeks ago

New Delhi, India Rentokil Initial Full time

About the Role

:The incumbent will report to the VP / AVP - Operations Capability. The incumbent will have to work as part of the team and this involves collaboration with the internal and external stakeholders.

Job Responsibilities:

Ensuring 100% process compliance in relation to iCABS data management, service planning & delivery 100% compliance on iCABs SOPs such as NO ICABs ENTRY : NO SERVICE DELIVERY To ensure that the branches are delivering all the NKA services on priority as per the contractual obligations to avoid the penalties & services must be delivered by SCP ONLY To ensure that the SDM portal is uploaded timely by the branches  Ensuring 100% QSRT technicians compliance for NKA customers. All the QSRT services must be delivered through QSRT certified technicians ONLY Ensure On time Service Delivery 100% service planning in iCABS & delivered with SCP Improve the optimum utilisation of resources (technicians) so as to ensure that the branches achieve productivity targets Drive Route technicians productivity by smart service planning implementation to enhance number of visits & increased time on site resulting in improved service productivity  Drive job productivity improvement through periodically monitoring the jobbing services especially BPS, TSPO, TSPR etc Drive Site technicians productivity by working closely with the internal team working on the site PDY & also ensuring that the SPs are making daily visit entries religiously On time completion of Jobs so as to make them available for additional services Drive consistent improvement in SOS ensuring minimum backlog in Residential SOS  SOS Aged Profile should be in single digit from 1 to 3 & Zero from 4 to 10  Conducting induction training for the new joinees on time & also the periodical refreshers on quarterly basis Troubleshooting & closing the assigned tickets Conducting regular reviews of the SPs of the allocated branches Create simple & smart training materials (presentation, videos etc) Helping branches/HR in conducting interviews or assessment of the new candidats or IJP for service planners Monitor & review all the operations KPI periodically so as to ensure 100% is achieved Ensure information ticket & lapse letter implementation To drive the assigned projects effectively & efficiently, in given stipulated time frame Ensuring OTOZ, ATC, Service area maintenance is done periodically on quarterly basis Annual year end cleanup activity to be initiated every year in October Ensuring timely data housekeeping to monitor : Correction of email IDs,Service Types (NS,FS,FT etc), ATC, XR Tickets, Service verification etc. Minimise the non productive visits to ensure that the technicians are available for new or renewal services Ensure improvement in customer retention by ensuring the all the customers are provided timely services Ensure creation of C7 for all issues & complaints related to sales or services. Strict adherence to the call out ticket & visit process Monitor XR tickets closely to ensure that they are kept under control  Continuous Self Improvement : Upgrade & update continuously on the following : Current trends in the industry Technological advancements: Company softwares Soft skills SHE Integrate SHE initiatives into all training sessions SRA compliance  Deliver agreed SHE Plan with LTAR and WDLR Target 

Key Result Areas: Improvement in

SOS: YTD Contracts & Jobs  Productivity R/FTE: Route, Jobbing & Site ToS  Visit/FTE (Route)  Reduction in non productive visits  Customer retention (CRR) XR Tickets  SDM Portal  SCP active % & Usage % CSAT score SRA  CVC 

Competencies (Skills essential to the role):

Good analytical & data management skills Time Management Problem Solving Adaptability Process Improvement Customer Focus Project management: Planning & execution Process building, implementation & enhancement

Requirements

Educational Qualification / Other Requirement:

Preferably an IT Graduate or graduate in any discipline with proficiency in computer applications (Google Suite etc) & data analysis Certification in data analysis would be preferred Experience in data analysis would be an added advantage Thorough understanding of iCABS processes Willingness to travel Proficiency in English & Hindi language Open to work anywhere from North India.

Role Type / Key working relationships:

Individual Contributor Internal team External stakeholders

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

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

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