Assistant Manager - Service Productivity North India Region

About Rentokil PCI

Rentokil 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: https://www.rentokil-pestcontrolindia.com

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