Operations Manager - Ghaziabad

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 Operations Manager shall be responsible for the entire Operations of the Branch and will manage all the operations colleagues directly (Technicians, Service Planners, OE, AOM). The JD lists down duties and responsibilities of Operations Manager to be positioned in Large Branches. The incumbent will report to the Branch Manager and will have to work as part of a multi-functional team and this involves collaboration with the internal team and external stakeholders.

Job Responsibilities:

1. Core Operations

• Ensure only qualified (trained & certified) and competent manpower (Technicians, OE, planner) are assigned jobs & deployed at site.
• Coach & train OEs & AOM in order to improve their Technical & operational capability.
• Ensure service SOP compliance and quality of service delivery by effective supervision of Team - on the job as per company SOPs
• Ensure compliance with the contractual obligations of NKA clients are Conduct Pest Audit of NKA and close customer audit non-conformities
• Ensure the Operations Team completes Pest audit as per iCABs/contract agreement using r Auditor, and closes customer audit non-conformities (external / internal)
• Conduct daily & weekly review meeting of OEs/AOM and monthly operations meeting with Technicians
• Approval of conveyance amount for all the AOMs
• Ensure customer complaints are attended within 24 hours & resolved with reduction in escalation.
• In case any of the Operations colleagues are on leave or position is vacant, should ensure entries are made in iCABS to achieve operations KPI of Branch.   

1. Advance Operations

• Succession planning: Ensure availability of qualified Technician, OEs, SP, AOM as per branch business plan to meet new sales as per sales forecast.
• Ensure SHE golden rule, PN, SRA and ATEX compliance in the Branch.
• Monitor and maintain material consumption, Overtime Hrs. as per Branch's AOP target
• OM to monitor and ensure daily chemical consumption are updated in NAV by respective team members and before month closing confirm Physical stock and NAV stock are matching.
• Maintaining Optimum Stock Level and Ensuring Indents are raised after checking requirement and stock.
• Track, Monitor and ensure input costs at all major sites as per gross margin agreed & implement action plans to bring it within limits in Branch 
• Actively drive Service & Product Leads and ensure Branch's AOP targets are met
• Surprise visits to KA and NKA to ensure compliance with the contractual agreement and support Technicians and OEs
• Analyse service complaints, prepare action plan, guide OEs/AOMs to ensure AOP targets are met
• Inventory: analyse material consumption and optimise consumption- prepare action plan, guide OEs/AOMs to ensure AOP targets are met
• Ensure strict implementation of Service SOPs, SHE golden rules, SRA, PN and use of Approved Preparations List products.
• Identify & resolve Service delivery issues in coordination with the Branch Manager
• Provide technical and operational support to OEs and AOM
• Ensure termination notifications are attended effattended to effectivelyctively and promptly.
• Analyse and take appropriate actions in case of any deviation that could impact service quality or productivity of technicians like- over commitments, recommendation regarding night service (if it is not needed), covered area mismatch, etc
• Monitor and drive SOS, service productivity and efficiency
• Monitor and ensure 100% PMI audits are completed as contract agreement.
• Monitor Branch's SCP usages and Active devices. Ensure that the usage is always about 95% & active device count is always 100%.
• Analyses visit extraction notes for all high infestation related service visits on daily basis & take action
• Ensure that the services of NKA are delivered through the certified technicians & with SCP only. This is MANDATORY
• Ensure Branch CVC scores as per target and increase in promoters numbers based on resolution of grievances of detractors/passive
• Visit customers (along with OEs, AOM) and help resolve issues highlighted by customers/OE/AOM.
• Ensure the team adheres to the safety guidelines and conducts SRAs as per the set process
• Coach and motivate Technician by route riding through OE/OM for quality service Lead generation. Also guide how to conduct techno commercial audit by analysing the suitable need at the customer's site.

Key Result Areas:

• ToS improvement- 60-75% (as per branch AoP target)
• Manpower Management: 100% availability of qualified Technician, planner, OEs and AOM as per business plan
• Delivered MTD SOS >95% and Technicians productivity - R/FTE, Visit/FTE as per branch AOP targets
• Complaint management: Ensure reduction in Call Outs and increase CVC score as per AOP targets
• Manage material consumption with improved Branch monitoring and Optimism the material consumption by implementing innovation as per branch AOP targets.
• 100% TPA and Development plan based Technicians grading
• Ensure 100% usage of SCP devices & all devices are active throughout the year in respective branch
• Deliver budgeted Service Leads and encourage & motivate technicians to submit the Service Leads as per AOP target
• Retain & grow existing customers to improve Customer Retention as per AOP target
• 100% PMI target as per iCABs are achieved of the branch as per contract agreements
• myR Usage for customer reviews, trend analysis & going paperless
• Self learning and development- Above 90% score in online assessment.
• Deliver agreed SHE Plan- LTAR Target | WDLR Target

Role Type / Key working relationships:

• People Manager
• External team- Customers and Customer representative
• Internal team- ABM/BM, Operations & Sales Colleagues, Planners