Base Manager - Kelambakkam

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 Base Manager/Branch Manager is responsible to generate new business opportunities and to ensure implementation of operations strategy & plan in order to set up a best in class, cost effective service delivery and achieve assigned P&L targets. Also has to maintain High level of engagement in cost management, people management and customer management. Additionally, he must deliver relentless execution of on time service with precision and at pace, and continuous process of optimising the resource. 

• 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:

SALES, OPERATIONS & CRM

• Planning and achieving segment-wise revenue (CBU/RBU/etc.) as per annual operating plan. Ensure the revenue target is achieved.
• Achieve revenue target of the base/branch with consistent performance on monthly basis
• Ensure profitable business performance and expansion of Rentokil PCI’s services in selected segments.
• Ensure corporate credit policy is implemented within stipulated timelines
• Convert the built-up database into business and look for expansion and development of new business
• Effective execution of systems and processes as per the guidelines to optimise the base/branch operations. This includes Operations, Finance and inventory systems, and speed apps
• Analyse competitor ’s activity and plan strategies to meet the challenges and report timely to the Reporting authorities
• Ensure on-time Service delivery every time with precision and at Pace
• Identify service GAPs and ensure non-recurrence of the same by implementing continuous monitoring, audit and improvement plans.
• Effective customer contact management and customer relations to achieve the target customer retention of both RBU and CBU.
• Increase productivity by effectively managing sales and service colleagues
• Monitor and control costs such as manpower, chemical/material consumption and ensure proper use of equipment.
• Ensure effective budgeting to yield good ROI at the base/branch
• Ensure all the services are delivered ON TIME as per the static visits & ensure minimum backlog services helping in ON TIME RENEWAL
• Ensure SCP devices should be active at all times & should be used for all service delivery 
• Regular monitoring the operations KPI with operations Team & Service Planners in order to achieve the branch operations KPIs
• Ensure materials are utilised as per the SRF and Cost sheet by Operations teams without any deviations
• Briefing the Operations team on the cost sheet along with details of material utilisation.
• Ensuring all the sales are delivered after being visible in iCABS for planning & execution via Service Companion. Timely punching of new sales in SRA so that sufficient lead time should be give to planners to execute the services. Service Scheduling is done in consultation with Service Planners. No commitment to customer on service scheduling
• Ensure complaints are attended on time as prescribed

Overall Administration

• To build awareness of SHE (Safety, Health & Environment)
• Ensure compliance to policies are effectively followed in the Branch/Base including- HR, Training, SHE, PN, ATEX
• Work closely with other functions and conduct regular base/branch meetings to review the performance of all team members. Maintain transparency with the subordinates while appraising them.
• Build capability of base/branch teams and manage sales & service colleague retention
• Ensure all statutory requirements are complied with on time
• Conveying company policies & relevant matters within Branch in clear terms on time.
• Ensure all supporting documents pertaining to appointments are sent by Branch.
• Ensure compliance to statutory requirements and company’s policies.
• Ensuring the branch/base is working in a congenial and harmonious working atmosphere, ensuring equal opportunity to work, earn incentive and perform
• Handling grievances of subordinates
• Monitoring & ensuring that employee training and evaluations are fulfilled as per job requirement.
• Recruitment of qualified employees & creating a pool for meeting branch needs.
• Work out growth plan for top performers in the branches / development of 2nd line for each position

Key Result Areas:

• • Base/Branch KPI’s
  • Faster Response – 2/24: 98/100, Root cause analysis and CVC
  • P&L – Base/Branch Target and Service Productivity
  • Achieving Gross sales, jobbing and product sales targets
  • Achieving Total Sales revenue
  • Customer retention
  • Customer Voice Counts
  • Your Voice counts progress

Competencies (Skills essential to the role):

• Deliver results : Need to deliver what’s required
• Act Commercially : Uses business thinking
• Manage Self : Manage own emotions
• Coach and Develop : Coach and Develop by giving practical support Work with Others : Work with Others being a team player
• Display leadership : Display leadership through communicating expectations & direction