Field Assistant Operations Manager - Mumbai (Thane)

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:

• Assistant Operations Manager shall be responsible for the entire branch Operations and will manage all the operations colleagues directly (Including Service Planners). Along with a team, AOM will also handle LA and KA customers personally.

Job Responsibilities:

A. Core Operations

• Ensure only qualified (trained & certified) and competent manpower (Technicians & OE) are deployed as per Technical Training Guidelines.
• Coach & train OEs in order to improve their Technical & operational capability.
• Ensure complete and appropriate tools and materials are available in branch, base & site in adequate quantity and in working condition.
• Ensure quality of service delivery by effective supervision of Team - on the job as per company SOPs
• Ensure Planner are planning jobs effectively and provided sufficient time to deliver quality of services
• Ensure all pest audits as per iCABs are conduct as per contract agreement by OEs and conduct Pest Audit of LA and KA branch customer and close customer audit non-conformities
• Ensure the Operations Team completes Pest audit and closes customer audit non-conformities (external / internal)
• Drive and ensure the Site documentation compliance in 'Partner Kit' through team, implementation of SOP compliance and send service dockets of completed services to NKA for invoicing on time
• 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.   
• Ensure customer complaints are attended within 24 as per complaint management process. The Root Cause is updated in iCABS to ensure proper ticket closure.
• Identify & resolve Service delivery issues in coordination with the Branch Manager
• Ensure SPs plan and schedule all services (including new, renewals, contracts, jobbing, call outs, etc.) on a daily, weekly and monthly basis. Also, termination notifications are attended effectively and promptly. Pending services backlog should be negligible
• Ensure planners update all service data from dockets, log cards, service orders and other sources accurately into business systems in a timely manner, including- Rout ride, TPA, Customer complaints, Pest Audits, etc.
• Approval of conveyance amount for all the OEs

B. Advance Operations

• Succession planning: Ensure availability of qualified Technician and OEs as per branch business plan to meet new sales as per sales forecast.
• Monitor and maintain material consumption, Overtime Hrs. at an agreed targeted level for the Branch
• Monitor & report to ABM/BM on input costs at all major sites as per gross margin agreed & discuss action plans to bring it within limits
• Surprise visits to LA and KA to ensure compliance with the contractual agreement and support Technicians and OEs
• Actively drive Service & Product Leads by implementing STA (See, Tell, Ask) and T.I.M.E. (Train, Incentivise, Monitor, Engage)
• Analyse service complaints and ensure Technicians with more than 3 complaints per month are adequately skilled to reduce complaints
• Inventory: Manage Stock Levels of branches by accurate forecasting, Indenting & receipt of material.
• Maintaining Optimum Stock Level and Ensuring Indents are raised after checking requirement and stock.
• Ensure strict implementation of Service SOPs, SHE golden rules, SRA, PN and use of Approved Preparations List products.
• Encourage team to plan their leaves in advance to curb absenteeism
• Ensure Team is conversant with SCP and monitors, analyses visit extraction notes for all high infestation related service visits on daily basis & take action
• Provide technical and operational support to OEs and Technicians
• Help Resolve any Grievances & IR issues that Team face & bring to the notice of ABM/BM on day today basis.
• Analyse and take appropriate actions in case of any deviation that could impact service quality or productivity of technicians like- overcommitments, recommendation regarding night service (if it is not needed), covered area mismatch, etc
• Monitor and drive service productivity and efficiency. Carry out Pest Management Inspection- Pest Audits of assigned customers as per iCAB using rAuditor
• Ensure that the services of NKA are delivered through the certified technicians & with SCP only. This is MANDATORY
• Ensure correct service areas are distributed across the business based on annual revenue from areas, time on site, travel time & routine requirements.
• 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), Help OEs address issues highlighted by customers and generate CVC (Customer Voice Count) reports whenever required
• Make sure the Operations team completes all the required reports and update required apps/systems
• Ensure adequate availability of manpower as responsible while approving leaves, Operations related sign offs and Service colleague retention
• Ensure the team adheres to the safety guidelines and conducts SRAs as per the set process

Key Result Areas:

• Manpower Management: 100% availability of qualified Technician and OEs as per branch business plan
• Deliver MTD SOS >95% and Technicians productivity - R/FTE, TOS, Visit/FTE as per branch AOP targets
• Complaint management: Ensure reduction in Call Outs and increase CVC score as per AOP targets
• Manage branch stocks to budgeted level with improved Branch monitoring and Optimise 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
• Delivered budgeted Service Leads and encourage & motivate technicians to submit the Service Leads
• 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.