Operations Manager | South Delhi | (Bsc Chem/Agri/Bio/Zoo) Job Vacancy in Rentokil Initial Delhi, Delhi – Updated today

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Company Name : Rentokil Initial
Location : Delhi, Delhi
Position :

Job Description : Rentokil Initial:
Rentokil Initial is an international business services company employing over 35,000 colleagues across 70 countries. We strive to protect people and enhance lives, for example by controlling pests, improving hygiene and improving interior spaces with plants and scenting. We are experts in the fields we operate in, investing in training, science, innovation and technology. Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues. We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world. Find out more on careers.rentokil-initial.com
Our family of businesses:
Rentokil Pest Control is the world’s leading commercial pest control company, operating in 70 countries and ranked in the top 3 in 65 of those countries. Ranking in the top 3 in 38 of the 44 countries we operate in, Initial Hygiene is the market leader who provides quality, diligent and friendly services to all customers. In France, Initial Workwear specialises in the supply and laundering of workwear, garments and protective uniforms and equipment; focussing on top quality products and services. Our plant business; Ambius is seen as the expert in interior and exterior “landscaping”; operating across the US, Europe, Asia & Pacific. Steritech Brand Protection by Rentokil Initial is an industry leader and pioneer, providing innovative solutions that help customers to mitigate risks and drive business growth. We also have specialist businesses such as Medical Services, Specialist Hygiene and Property Care, which lead their respective fields. Across all of our operations globally, we have a positive reputation amongst our customers for our knowledge and integrity. We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in country. Working within our functions departments, you would be supporting all of our businesses within India.
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 with operations across 250 locations in India. The JV brand also focuses on developing industry-leading service operations through the sharing of best practices, new innovations and the use of digital technologies.
GENERAL DUTIES & RESPONSIBILITIES
SERVICE DELIVERYOM shall be owner of all operations related actions and shall ensure the smooth execution of
daily service operations within a Branch.Ensure quality of service delivery by effective supervision of Team – on the job as per company
SOPs.Ensure Branch carries out treatment within a given Time on Site (ToS) in a competent manner.
(OM to engage with a Team via route riding, training on the job).Plan & ensure 02 TPAs (Technicians Performance Assessment) per technician with 2
development programs per year. Coach & train assigned team members in order to improve
the service qualityConvey special instructions, if any, to team members to execute the job as per Service Docket
(liaison with Sales colleagues)Ensure the pest management Audits of customer sites are completed as per agreed schedule
by i or R auditor.Ensure the Operations Team completes & closes customer audit non-conformities (external /
internal). Follow up & implement CAPA at customer siteDrive the Site Documentation through team: Implementation of SOP, Compliance and closure
of audits non-conformities (Internal / External). Send service dockets of completed services to
NKA for invoicing on time.Ensure customer complaints are attended within 24 hours & resolved at earliest by the
Operations team, as per the customer’s convenience. The Root Cause is updated in iCABS to
ensure proper ticket closure.Identify & resolve Service delivery issues in coordination with the Branch ManagerConduct daily 10 min stand up meeting & monthly operations meetingEnsure Team is conversant with STP (Service Track Pest) and monitor, analyse visit extraction
notes for all high infestation related service visits on daily basis & take action.Be conversant with all in house systems.
Monitor and maintain Material consumption, Overtime Hrs. schedule at an agreed targeted level
for the Branch.Approval of conveyance amount for all the team membersMonitor & report to ABM/BM on input costs at all major sites as per gross margin agreed &
discuss action plans to bring it within limitsActively drive Service & Product Leads by implementing STA (See, Tell, Ask) and T.I.M.E.
(Train, Incentivise, Monitor, Engage) on the job coaching to create density of customers.
Innovation:conduct trials and report findings as per the guidelines, implement new service lines as per the
SOPs.Ensure OEs complete a minimum 18 customer visits per week for Resi & SA (Residential &
Small Accounts segment heavy branch), includes, Customer complaints. For Specific Site based
OEs – Number shall not be applicable but Retention of customer/s at site would be the main KPI
with all scheduled services completed efficiently and effectively.
Inventory:Help ABM/BM to manage Inventory – Manage Stock Levels of branches by accurate forecasting,
Indenting & receipt of material.Ensure the team follows the guidelines related to APL (Approved Preparations List) & labelling
of all chemical containers.Ensure proper schedule of maintenance & repairs of equipment is established & followed.Promote highest grooming standards (uniform, Safety shoes, PPEs)Encourage team to plan their leaves in advance to curb absenteeismHelp Resolve any Grievances & IR issues that Team face & bring to the notice of ABM/BM on a
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
SERVICE PLANNINGEnsure 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.Ensure planners liaise with the Sales team to best accommodate urgent service visit
appointments and communicate changes to affected customers on a timely basis.Ensure service documentation and all customer/technician’s feedback are followed up with
actionsEnsure planners update all service data from dockets, log cards, service orders and other
sources accurately into business systems in a timely manner. Support business transition from
paper-based to system and digital-based planning.Ensure there is a service compliance, Planning related concerns are addressedMonitor and drive service productivity and efficiency.Ensure correct service areas are distributed across the business based on annual revenue from
areas, time on site, travel time & routine requirements.
CUSTOMER RELATIONSHIP MANAGEMENT
Ensure the team carry out SQA (Service Quality Audit), SQS (Service Quality Survey), periodic
audits & manager external audits on customer visitsVisit customers (along with OEs), Help OEs address issues highlighted by customers and
generate CVC (Customer Voice Count) reports whenever required
Requirements
Core Competency
Acting Commercially – Commercially viable decision making, retaining customers, Cost
efficiencyDelivering Results – Achieving SalesTargets, Adherence to timelinesManaging Self – Organized, Composed and emphasizes on continuous self
development
EDUCATIONAL / OTHER REQUIREMENTS
Rentokil PCI April’ 2018
Position Description WL Page 4 ofMinimum B. Sc. (Chemistry / Zoology / Agriculture).3-4 yrs of experience in operations of pest management or service industry is
desirable.Proficient in use of computer applications & systems with Excel, Word, PowerPoint (or
its equivalent)Working with Others – Open, approachable and supportive to team members and
colleaguesDisplaying Leadership – Develop team, training, coaching and mentoringFunctional – Technically sound, Good understanding of Business Processes & Systems
(SHE, Food Safety, iCABS, STP, iAuditor, SRA, SQA, SQS, TPA, myRentokilPCI, Service
Leads App, U+ etc)
Benefits
Are you interested? Here’s what you can expect when you join us…
Annual Performance Based Bonus
Group Mediclaim Insurance Policy
Travel Reimbursement

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