ABOUT US:
Rentokil PCI brings to the Indian market the expertise of over 90 years of Rentokil, the world'slargest commercial pest control company with operations in more than 70 countries and PCI, the number one pest control company in India with presence in the local market for over 60 years.
Rentokil PCI aims to set new standards for customer service with operations across 300 plus locations in India. The company also focuses on developing industry-leading service operations through the sharing of best practices, new innovations and the use of digital technologies.
POSITION RESPONSIBILITIES / REQUIREMENTS:
Operations Executive is responsible to manage assigned Service area & team of minimum 15 technicians to achieve targeted SOS of his territory and Productivity with Quality & timely execution of service as per schedule. By maintaining the required skill of team up to date asper ‘Technical Training Structure of RPCI’.
The person will report to the Assistant Branch Manager/Branch Manager. The incumbent will have to work as part of a multi-functional team and this involves collaboration with the internal team and external stakeholders.
SHE (Safety, Health & Environment)
Be conversant with Safety on the job as utmost priority. Know company SHE rules & adhere to company SHE policy in totality. Implementation and monitoring of SRAs PPEs and SHE related reporting. Be a safety coordinator for his/her assigned service areas & be responsible for assigned technicians. Know use of First Aid Box (Renew), Fire Extinguisher (Renew), PPE
Register, maintain & issue
GENERAL DUTIES & RESPONSIBILITIES
• OE shall be owner of his / her service area in terms of all operations related actions andshall Execute daily service operations with a team of assigned Technicians within a given service areas
• Ensure quality of service delivery by effective supervision on technicians - on the job as per company SOPs
• Ensure technicians carry out treatment within a given Time on Site (ToS) in a competent manner. (OE to engage technician via route riding, training on the job).
• Plan & execute 02 TPAs (Technicians Performance Assessment) per assigned technician with 2 development programs per year. Coach & train assigned technicians in order to improve the service quality
• Convey special instructions, if any, to technicians to execute the job as per Service Docket (liaison with Sales colleagues)
• Carry out pest management Audits of customer sites as per agreed schedule by i or R auditor.
• Complete & close customer audit non-conformities (external / internal). Follow up & implement CAPA at customer site
• On Site Documentation: Implementation of SOP, Compliance and closure of audits non- conformities (Internal / External). Send service dockets of completed services to NKA for invoicing on time.
• Handle assigned customer complaints in his / her service areas, within 24 hours & resolve complaint at earliest, as per the customer's convenience and update the Root Cause in iCABS to ensure proper ticket closure
• Identify & resolve Service delivery issues in coordination with the Branch Manager
• Conduct daily 10 min stand up meeting & monthly operations meeting
• Be conversant with STP (Service Track Pest) and monitor, analyses visit extraction notes for all high infestation related service visits on daily basis & take action.
• Digital Initiative: Be conversant with all in house systems.
• Maintain Material consumption, Overtime Hrs. schedule at an agreed targeted level for the assigned service area and for technician
• Approval of conveyance amount for assigned technicians
• 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
• Innovation: conduct trials and report findings as per the guidelines, implement new service lines as per the SOPs.
• 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 main KPI with all scheduled services completed efficiently and effectively.
• Inventory: Help ABM/BM to manage Inventory – coordinate with other Ops colleagues to manage Stock Levels of branches & forecasting, Indenting & receipt of material for branch (as an assigned function within branch by BM).
• Promote highest grooming standards (uniform, Safety shoes, PPEs)
• Encourage technicians to plan their leaves in advance to curb absenteeism
• Help Resolve any Grievances & IR issues of Technicians & bring to the notice of ABM/BM on day today basis
• Report 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
CUSTOMER RELATIONSHIP MANAGEMENT
• Carry out SQA (Service Quality Audit), SQS (Service Quality Survey), periodic audits & manager external audits on customer visits
• Visit customers (along with technicians/standalone) as assigned in allocated service area.
• CVC (Customer Voice Count) reports - Addressing issues highlighted by customers, seek help from BM to do this
KEY DELIVERABLES
• Responsible to achieve targeted SOS, technician’s productivity, ToS, material consumption, complaint management, TPA/SQA, customer visits, Absenteeism & OT, Service leads- submissions & conversions, Technician & Customer retention
• Hands on Training of technicians and Supervisors on the job & utilize U+ for such activities
• Arrange & support ABM/BMs, DMs for Pest Awareness Programs at Customers (and conduct PAP (Pest Awareness Program) for shop floor staffs only)
• Ensure safety in operations and at site.
CORE COMPETENCIES
• Good interpersonal skills
• Organizing skills
• Good Analytical & Problem-solving skills
• Ability to communicate effectively internally and externally
• Technical knowledge of Pests, Service Processes, Pesticides & Equipment’s
• Knowledge of various food safety standards
• Fluency in verbal and written English with local language is essential
EDUCATIONAL / OTHER REQUIREMENTS
• Minimum B. Sc. (Chemistry / Zoology / Agriculture). Any prior 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)
• Should get well versed with various internal company systems such as iCABS, STP,
Requirements
Do you have what it takes? If you want to be considered for this role you will need:
Benefits
Are you interested? Here's what you can expect when you join us
Attractive Base Salary
Group Mediclaim Insurance Policy
Travel Reimbursement
Equal Opportunities
Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential.
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