Manager Operation

Job Description Department  Operations Support   Job Title  Cluster Head   Reports To (Title)  Zonal Head   Employees reporting to this position: Functional (Solid Line)  Administrative (Dotted Line) Number: 2-7 Roles: Rosterer, Collections Executive, Operations Manager Number: 3 Roles: HR, Finance, Store   Job Summary  To provide overall leadership for the cluster and ensure effective service delivery by managing: Profitability of cluster operations and assuming P&L responsibility  Delivery of high quality service to customers and ensuring effective operations Health & safety and leadership for all branch functions  Job Responsibilities and Accountabilities  Area of Responsibility % time spentPerformance Metrics  Operations Management  Formulate & implement cluster strategy linked with Hub strategy  Directly accountable for planning and organizing branch operations  Ensure proper start-up of new assignments  Manage guard sourcing in terms of scouting, referrals and walk-ins  Ensure proper deployment, rostering & attendance of guards Ensure proper supervision, patrolling & review in terms of day & night checks  Conduct security audits of large assignments periodically Forecast, procure and distribute uniforms and office equipment under clearance from the respective Hub Heads Maintain consistent, complaint free, high quality service levels Support and facilitate implementation of corporate projects 25%  No. of Quality incidents  Quality audit reports  Client satisfaction score   1 | Page Job Description Business Performance Goal ( Revenue , Collections , Margin Improvement )  Revenue Growth  To grow higher than the industry growth by having Get & Grow and achieve the revenue goals.  Collections  Develop the strategy and plan to ensure achievement of Price Increase, Collection and Bad Debts.  Gap analysis in invoicing and collections.  Price Increase  Timely communication with customer and related stakeholders.  Agreement to pay timely billing with customer  Variance analysis of actual vs budget.  Timely termination of customer in case of non agreement or delay in decision of price increase.  Bad Debt  Understanding the bad debt reasons and devising the strategy in recovering the same.  Do the analysis and take the necessary course of action. Focus on collections and reduce the Gaps  .  Margin Improvement  Understand the contract.  Knowing the gaps in contract and closing the gaps with customers.  Knowing the payout to employees and authorities. Reconciliation - correction for gaps between billed & paid. Asking customers to increase the management fee on various value addition and solving customer problems. 25%  Meeting Budget targets Revenue growth %  Profitability % Collection%  Price Increase % Client Relationship Management  Strive to understand customer’s needs and deliver the rightcustomized solutions  Build effective customer relationships, ensure customer satisfaction and promote company’s image  Conduct all surveys and client requested security audits Ensure satisfaction and retention of existing clients Regular meeting with clients for performance feedback Reviewing client feedback and developing solutions to improve service delivery quality and create customer delight Responding to client queries and concerns promptly 20%  Client Retention %  Customer Termination – value & number   2 | Page Job Description Leadership & IR  With support from Branch HR Team:  Prepare manpower budget as per business requirements Recruit adequate number of quality direct manpower in accordance with business requirements  Ensure all new recruits in direct and indirect category attend basic course and no one is deployed without successful completion of basic course  Ensure timely completion of joining formalities for new recruits, and their timely deployment  Ensure development of Direct staff through refresher and other relevant training programmes  Ensure maintenance of attendance, leave, overtime records etc.  Ensure correct wages computation of direct staff  Ensure timely payment of wages and other dues Ensure disciplinary action is taken wherever required Ensure speedy redressal of grievances through regular  interaction, counselling and appropriate administrative measures  Ensure implementation of HR & Training policies  Health & Safety  With support from Health & Safety:  Ensure observance to highest standards of G4S Health & Safety norms in all areas of work  Promote awareness within the team on safe working procedures  Contribute to development of safe work procedures 20% 10%  Attrition %  Induction completion %  Training hours for guards  No of Health & Safety Incidents  Health & Safety Compliance %   Key Relationships Internal  Hub Head  Branch Finance and HR teams KeyCore sales team  Health & Safety team External  Clients  External Partners – vendors, unions   Key Competencies Required  Core Competencies  Results Orientation  Set Stretch Targets  Planning & Organizing  Performance Monitoring  Resilience  Customer Focus  Listen & Respond Functional competencies Strategic Orientation  Business Acumen  Financial Orientation  Long Term Focus   3 | Page Job Description Ownership  Engaging and Developing People  Training  Engaging Team  Leading with Integrity  Respect & Integrity  Fostering Collaboration     Qualification and Experience Required Qualification Minimum: Graduation Diploma (if very relevant industry experience) Desired: MBA Master’s degree or equivalent   Relevant Experience  Minimum 8-10 years of overall experience  Minimum 2-3 years of experience in a service industry with large distributed operations (e.g. retail, insurance, logistics)  Experience of independently managing a P&L  Ability to make sound, clear and relevant decisions  Ability to resolve disputes disagreements  Ability to carry people along, create team spirit and gain their commitment  Ability to successfully manage widespread field operations  Ability to work with labour unions  4 | Page