Operations Executive - Mumbai

About the Role:

OE / Sr. OE shall be the owner of his / her assigned service areas within the Branch in terms of operations-related actions as given in job responsibilities and shall be responsible for providing qualified Technicians for the execution of services. Responsible for Resi, SA, and SMEs.

Job Responsibilities:

Core Operations

• Ensure the availability of qualified (trained & certified) Technicians at all times as per Technical Training Guidelines.
• Coach and train assigned technicians in order to improve the service quality and customer retention of the assigned service area, as per Technical Training Guidelines & service SOPs.
• Ensure availability of recommended preparation, materials, and service tools in working condition to Technicians as per service SOPs.
• Conduct daily 10-minute stand up meetings, and explain safety and special instructions to assigned technicians to execute the job as per instructions received from Sales Team/Service Docket.
• Ensure SCP devices are effectively used by technicians, troubleshoot of SCP issues and provide refresher training to technicians on the updates as & when required.
• Ensure all On-Site service documentation in 'Partner Kit' are up to date as per contractual requirements and as per myRentokil (for myR customer)
• Ensure implementation and Compliance of service SOP, SHE golden rules, ATEX, and PINK NOTE by self and the assigned technicians.
• Minimum 15 customer visits per week that include- Surprise visits, Rout rides, TPA, Customer complaints, Pest Audits, etc.- Resi & SA (including QSRs)
• Ensure APL (Approved Preparations List) listed preparations, products, and materials are used in line with service SOPs
• Ensure material stores are maintained appropriately as per good storage practice and disposal of empty containers, used TG/Control board, pesticides wrappers, and damaged materials are disposed in line with SOP
• Ensure proper schedule of maintenance & repairs of equipment is established & is followed periodically
• In case any of the Operations colleagues are on leave or the position is vacant, should ensure entries are made in iCABS to achieve the operations KPI of the Branch.
• Ensure technicians carry out treatment within a given Standard Treatment Time (STT) in a competent manner and effectively follow the route plan and timings defined by the Service Planner.
• Approval of conveyance amount for assigned technicians
• Promote the highest grooming standards (uniform, Safety shoes, PPEs)

Advance Operations

• Conduct PMI 'Pest Audit' as per icabs- QSRs & Small branch accounts
• Plan & execute 01 TPAs (Technicians Performance Assessment) per assigned technician with 1 development program per year.
• Identify & resolve Service delivery issues in coordination with the Branch Manager
• Ensure customer complaints are resolved as per complaint management SOP and update the Root Cause in iCABS to ensure proper ticket closure in time.
• Analyse customer complaints- CO- service-wise and improve the skills of identified Technicians to reduce CO & ensure closure by monitoring open tickets on a weekly basis
• Compliance and closure of audits non-conformities w.r.t. service operations (Internal / External)
• Track and optimize material consumption as per SRF, Cost sheet and SOW and report deviations to the line manager
• Track and monitor materials consumption to ensure branch material consumption within the target.
• Maintaining Optimum Stock Level and Ensuring Indents are raised after checking requirement and stock.
• Monitor and drive service productivity and efficiency.
• Carry out Pest Management Inspection- Pest Audits of assigned customers as per iCAB using rAuditor

Key Result Areas:

• 100% completion of PMI 'Pest Audit' as per icabs- QSRs & Small branch accounts
• Material consumption target to be met 100% as per Branch AoP target
• TPA and Development plan completion as per target- 100%
• Ensure 'Call Out' complaint per technicians are less than 3 per month, and analyse and re-train Technicians with more than 3 complaints per month.
• 100% Trained and qualified Technicians as per Technical Training Guideline (L-1 TAT 30 days; L-2 within 9-months of Joining)
• Self learning and development- Above 90% score in online assessment.

Educational Qualification / Other Requirement:

• 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, iAuditor, SRA, SQA, SQS, TPA, myRentokilPCI, Service Leads App, U+ etc