Manager Operation
ConfidentialIndia4 days ago
Job descriptionFormulate & 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 No. of Quality incidents Quality audit Client To grow higher than the industry growth by having Get & Grow and achieve the revenue goals. Develop the strategy and plan to ensure achievement of Price Increase, Collection and Bad Debts. Gap analysis in invoicing and collections. 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. 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 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. Meeting Revenue Profitability % Collection% Price Increase % Strive to understand customer's needs and deliver the right / customized 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 Responding to client queries and concerns promptly Client Customer 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 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 Attrition % Induction Training hours for guards No of Health & Safety Health & Hub Head Branch Finance and HR teams Key / Core sales team Health & Safety team Clients External Partners – vendors, unions Set Stretch Targets Planning & Organizing Performance Monitoring Resilience Listen & Respond Business Acumen Financial Orientation Long Term Focus Ownership Training Engaging Team Respect & Integrity Fostering Collaboration 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
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 spent Performance Metrics
Operations Management
25%
reports
satisfaction
score
1 | Page
Job Description
Business Performance Goal ( Revenue , Collections , Margin Improvement )
Revenue Growth
Collections
Price Increase
Bad Debt
Margin Improvement
25%
Budget targets
growth %
Client Relationship Management
improve service delivery quality and create customer delight
20%
Retention %
Termination –
value &
number
2 | Page
Job Description
Leadership & IR
With Support From Branch HR Team :
interaction, counselling and appropriate administrative measures
Ensure implementation of HR & Training policies
Health & Safety
With Support From Health & Safety :
20%
10%
completion %
Incidents
Safety
Compliance %
Key Relationships
Internal
External
Key Competencies Required
Core Competencies
Results Orientation
Customer Focus
Functional competencies
Strategic Orientation
3 | Page
Job Description
Engaging and Developing People
Leading with Integrity
Qualification And Experience Required
Qualification
Minimum : Graduation / Diploma (if very relevant industry experience)
Desired : MBA / Master's degree or equivalent
Relevant Experience
4 | Page
Skills Required
Operations Management, Business Acumen, Health Safety, Client Relationship Management
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Operation Manager • India
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