Operations Executive - Andheri East
- Mumbai, Maharashtra
- Permanent
- Full-time
Job Responsibilities:A. Core Operations● Ensure availability of qualified (trained & certified) Technicians at all time 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 min stand up meeting, and explain safety and special instruction to assigned technicians to execute the job as per instructions received from Sales Team/Service Docket.● Ensure SCP devices are effectively used by technicians, troubleshooting of SCP issues and providing 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 includes- Surprise visits, Rout ride, 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 position is vacant, should ensure entries are made in iCABS to achieve operations KPI of 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 Service Planner.● Approval of conveyance amount for assigned technicians● Promote highest grooming standards (uniform, Safety shoes, PPEs)B. 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 programs 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 skills of identified Technicians to reduce CO & ensure closure by monitoring open tickets on 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 line manager● Ensure adequate stocks of materials as pending & new jobs in line with APL and SOPs are available in branch, and near expiry materials are used first.● 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● Ensure Service leads are submitted by all technicians as per the target● Monitor & report to Line Manager on input costs at all major sites as per gross margin agreed & discuss action plans to bring it within limits.● Actively drive Service & Product Leads for assigned technician group within service area by on the job coaching to create density of customers.● Encourage technicians to plan their leaves in advance to curb absenteeism● Help Resolve any Grievances & IR issues of Technicians & bring to the notice of the Line Manager on day to day basis● Report any deviation that could impact service quality or productivity of technicians like over commitments, recommendation regarding night service, additional visits, covered area mismatch, etc.● Self Development- Be updated with latest innovations, Service SOPs, SHE and PN updatesRequirements: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. Last Revision: October 2022● 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.RequirementsCompetencies (Skills essential to the role):● Good interpersonal skills● Good Analytical & Problem-solving skills● Ability to communicate effectively● Should be proactive in planning & organizing● Technical knowledge of Pests, Service Processes, Chemicals & EquipmentsEducational 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, my RentokilPCI, Service Leads App, U+ etc.Benefits:What can you expect from RPCI?➔ Our values lie at the core of our mission and vision. We believe that it's our people who make our company what it is. We believe in:● Safety● Integrity● Innovation● Learning & Development● Open & Transparent● Performance Orientation● Attractive IncentivesDEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.