Operations Executive - Thane/ Airoli / Bhandup

Overview

Owner of assigned service areas within the Branch for operations, responsible for providing qualified technicians for execution of services across Resi, SA and SMEs.

What you'll do

• Ensure availability of qualified (trained and certified) technicians at all times as per Technical Training Guidelines.
• Coach and train assigned technicians to improve service quality and customer retention, as per Technical Training Guidelines and service SOPs.
• Ensure availability of recommended preparation, materials and service tools in working condition to technicians as per service SOPs.
• Conduct a daily 10-minute stand-up meeting to explain safety and special instructions to assigned technicians.
• Ensure SCP devices are effectively used by technicians, troubleshoot SCP issues and provide refresher training on updates.
• Ensure all on-site service documentation in 'Partner Kit' is up to date as per contractual requirements and myRentokil (for myR customers).
• Ensure implementation and compliance of service SOP, SHE golden rules, ATEX and PINK NOTE by self and assigned technicians.
• Conduct minimum 15 customer visits per week, including surprise visits, route rides, TPA, customer complaints and pest audits, for Resi and SA (including QSRs).
• Ensure APL-listed preparations, products and materials are used in line with service SOPs.
• Maintain material stores as per good storage practice and dispose of empty containers, used TG/control boards, pesticide wrappers and damaged materials per SOP.
• Ensure a schedule of equipment maintenance and repairs is established and followed periodically.
• When colleagues are on leave or a position is vacant, ensure entries are made in iCABS to achieve branch operations KPIs.
• Ensure technicians complete treatment within Standard Treatment Time (STT) competently and follow the route plan and timings defined by the Service Planner.
• Approve conveyance amounts for assigned technicians.
• Promote highest grooming standards (uniform, safety shoes, PPEs).
• Conduct PMI 'Pest Audit' as per iCABS for QSRs and small branch accounts.
• Plan and execute 1 TPA (Technicians Performance Assessment) per assigned technician with 1 development programme per year.
• Identify and resolve service delivery issues in coordination with the Branch Manager.
• Ensure customer complaints are resolved per complaint management SOP and update root cause in iCABS for timely ticket closure.
• Analyse customer complaints (CO) service-wise, improve skills of identified technicians to reduce CO, and ensure closure by monitoring open tickets weekly.
• Ensure compliance and closure of audit non-conformities related to service operations (internal and external).
• Track and optimise material consumption as per SRF, cost sheet and SOW, and report deviations to line manager.
• Ensure adequate stocks of materials for pending and new jobs in line with APL and SOPs, and use near-expiry materials first.
• Track and monitor material consumption to keep branch consumption within target.
• Maintain optimum stock levels and ensure 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 iCABS using rAuditor.
• Ensure service leads are submitted by all technicians as per target.
• Monitor and report input costs at all major sites to line manager against agreed gross margin, and discuss action plans to bring them within limits.
• Actively drive service and product leads for the assigned technician group through on-the-job coaching to create customer density.
• Encourage technicians to plan leaves in advance to curb absenteeism.
• Help resolve grievances and IR issues of technicians and bring them to the line manager's notice daily.
• Report any deviation that could impact service quality or technician productivity, such as over-commitments, night service recommendations, additional visits or covered-area mismatches.
• Keep self updated with latest innovations, service SOPs, SHE and PN updates.

What you'll need

• Minimum B.Sc. (Chemistry / Zoology / Agriculture).
• Proficient in computer applications and systems including Excel, Word, PowerPoint (or equivalent).
• Should become well versed with internal company systems such as iCABS, STP, iAuditor, SRA, SQA, SQS, TPA, my RentokilPCI, Service Leads App and U+.
• Good interpersonal skills.
• Good analytical and problem-solving skills.
• Ability to communicate effectively.
• Proactive in planning and organising.
• Technical knowledge of pests, service processes, chemicals and equipment.

Nice to have

• Prior experience in operations of pest management or the service industry.

Details

• Locations: Mumbai, Navi Mumbai, Thane and Panvel, Maharashtra, India.