Job Description

ABOUT US

: Rentokil PCI brings to the Indian market the expertise of over 90 years of Rentokil, the world\'s largest commercial pest control company with operations in more than 70 countries and PCI, the number one pest control company in India with presence in the local market for over 60 years. Rentokil PCI aims to set new standards for customer service with operations across 300 plus locations in India. The company also focuses on developing industry-leading service operations through the sharing of best practices, new innovations and the use of digital technologies. POSITION RESPONSIBILITIES / REQUIREMENTS: Operations Executive is responsible to manage assigned Service area & team of minimum 15 technicians to achieve targeted SOS of his territory and Productivity with Quality & timely execution of service as per schedule. By maintaining the required skill of team up to date as per \xe2\x80\x98Technical Training Structure of RPCI\xe2\x80\x99. The person will report to the Assistant Branch Manager/Branch Manager. The incumbent will have to work as part of a multi-functional team and this involves collaboration with the internal team and external stakeholders. SHE (Safety, Health & Environment) Be conversant with Safety on the job as utmost priority. Know company SHE rules & adhere to company SHE policy in totality. Implementation and monitoring of SRAs PPEs and SHE related reporting. Be a safety coordinator for his/her assigned service areas & be responsible for assigned technicians. Know use of First Aid Box (Renew), Fire Extinguisher (Renew), PPE Register, maintain & issue

GENERAL DUTIES & RESPONSIBILITIES \xe2\x80\xa2 OE shall be owner of his / her service area in terms of all operations related actions and shall Execute daily service operations with a team of assigned Technicians within a given service areas \xe2\x80\xa2 Ensure quality of service delivery by effective supervision on technicians - on the job as per company SOPs \xe2\x80\xa2 Ensure technicians carry out treatment within a given Time on Site (ToS) in a competent manner. (OE to engage technician via route riding, training on the job). Rentokil PCI April\xe2\x80\x99 2018 Position Description WL Jan 2019 \xe2\x80\xa2 Plan & execute 02 TPAs (Technicians Performance Assessment) per assigned technician with 2 development programs per year. Coach & train assigned technicians in order to improve the service quality \xe2\x80\xa2 Convey special instructions, if any, to technicians to execute the job as per Service Docket (liaison with Sales colleagues) \xe2\x80\xa2 Carry out pest management Audits of customer sites as per agreed schedule by i or R auditor. \xe2\x80\xa2 Complete & close customer audit non-conformities (external / internal). Follow up & implement CAPA at customer site \xe2\x80\xa2 On Site Documentation: Implementation of SOP, Compliance and closure of audits nonconformities (Internal / External). Send service dockets of completed services to NKA for invoicing on time. \xe2\x80\xa2 Handle assigned customer complaints in his / her service areas, within 24 hours & resolve complaint at earliest, as per the customer\'s convenience and update the Root Cause in iCABS to ensure proper ticket closure \xe2\x80\xa2 Identify & resolve Service delivery issues in coordination with the Branch Manager \xe2\x80\xa2 Conduct daily 10 min stand up meeting & monthly operations meeting \xe2\x80\xa2 Be conversant with STP (Service Track Pest) and monitor, analyses visit extraction notes for all high infestation related service visits on daily basis & take action. \xe2\x80\xa2 Digital Initiative: Be conversant with all in house systems. \xe2\x80\xa2 Maintain Material consumption, Overtime Hrs. schedule at an agreed targeted level for the assigned service area and for technician \xe2\x80\xa2 Approval of conveyance amount for assigned technicians \xe2\x80\xa2 Monitor & report to ABM/BM on input costs at all major sites as per gross margin agreed & discuss action plans to bring it within limits \xe2\x80\xa2 Actively drive Service & Product Leads for assigned technician group within service area by implementing STA (See, Tell, Ask) and T.I.M.E. (Train, Incentivise, Monitor, Engage) on the job coaching to create density of customers. \xe2\x80\xa2 Innovation: conduct trials and report findings as per the guidelines, implement new service lines as per the SOPs. \xe2\x80\xa2 Minimum 18 customer visits per week for Resi & SA (Residential & Small Accounts segment heavy branch), includes, Customer complaints. For Specific Site based OEs - Number shall not be applicable but Retention of customer/s at site would be main KPI with all scheduled services completed efficiently and effectively. \xe2\x80\xa2 Inventory: Help ABM/BM to manage Inventory \xe2\x80\x93 coordinate with other Ops colleagues to manage Stock Levels of branches & forecasting, Indenting & receipt of material for branch (as an assigned function within branch by BM). \xe2\x80\xa2 Ensure APL (Approved Preparations List) is followed by all assigned technicians & all chemical containers have original labels \xe2\x80\xa2 Ensure proper schedule of maintenance & repairs of equipment is established & followed (via JOC). \xe2\x80\xa2 Promote highest grooming standards (uniform, Safety shoes, PPEs) \xe2\x80\xa2 Encourage technicians to plan their leaves in advance to curb absenteeism \xe2\x80\xa2 Help Resolve any Grievances & IR issues of Technicians & bring to the notice of ABM/BM on day today basis \xe2\x80\xa2 Report any deviation that could impact service quality or productivity of technicians likeovercommitments, recommendation regarding night service (if it is not needed), covered area mismatch, etc Rentokil PCI April\xe2\x80\x99 2018 Position Description WL Jan 2019 CUSTOMER RELATIONSHIP MANAGEMENT \xe2\x80\xa2 Carry out SQA (Service Quality Audit), SQS (Service Quality Survey), periodic audits & manager external audits on customer visits \xe2\x80\xa2 Visit customers (along with technicians/standalone) as assigned in allocated service area. \xe2\x80\xa2 CVC (Customer Voice Count) reports - Addressing issues highlighted by customers, seek help from BM to do this

KEY DELIVERABLES \xe2\x80\xa2 Responsible to achieve targeted SOS, technician\xe2\x80\x99s productivity, ToS, material consumption, complaint management, TPA/SQA, customer visits, Absenteeism & OT, Service leads- submissions & conversions, Technician & Customer retention \xe2\x80\xa2 Hands on Training of technicians and Supervisors on the job & utilize U+ for such activities \xe2\x80\xa2 Arrange & support ABM/BMs, DMs for Pest Awareness Programs at Customers (and conduct PAP (Pest Awareness Program) for shop floor staffs only) \xe2\x80\xa2 Ensure safety in operations and at site.

CORE COMPETENCIES \xe2\x80\xa2 Good interpersonal skills \xe2\x80\xa2 Organizing skills \xe2\x80\xa2 Good Analytical & Problem-solving skills \xe2\x80\xa2 Ability to communicate effectively internally and externally \xe2\x80\xa2 Technical knowledge of Pests, Service Processes, Pesticides & Equipment\xe2\x80\x99s \xe2\x80\xa2 Knowledge of various food safety standards \xe2\x80\xa2 Fluency in verbal and written English with local language is essentia.

Requirements

EDUCATIONAL / OTHER REQUIREMENTS \xe2\x80\xa2

Minimum B. Sc. (Chemistry / Zoology / Agriculture). Any prior experience in operations of pest management or service industry is desirable. \xe2\x80\xa2 Proficient in use of computer applications & systems with Excel, Word, PowerPoint (or its equivalent) \xe2\x80\xa2 Should get well versed with various internal company systems such as iCABS, STP, iAuditor, SRA, SQA, SQS, TPA, myRentokilPCI, Service Leads App, U+ etc

Benefits

Are you interested? Here\'s what you can expect when you join us...

Attractive Base Salary

Annual Performance Based Bonus

Group Mediclaim Insurance Policy

Travel Reimbursement

Equal Opportunities

Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual\'s differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potentional

Rentokil Initial