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

Formulate & 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



25%

No. of Quality incidents Quality audit

reports

Client

satisfaction


score







1

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Business Performance Goal ( Revenue , Collections , Margin Improvement )

Revenue Growth

To grow higher than the industry growth by having Get & Grow and achieve the revenue goals.

Collections

Develop the strategy and plan to ensure achievement of Price Increase, Collection and Bad Debts.

Gap analysis in invoicing and collections.

Price Increase

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.

Bad Debt

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



.

Margin Improvement

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.



25%

Meeting

Budget targets Revenue


growth %


Profitability % Collection%

Price Increase %

Client Relationship Management

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


improve service delivery quality and create customer delight Responding to client queries and concerns promptly



20%

Client

Retention %

Customer

Termination -


value &


number







2

|

Page

Leadership & IR

With support from Branch HR Team:



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



interaction, counselling and appropriate administrative measures



Ensure implementation of HR & Training policies

Health & Safety

With support from Health & Safety:


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

20%


10%

Attrition % Induction

completion %

Training hours for guards No of Health & Safety

Incidents

Health &

Safety


Compliance %

Key Relationships

Internal

Hub Head

Branch Finance and HR teams Key/Core sales team

Health & Safety team

External

Clients External Partners - vendors, unions

Key Competencies Required

Core Competencies

Results Orientation

Set Stretch Targets

Planning & Organizing

Performance Monitoring

Resilience

Customer Focus

Listen & Respond

Functional competencies

Strategic Orientation

Business Acumen Financial Orientation Long Term Focus





3

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Ownership

Engaging and Developing People

Training

Engaging Team

Leading with Integrity

Respect & Integrity

Fostering Collaboration

Qualification and Experience Required

Qualification

Minimum: Graduation / Diploma (if very relevant industry experience)

Desired: MBA/ Master's degree or equivalent

Relevant Experience

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


4

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