Manager Operation
Job Description
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Department |
Operations Support |
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Job Title |
Cluster Head |
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Reports To (Title) |
Zonal Head |
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Employees reporting to this position: |
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Functional (Solid Line) |
Administrative (Dotted Line) |
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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 spentPerformance Metrics
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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 |
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Job Description
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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 % |
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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 |
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Job Description
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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 % |
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Key Relationships |
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Internal ● Hub Head ● Branch Finance and HR teams ● Key/Core sales team ● Health & Safety team |
External ● Clients ● External Partners – vendors, unions |
Key Competencies Required
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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 |
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Job Description
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● Ownership Engaging and Developing People ● Training ● Engaging Team Leading with Integrity ● Respect & Integrity ● Fostering Collaboration |
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Qualification and Experience Required |
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Qualification |
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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
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