JOB DESCRIPTION FOR THE POSITION OF SENIOR MANAGER - OPERATIONS Job Title: Senior Manager (House Keeping/Soft services) Department Summary High quality service delivery is very core to the future of our business. Operations is a multifunctional department that has been positioned to plan, coordinate, control and execute all operational aspects pertaining to service delivery in security, housekeeping and utility areas and consequently strengthen client retention Position summary: Consistent, high quality service delivery is core to long term success of the organisation. The HOD Senior Manager position is being created to handle and manage high quality service delivery to entire Security, House Keeping & Utility areas through Area Managers. The HOD role emphasis on driving quality service, attaining client satisfaction and deliver significant growth. This role requires collaborative working and shall coordinate with other functions within and outside the organization to provide strategic direction, disciplined, regimented service delivery, process (SOP), excellence in service delivery standard and lay foundation for significant growth and ensure delivery in line with organizational objectives as follows: Key Responsibility Areas (KRA) Service Delivery - High (Pre-set) Standard of Service Delivery measured as Customer Satisfaction rating, complaints handling Operational control through planning, tracking, correcting processes/systems including Bench Strength, Service SOPs, On time collection, (no/low) Revenue Loss, Renewal Customer Relationship: Cross Selling, Transition Management, Retention measures Team Capability Building Optimal resource management Key Responsibilities & TasksService Delivery - High (Pre-set) Standard of Service Delivery measured as Customer Satisfaction rating, complaints handling Ensuring required deployment/availability Predeployment and subsequent training Daily service delivery per desired standard Proactive tracking of pending service issues and ensuring timely response Operational control through planning, tracking, correcting processes/systems including Bench Strength, Service SOPs, On time collection, (no/low) Revenue Loss, Renewal Timely renewal of contracts : Ensure all the AMC renewals are done effectively and timely manner by regular review with the team. Ensure standard operating procedures (SOP) while renewing the contract. Control Revenue Loss: Ensure there is no shortage of manpower by providing enough bench strength by doing an analysis of client category and put a mechanism to capture daily shortage to drive the team. Performance Management System: Conduct daily, weekly & monthly reviews with action points & Target date of completion, it has to be reviewed in periodical manner. The same should be presented in monthly review with Head operations. Process & Methods: Responsible for developing, training and delivering service SOPs which guarantee a minimum standards of service delivery at any given point of time. Customer Relationship: Cross Selling, Transition Management, Retention measures Additional Business: Ensure the team visits the client regularly, provide value additional service and maintain relationship. Responsible to bring additional business with excellent service delivery and by cross selling Cross Selling: Responsible for cross selling and generate revenue / new business by way of providing better service and cross selling / upselling services with existing clients. Seek references from happy customers Transition Management: Responsible to ensure implementation of standard process for smooth transition of new projects Client Satisfaction: Ensure to fulfil client requirement proactively and minimize repeated complaints. Key Account Retention: Responsible for Key Account Retention by understanding the client requirement proactively and addressing the customer issue within the given turnaround time. (TAT) 100% compliance on retention measures Team Capability Building Team Development: Review team on assigned task, assess their capability and institute development mechanism to align with organisation objective from time to time. Upscale knowledge and capabilities by identifying and training. Optimal resource management Selection, training, deployment of AMs, FOs. Appropriate allocation of accounts to have best fit of top A/c and top resources Ensure regular planning, tracking, review for On line course correction to avoid service gaps Direct and control worker/supervisor selection, training and deployment on projects to have revenue loss (due under deployment) under control
Department Summary: Marketing department is responsible for the branding, lead generation, new client's acquisition and business growth, organically & inorganically. The department play vital role in the creating the brand value of the organization both, offline & online. Purpose of the Position: Marketing Head is mainly responsible to develop, establish and maintain marketing strategies to meet organizational objectives and focused mainly on the practical applications and management of an organization's marketing operations Key Performance Area: Planning Analysis (Internal, Performance wise, Product wise) Competitive tracking, market trend Resource planning (Plan for network of agencies, develop set of vendors/agencies) Capability building for training (Market visit, client visit, joint calls on the job) Responsibilities & dutiesPlanning Identify, develop and evaluate marketing strategy based on knowledge of establishment objectives and market characteristics Formulate, direct and coordinate promotional activities region wise Plan and participate industrial events region wise, segment wise and product wise Planning & implementing the promotional campaigns Analysis (Internal, Performance wise, Product wise) Analyse the performance of each product on region wise and monthly wise Periodic review and analyse the performance of each marketing medium planned for the year Periodic updates on the competitor analysis as per the market Analysing potential strategic partner relationships for company marketing Competitive tracking, market trend Track strategies and offerings of competitors on both offline and online and position Regular track on market trends, behaviour, related sector growths and update services accordingly Track new competitors Update competitive advantages periodically Resource planning (Plan for network of agencies, develop set of vendors/agencies) Maintain strong relationship and optimal utilisation of agencies and vendors. Cost control ad logistic planning Develop back up vendors Briefing agencies, reviewing and tracking performance output Budget management and cost control on marketing collaterals and logistics Converging the creative ideas and value propositions to the marketing collaterals, online promotions, events and media positioning. Capability building for training (Market visit, client visit, joint calls on the job) Drive key account management, review and monitor the outcome Client visits with sales team to understand more about customer perspectives and improve our pitching process Joint calls during service delivery to study and improve our brand quality Academic Qualification Post Graduate in Marketing Specialization Work Experience Minimum 5+ years of experience in any of the following industries like service industry, pharmaceutical, insurance, hospitality, institutional sales etc. Functional Skills Ability to plan and self-monitor Strong analytical and project management skills Strong creative outlook Ability to collect and analyse data, draws conclusions, and make actionable recommendations Aggressive strategist with proven ability to close the deals via strong and persuasive closing skills Personal Qualities & Behavioural Traits Excellent communication & presentation skills. Professional self-starter, high level of motivation, customer empathy and ethics. Leadership capabilities Organization and planning Demonstrated success in building trust and maintaining long-term relationships with team and client. Age and Gender Age: 30+ Years Gender: Male / Female Physical requirements Adaptability to work flexible hours for special events (i.e. evening and weekends) Travel to prospects locations is required We are looking for a candidate who can attend walk in interview, if you are interested, kindly share your CV/ resume to the below contact [Note: Virtual Interview is not applicable]
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