5 - 8 Yrs.
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
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Job Description
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
Job Description
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
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Job Description
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
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