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
satisfactionscore1
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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%
Budget targets
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%
Retention %
Termination –value &number2
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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 measuresEnsure 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%
completion %
- Training hours for guards
- No of Health & Safety
Incidents
SafetyCompliance %
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
Functional competencies
Strategic Orientation
- Business Acumen
- Financial Orientation
- Long Term Focus
3
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Engaging and Developing People
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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