Senior Operations Manager

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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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 customers 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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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

20% Attrition %

• Induction

completion %

• Training hours

for guards

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

10% 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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• 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 union