Operations Executive - Guwahati

About the Role

The Operations Executive / Sr. Operations Executive will be responsible for ensuring service quality, technician capability, material readiness, and compliance through hands-on supervision, audits, and performance monitoring across assigned service areas. The incumbent will report to the AOM/OM/ABM/BM. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.

Job Responsibilities:

Core Operations

• Ensure the availability of qualified (trained & certified) Technicians at all times as per Technical Training Guidelines.
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• Coach and train assigned technicians in order to improve the service quality and customer retention of the assigned service area, as per Technical Training Guidelines & service SOPs.
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• Ensure availability of recommended preparation, materials, and service tools in working condition to Technicians as per service SOPs.
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• Conduct daily 10-minute stand up meetings, and explain safety and special instructions to assigned technicians to execute the job as per instructions received from Sales Team/Service Docket.
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• Ensure SCP devices are effectively used by technicians, troubleshoot of SCP issues and provide refresher training to technicians on the updates as & when required.
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• Ensure all On-Site service documentation in 'Partner Kit' are up to date as per contractual requirements and as per myRentokil (for myR customer)
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• Ensure implementation and Compliance of service SOP, SHE golden rules, ATEX, and PINK NOTE by self and the assigned technicians.
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• Minimum 15 customer visits per week that include- Surprise visits, Rout rides, TPA, Customer complaints, Pest Audits, etc.- Resi & SA (including QSRs)
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• Ensure APL (Approved Preparations List) listed preparations, products, and materials are used in line with service SOPs
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• Ensure material stores are maintained appropriately as per good storage practice and disposal of empty containers, used TG/Control board, pesticides wrappers, and damaged materials are disposed in line with SOP
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• Ensure proper schedule of maintenance & repairs of equipment is established & is followed periodically
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• In case any of the Operations colleagues are on leave or the position is vacant, should ensure entries are made in iCABS to achieve the operations KPI of the Branch.
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• Ensure technicians carry out treatment within a given Standard Treatment Time (STT) in a competent manner and effectively follow the route plan and timings defined by the Service Planner.
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• Approval of conveyance amount for assigned technicians
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• Promote the highest grooming standards (uniform, Safety shoes, PPEs)
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Advance Operations

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• Conduct PMI 'Pest Audit' as per icabs- QSRs & Small branch accounts
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• Plan & execute 01 TPAs (Technicians Performance Assessment) per assigned technician with 1 development program per year.
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• Identify & resolve Service delivery issues in coordination with the Branch Manager
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• Ensure customer complaints are resolved as per complaint management SOP and update the Root Cause in iCABS to ensure proper ticket closure in time.
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• Analyse customer complaints- CO- service-wise and improve the skills of identified Technicians to reduce CO & ensure closure by monitoring open tickets on a weekly basis
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• Compliance and closure of audits non-conformities w.r.t. service operations (Internal / External)
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• Track and optimize material consumption as per SRF, Cost sheet and SOW and report deviations to the line manager
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• Track and monitor materials consumption to ensure branch material consumption within the target.
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• Maintaining Optimum Stock Level and Ensuring Indents are raised after checking requirement and stock.
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• Monitor and drive service productivity and efficiency.
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• Carry out Pest Management Inspection- Pest Audits of assigned customers as per iCAB using rAuditor
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Key Result Areas:

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• 100% completion of PMI 'Pest Audit' as per icabs- QSRs & Small branch accounts
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• Material consumption target to be met 100% as per Branch AoP target
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• TPA and Development plan completion as per target- 100%
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• Ensure 'Call Out' complaint per technicians are less than 3 per month, and analyse and re-train Technicians with more than 3 complaints per month.
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• 100% Trained and qualified Technicians as per Technical Training Guideline (L-1 TAT 30 days; L-2 within 9-months of Joining)
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• Self learning and development- Above 90% score in online assessment.
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Educational Qualification / Other Requirement:

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• Minimum B. Sc. (Chemistry / Zoology / Agriculture). Any prior experience in operations of pest management or service industry is desirable.
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• Proficient in use of computer applications & systems with Excel, Word, PowerPoint (or its equivalent)
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• Should get well versed with various internal company systems such as iCABS, STP, iAuditor, SRA, SQA, SQS, TPA, myRentokilPCI, Service Leads App, U+ etc