Handiman - Operation Manager - Service Delivery

Job Title: Manager Operations

Grade: HM-M3

Department: Operations Service Delivery

Reporting to: Branch HEAD

Resource: 2 to 4 Reporting Team

Work Location: Bangalore

Department Summary:

Branches separated from Bangalore HO Operation to bring focus to geographic expansion and business nurturing beyond Bangalore. Branch Operations is like a business unit with P&L control which encompasses sales, service delivery, customer relationship, people management culminating in P&L management for the location.

Position summary:

The Manager Branch Operations position is being created to handle and manage drive business growth which include strategically operational activities pertaining to Branch i.e. Security/ House Keeping / Utility Services through Area Managers. The Manager role has Strategic aspect for setting directions, new business development, and service delivery and Operate and pace of new locations, delivery processes, service excellence, resource development, capability building. This role requires strategic and operational skills, will require active coordination with branches, head office, support functions within and outside the organization, facilitate and strengthen branch teams performance

Key Responsibility Areas (KRA)

1. Revenue Generation and P&L of the Branch through sales, expenses, billing, collection, revenue loss & renewal

2. Service Delivery High (Pre-set) Standard of Service Delivery measured as Customer Satisfaction rating, complaints, Transition Management

3. Customer Relationship: Client Satisfaction, Cross Selling, Retention,

4. Process / System including Performance Management, Bench Strength, Service, SOPs.

5. Team Capability Building

Responsibilities & Duties:

1. Revenue Generation and P&L of the Branch through sales, expenses, billing, collection, revenue loss & renewal

- Delivery of new business generation per budget, month after month

- Month wise working and allocation of targets

- Customer profiling, business sector and service to be offered to be reviewed from time to time,

- Quarterly lead generations to achieve targets.

- Planning and training and tracking BDs Sales Performance.

- P&L of the branch:

- Monthly tracking of sales, expenses and taking timely actions for closure correction where required to

achieve monthly profit objective

- Monthly coordination with Regional Manager and HO team for support required and reporting.

- Billing: Ensure Timely billing and reaching invoices to client as per the TAT.

- Collection: Ensure collection is being achieved at not less than 90% every month.

- Control Revenue Loss: Ensure there is no shortage of manpower by providing enough bench strength

by doing analysis of client category. Put in place mechanism to daily track and correct shortage

- Timely renewal of contracts: Ensure all the AMC renewals are done effectively and timely manner as

per 90 day renewal process team. Do proactive monitoring of progress for timely renewal. Ensure

minimum 10% price increase to cover cost escalation and protect/enhance margin

2. Service Delivery High (Pre-set) Standard of Service Delivery measured as Customer Satisfaction

rating, complaints, Transition Management

- Recruitment & Deployment: Per project requirement to ensure no vacancy

- Pre Deployment Training and regular refresher training

- Organise for Service delivery quality: Role of AM,FO, working norms, allocation of accounts, site visit

supervision schedule

- Daily tracking of Attendance and customer complaint.

- Keeping regular contact with key customers, and regular visit.

- Transition Management: Responsible to ensure implementation pf all standard operating procedure

pertaining to new client transition without fail.

3. Customer Relationship: Client Satisfaction, Cross Selling, Retention,

- Client Satisfaction: Proactively, periodically check client feedback, pending issues and resolve in 24 48

hours

- Cross Selling: Responsible for cross selling and generate revenue / new business by way of providing

better service and cross selling / upselling services with existing client. Generate new references for

business generation

- Key Account Retention: Responsible for Key Account Retention by 100% implementing 5 retention

measures

4. Process / System including Performance Management, Bench Strength, Service, SOPs.

- 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, SOP, process, methods and system which guarantee

customer and organisation a minimum standards of service delivery at any given point of time.

5. Team Capability Building: Set goals, work clarity, support mechanisms

- Team Development: Review team on assign task understand their capability and institute

development mechanism to align with Management objective from time to time. Upscale knowledge

and capabilities by identifying and training.

- Do periodic stock taking on capability to devise development plan

Academics & Qualification:

- Minimum Graduation required. Post Graduation in Business Management would be an addon

Work Experience

- Minimum of 8 to 12 years of experience in branch operations/sales/service management. Exposure to facility management preferred

- Independently handled branch operation with P&L responsibility

- People Management experience (Team management of atleast 3 years)

Functional Skills:

- Structured, process based approach with focus on results

- Strong analytical abilities with eye for details

- Sound knowledge of Sales and operation skills

- Strategic and conceptual ability

Personal Skills:

- Effective communication, presentation, negotiation and influencing skills

- High on energy and drive

- Proactive thinking, ability to generate new ideas, leading to problem salvation

- Ability to multitask under tight deadlines

Age and Gender

Age: Between 28 to 44 Years

Gender: Male/Female candidate preferred

Physical & Other requirements - This role requires physical and mental fitness and this required extensive travelling, working late nights and over weekends whenever necessary.