Operations Executive - Shamshabad

Rentokil Initial

Nov 4, 2024

Applications are closed

Job
Full-time
Junior, Mid & Senior Level
Hyderabad

Requirements

Good interpersonal skills
Good Analytical & Problem-solving skills
Ability to communicate effectively
Should be proactive in planning & organizing
Technical knowledge of Pests, Service Processes, Chemicals & Equipments
Minimum B. Sc. (Chemistry / Zoology / Agriculture). Any prior experience in operations of pest management or service industry is desirable.
Proficient in use of computer applications & systems with Excel, Word, PowerPoint (or its equivalent)

Responsibilities

Ensure availability of qualified (trained & certified) Technicians at all time as per Technical Training Guidelines.
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.
Ensure availability of recommended preparation, materials, and service tools in working condition to Technicians as per service SOPs.
Conduct daily 10 min stand up meeting, and explain safety and special instruction to assigned technicians to execute the job as per instructions received from Sales Team/Service Docket.
Ensure SCP devices are effectively used by technicians, troubleshooting of SCP issues and providing refresher training to technicians on the updates as & when required.
Ensure all On-Site service documentation in 'Partner Kit' are up to date as per contractual requirements and as per myRentokil (for myR customer).
Ensure implementation and Compliance of service SOP, SHE golden rules, ATEX and PINK NOTE by self and the assigned technicians.
Minimum 15 customer visits per week that includes- Surprise visits, Rout ride, TPA, Customer complaints, Pest Audits, etc.- Resi & SA (including QSRs).
Ensure APL (Approved Preparations List) listed preparations, products and materials are used in line with service SOPs.
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.
Ensure proper schedule of maintenance & repairs of equipment is established & is followed periodically.
In case any of the Operations colleagues are on leave or position is vacant, should ensure entries are made in iCABS to achieve operations KPI of Branch.
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 Service Planner.
Approval of conveyance amount for assigned technicians.
Promote highest grooming standards (uniform, Safety shoes, PPEs).
Conduct PMI 'Pest Audit' as per icabs- QSRs & Small branch accounts.
Plan & execute 01 TPAs (Technicians Performance Assessment) per assigned technician with 1 development programs per year.
Identify & resolve Service delivery issues in coordination with the Branch Manager.
Ensure customer complaints are resolved as per complaint management SOP and update the Root Cause in iCABS to ensure proper ticket closure in time.
Analyse customer complaints- CO- service wise and improve skills of identified Technicians to reduce CO & ensure closure by monitoring open tickets on weekly basis.
Compliance and closure of audits non-conformities w.r.t. service operations (Internal / External).
Track and optimize material consumption as per SRF, Cost sheet and SOW and report deviations to line manager.
Ensure adequate stocks of materials as pending & new jobs in line with APL and SOPs are available in branch, and near expiry materials are used first.
Track and monitor materials consumption to ensure branch material consumption within the target.
Maintaining Optimum Stock Level and Ensuring Indents are raised after checking requirement and stock.
Monitor and drive service productivity and efficiency.
Carry out Pest Management Inspection- Pest Audits of assigned customers as per iCAB using rAuditor.
Ensure Service leads are submitted by all technicians as per the target.
Monitor & report to Line Manager on input costs at all major sites as per gross margin agreed & discuss action plans to bring it within limits.
Actively drive Service & Product Leads for assigned technician group within service area by on the job coaching to create density of customers.
Encourage technicians to plan their leaves in advance to curb absenteeism.
Help Resolve any Grievances & IR issues of Technicians & bring to the notice of the Line Manager on day to day basis.
Report any deviation that could impact service quality or productivity of technicians like overcommitments, recommendation regarding night service, additional visits, covered area mismatch, etc.
Self Development- Be updated with latest innovations, Service SOPs, SHE and PN updates.
100% completion of PMI 'Pest Audit' as per icabs- QSRs & Small branch accounts.
Material consumption target to be met 100% as per Branch AoP target.
TPA and Development plan completion as per target- 100%.
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.
100% Trained and qualified Technicians as per Technical Training Guideline (L-1 TAT 30 days; L-2 within 9-months of Joining).
Self learning and development- Above 90% score in online assessment.

FAQs

What is the role of an Operations Executive at Rentokil PCI?

The Operations Executive at Rentokil PCI is responsible for ensuring the availability and training of technicians, maintaining operation standards, conducting pest audits, managing service documentation, and resolving customer complaints, among other operational tasks.

What are the educational qualifications required for this position?

A minimum of a B.Sc. in Chemistry, Zoology, or Agriculture is required. Experience in operations within the pest management or service industry is desirable.

What skills are essential for the Operations Executive role?

Essential skills include good interpersonal and analytical skills, effective communication, proactive planning and organizing abilities, and technical knowledge of pests, service processes, chemicals, and equipment.

How many customer visits are required each week?

The Operations Executive is expected to conduct a minimum of 15 customer visits per week, which includes surprise visits, route rides, and customer audits.

What is the focus of the job in terms of technician performance?

The role focuses on coaching and training assigned technicians to improve service quality, ensuring technicians meet the required standard treatment times, and conducting performance assessments.

Are there opportunities for professional development?

Yes, the role includes responsibilities for self-development, with an emphasis on keeping up-to-date with the latest innovations and service standards.

Is there a specific target for material consumption?

Yes, the target for material consumption must meet 100% of the Branch AoP target.

How does Rentokil PCI promote a positive workplace culture?

Rentokil PCI promotes values of safety, integrity, innovation, learning and development, openness, transparency, and performance orientation, creating a strong workplace culture.

Do you provide training for technicians?

Yes, the Operations Executive is responsible for ensuring 100% trained and qualified technicians as per the Technical Training Guidelines.

What is the complaint resolution protocol in this role?

Customer complaints must be resolved as per the complaint management SOP, with root causes updated in the iCABS system to ensure timely ticket closure.

Is proficiency in computer applications required for this role?

Yes, proficiency in computer applications and systems with Excel, Word, and PowerPoint (or their equivalents) is required.

Rentokil Initial

Global leaders in Pest Control, Hygiene, Plants & Scenting services

Retail & Consumer Goods

Industry

10,001+

Employees

1925

Founded Year

Mission & Purpose

Rentokil Initial plc employs 44,500 people across 83 countries - offering the experience and expertise of a multi-national organisation, whilst delivering services with the agility and characteristics of a local business. As world leaders in Pest Control and Hygiene & Well-being services, we deliver services that protect people and enhance lives, to commercial and private customers worldwide. Rentokil Initial plc is listed on the London Stock Exchange (FTSE 50).