Job Title : Head Operations Grade : Management Department : Operations Security & House Keeping Reporting to : AVP Resource : 10 Direct Reportees Work Location : Head Office, Bangalore Department Summary : High quality service delivery is most important to the future of our business. Operations is a multifunctional department that has been positioned to plan, coordinate, control and execute all operational aspects pertaining to service delivery in security, housekeeping and utility areas and consequently strengthen client retention Purpose of the Position : - The Head - Operations position is to be the custodian of core property of the organisation i.e. high quality service delivery which is foundation for strong long term future. - This role requires to handle operational responsibility with strategic perspective. To handle and manage high quality service delivery pertaining to entire Security, House Keeping & Utility areas through HODs, i.e. Senior Manager Operations Security/Housekeeping. - The Head - Operations role has more emphasis on driving Strategic direction, disciplined, regimented service delivery, process (SOP) excellence in service delivery standard and lay foundation for significant growth. This role requires collaborative working and shall coordinate with other functions within and outside the organization to provide strategic direction and ensure delivery in line with organizational objectives as follows : Key Performance Areas : 1. Effective, high quality service delivery including processes (SOP) through operational control 2. Strategic role: Strategies, structure and infrastructure to prepare service team for future service excellence 3. Client relationship management, measured through retention and customer satisfaction 4. Business enhancement through cross selling, Additional business, References, margin improvement and Account mix management (Pruning) 5. Capability building Key Role & Responsibilities : 1. Effective, high quality service delivery including processes (SOP) through operational control - Create a bench mark in service delivery and establish industry differentiator factor, constantly study / survey competitors best practices and take proactive measures to upgrade service standards. - Process & Methods: Responsible for developing, SOP, process, methods and system which guarantee customer and organisation minimum standards of service delivery at any given point of time. - 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 Weekly, Fortnightly & Monthly review with CEO. - Collection: Responsible to drive collection strategically and ensure collections above 90% month on Month. - DSO: Responsible to bring down DSO with in TAT with constant drive collections, and strict review mechanism. - Bad Debts: Constantly drive Bad Debts and achieve target as per the TAT, Take strategic actions on default client with proper analysis of data month on month - Control Revenue Loss: Ensure there is no shortage of manpower by providing enough bench strength by doing analysis of client category and put mechanism to capture daily shortage to drive the team. 2. Strategic role: Strategies, structure and infrastructure to prepare service team for future service excellence - Strategic Plan: The position requires high level of thinking and develops operational strategies and plan to drive and ensure high level of customer satisfaction through excellence - Define direction for future service delivery in terms of sector needs, service levels. - Review role of technology in service delivery quality and efficiency - Review structure from time to time to reorganize resources most aligned to service direction - Institute pre-deployment and online Training in line with service standard - Timely renewal of contracts: Ensure all the AMC renewals are done effectively and timely manner by regular review with team. Ensure standard operating procedures (SOP) while renewing the contract. 3. Client relationship management, measured through retention and customer satisfaction - Key Account Retention: Responsible for Key Account Retention by understanding the client requirement proactively and addressing the customer issue within given turnaround time. (TAT) - Client Satisfaction: Ensure to fulfil client requirement proactively and minimise repeated complaints. 4. Business enhancement through cross selling, Additional business, References, margin improvement and Account mix management (Pruning) - Additional Business: Ensure the team visits the client regularly, provide value additional service and maintain relationship. Responsible to bring additional business with excellent service delivery and by cross selling 5. Capability building - Team Development: Review teams 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. - Team management, guiding/developing process for excellence in service enhancement Academics & Qualification : Post-Graduation in business management Work Experience : - Minimum 15 - 20 years of experience in operations with about 5 years in Senior/Team leadership position - Sound knowledge of operation skills with a drive for design and development of documented systems & procedures (SOP) - People management experience (Team management of atleast 5 years) Functional Skills : - Effective communication, presentation, negotiation and influencing skills - Constitutional approach towards driving system, process, methods and review mechanism - Strong analytical abilities with an eye for detail - The quality of having and living by a code of sound moral principle (Ethics) - Self-driven, ownership Personal Skills : - High level of integrity and dependability with a strong sense of urgency and results orientation. - Organizing and planning - Calm under pressure - Aggressive, follows through on commitments - Strategic thinking/visioning - A well-developed circle of influence of interconnected positive relationships (Team Management) - Good Listener Age and Gender : Age : Between 35 to 45 Years Gender : Male 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.

Bangalore

Handiman - Head - Operations 

Job Description for Handiman - Head - Operations  in Handiman Services Ltd in  Bangalore for (15-20) years of experience. Apply Now!