Operations Executive - Belapur

Rentokil Initial; Navi Mumbai; On-site; INR 400,000 - 600,000; Full time

Benefits offered by this job

Attractive incentives

Learning & Development opportunities

Inclusive workplace environment

Job summary

Rentokil Initial, a leader in pest control in India, is looking for an Operations Executive in Navi Mumbai. This role involves managing service areas, ensuring technician availability, and focusing on service quality and customer satisfaction.

The ideal candidate should have a B. Sc. in a relevant field and experience in pest management. Strong interpersonal and analytical skills are essential for this position. Opportunities for self-development and attractive incentives are offered.

Qualifications

• Minimum B. Sc. (Chemistry / Zoology / Agriculture).
• Prior experience in pest management or service industry is desirable.
• Proficient in Excel, Word, PowerPoint and related computer applications.

Responsibilities

• Ensure availability of qualified technicians at all times.
• Coach and train assigned technicians to improve service quality.
• Conduct daily meetings for safety instructions.

Skills

Interpersonal skills

Analytical abilities

Problem-solving

Effective communication

Planning and organization

Technical knowledge of pests

Education

B. Sc. in Chemistry/Zoology/Agriculture

Tools

Excel

Word

PowerPoint

Job description

Overview

About Rentokil PCI Rentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil PCI was formed in 2017 through a joint venture between Pest Control India, the number one pest control company in India, and Rentokil, the world's leading pest control brand. Rentokil PCI aims to set new standards for customer service having operations across 300 locations in India.

For more details: https://www.rentokil-pestcontrolindia.com

Role

About the role

• OE / Sr. OE shall be owner of his / her assigned service areas within the Branch in terms of operations related actions as given in job responsibilities, and shall be responsible for providing qualified Technicians for execution of services. Responsible for Resi, SA, SMEs.

Job Responsibilities

• Core Operations
• Ensure availability of qualified (trained & certified) Technicians at all times as per Technical Training Guidelines.
• Coach and train assigned technicians to improve service quality and customer retention, 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 meetings and explain safety and special instructions to assigned technicians to execute the job as per instructions from Sales Team/Service Docket.
• Ensure SCP devices are effectively used by technicians, troubleshoot SCP issues and provide refresher training as 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 including surprise visits, route rides, TPAs, 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.
• Maintain material stores in line with good storage practices and dispose of waste per SOP.
• Establish and follow a proper maintenance and repair schedule for equipment.
• If any Operations colleagues are on leave or position is vacant, ensure entries are made in iCABS to achieve branch KPI.
• Ensure technicians carry out treatment within a given Standard Treatment Time (STT) and follow the route plan and timings defined by Service Planner.
• Approve conveyance amounts for assigned technicians.
• Promote grooming standards (uniform, safety shoes, PPEs).
• Advance Operations: conduct PMI 'Pest Audit' as per icabs- QSRs & Small branch accounts.
• Plan and execute 1 TPAs per assigned technician with 1 development program per year.
• Identify and resolve service delivery issues in coordination with the Branch Manager.
• Resolve customer complaints per complaint management SOP and update Root Cause in iCABS for timely ticket closure.
• Analyze customer complaints by service and improve Technician skills to reduce complaints and ensure closure.
• Close audits non-conformities w.r.t. service operations (Internal / External).
• Track and optimize material consumption as per SRF, Cost sheet and SOW; report deviations to line manager.
• Maintain adequate stocks of materials and prioritize near-expiry materials; ensure new jobs are available in branch per APL and SOPs.
• Monitor material consumption to keep branch costs within target.
• Maintain optimum stock level and raise indents after checking requirements.
• Monitor and drive service productivity and efficiency.
• Carry out Pest Management Inspections and Pest Audits of assigned customers as per iCAB using rAuditor.
• Ensure Service leads are submitted by all technicians as per target.
• Monitor and report input costs at major sites to Line Manager and discuss action plans to stay within gross margin limits.
• Drive Service & Product Leads for the assigned technician group within the service area via on-the-job coaching.
• Encourage technicians to plan leaves in advance to reduce absenteeism.
• Address grievances and IR issues of Technicians; inform Line Manager as needed.
• Report deviations that could impact service quality or productivity (e.g., over-commitments, night service, additional visits, area mismatch).
• Self-development: stay updated with latest innovations, Service SOPs, SHE and PN updates.

Requirements

• Key Result Areas:
  • 100% completion of PMI 'Pest Audit' as per icabs- QSRs & Small branch accounts
  • Material consumption target met 100% as per Branch AoP target
  • TPA and Development plan completion as per target- 100%
  • Keep 'Call Out' complaints per technician below 3 per month; re-train technicians with more than 3 complaints
  • 100% Trained and qualified Technicians as per Technical Training Guideline
  • Self-learning and development: score above 90% in online assessment

• Competencies (Skills Essential To The Role)
• Good interpersonal skills
• Strong analytical and problem-solving abilities
• Effective communication
• Proactive planning and organization
• Technical knowledge of pests, service processes, chemicals and equipment

• Educational Qualification / Other Requirement
• Minimum B. Sc. (Chemistry / Zoology / Agriculture). Prior experience in pest management or service industry is desirable.
• Proficient in Excel, Word, PowerPoint and related computer applications
• Familiar with internal systems such as iCABS, STP, iAuditor, SRA, SQA, SQS, TPA, my RentokilPCI, Service Leads App, U+ etc.

Benefits

What can you expect from RPCI? Our values lie at the core of our mission and vision. We believe that our people make our company what it is. We value:

• Safety
• Integrity
• Innovation
• Learning & Development
• Open & Transparent
• Performance Orientation
• Attractive incentives

DEI statement: RPCI is committed to building an inclusive, varied workplace welcoming people from all backgrounds.