Job Description
Department
Operations Support
Job Title
Cluster Head
Reports To (Title)
Zonal Head
Employees reporting to this position:
Functional (Solid Line)
Administrative (Dotted Line)
Number: 2-7
Roles: Rosterer, Collections Executive, Operations Manager
Number: 3
Roles: HR, Finance, Store
Job Summary
To provide overall leadership for the cluster and ensure effective service delivery by managing: Profitability of cluster operations and assuming P&L; responsibility
Delivery of high quality service to customers and ensuring effective operations Health & safety and leadership for all branch functions
Job Responsibilities and Accountabilities
Area of Responsibility % time spentPerformance Metrics
Operations Management
- Formulate & implement cluster strategy linked with Hub strategy
- Directly accountable for planning and organizing branch operations
- Ensure proper start-up of new assignments
- Manage guard sourcing in terms of scouting, referrals and walk-ins
Ensure proper deployment, rostering & attendance of guards Ensure proper supervision, patrolling & review in terms of day & night checks
Conduct security audits of large assignments periodically Forecast, procure and distribute uniforms and office equipment under clearance from the respective Hub Heads Maintain consistent, complaint free, high quality service levels Support and facilitate implementation of corporate projects
25%
- No. of Quality incidents
- Quality audit
reports
- Client
satisfaction
score
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Job Description
Business Performance Goal ( Revenue , Collections , Margin Improvement )
Revenue Growth
- To grow higher than the industry growth by having Get & Grow and achieve the revenue goals.
Collections
- Develop the strategy and plan to ensure achievement of Price Increase, Collection and Bad Debts.
- Gap analysis in invoicing and collections.
Price Increase
- Timely communication with customer and related stakeholders.
- Agreement to pay / timely billing with customer
- Variance analysis of actual vs budget.
- Timely termination of customer in case of non agreement or delay in decision of price increase.
Bad Debt
- Understanding the bad debt reasons and devising the strategy in recovering the same.
Do the analysis and take the necessary course of action. Focus on collections and reduce the Gaps
.
Margin Improvement
- Understand the contract.
- Knowing the gaps in contract and closing the gaps with customers.
Knowing the payout to employees and authorities. Reconciliation - correction for gaps between billed & paid. Asking customers to increase the management fee on various value addition and solving customer problems.
25%
- Meeting
Budget targets Revenue
growth %
Profitability % Collection%
- Price Increase %
Client Relationship Management
- Strive to understand customer’s needs and deliver the right/customized solutions
- Build effective customer relationships, ensure customer satisfaction and promote company’s image
Conduct all surveys and client requested security audits Ensure satisfaction and retention of existing clients Regular meeting with clients for performance feedback Reviewing client feedback and developing solutions to
improve service delivery quality and create customer delight Responding to client queries and concerns promptly
20%
- Client
Retention %
- Customer
Termination –
value &
number
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Job Description
Leadership & IR
With support from Branch HR Team:
Prepare manpower budget as per business requirements Recruit adequate number of quality direct manpower in accordance with business requirements
- Ensure all current recruits in direct and indirect category attend basic course and no one is deployed without successful completion of basic course
- Ensure timely completion of joining formalities for new recruits, and their timely deployment
- Ensure development of Direct staff through refresher and other relevant training programmes
- Ensure maintenance of attendance, leave,
overtime records etc.
- Ensure correct wages computation of direct staff
Ensure timely payment of wages and other dues Ensure disciplinary action is taken wherever required Ensure speedy redressal of grievances through regular
interaction, counselling and appropriate administrative measures
Ensure implementation of HR & Training policies
Health & Safety
With support from Health & Safety:
- Ensure observance to highest standards of G4S Health & Safety norms in all areas of work
- Promote awareness within the team on safe working procedures
- Contribute to development of safe work procedures
20%
10%
- Attrition %
- Induction
completion %
- Training hours for guards
- No of Health & Safety
Incidents
- Health &
Safety
Compliance %
Key Relationships
Internal
- Hub Head
Branch Finance and HR teams Key/Core sales team
- Health & Safety team
External
- Clients
- External Partners – vendors, unions
Key Competencies Required
Core Competencies
Results Orientation
- Set Stretch Targets
- Planning & Organizing
- Performance Monitoring
- Resilience
Customer Focus
- Listen & Respond
Functional competencies
Strategic Orientation
- Business Acumen
- Financial Orientation
- Long Term Focus
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Job Description
- Ownership
Engaging and Developing People
- Training
- Engaging Team
Leading with Integrity
- Respect & Integrity
- Fostering Collaboration
Qualification and Experience Required
Qualification
Minimum: Graduation / Diploma (if very relevant industry experience)
Desired: MBA/ Master’s degree or equivalent
Relevant Experience
- Minimum 8-10 years of overall experience
- Minimum 2-3 years of experience in a service industry with large distributed operations (e.g. retail, insurance, logistics)
- Experience of independently managing a P&L;
- Ability to make sound, clear and relevant decisions
- Ability to resolve disputes/ disagreements
- Ability to carry people along, create team spirit and gain their commitment
- Ability to successfully manage widespread field operations
- Ability to work with labour unions
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📌 Manager Operation (Delhi)
🏢 G4S
📍 Delhi