Job Description

Department: Operations Support

Job Title: Cluster Head

Reports To: Zonal Head

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:

Operations Management

- Formulate & implement cluster strategy linked with Hub

strategy

- Directly accountable for planning and organizing branch

operations

- Ensure proper start-up of recent 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

Business Performance Goal:

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.

Client Relationship Management

- Strive to understand customers 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

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 new 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

Key Competencies Required

Core Competencies:

Results Orientation

- Set Stretch Targets
- Planning & Organizing
- Performance Monitoring
- Resilience

Customer Focus

- Listen & Respond
Ownership

Engaging and Developing People

- Training
- Engaging Team

Leading with Integrity

- Respect & Integrity
- Fostering Collaboration

Functional competencies:

Strategic Orientation

- Business Acumen
- Financial Orientation
- Long Term Focus

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

📌 Branch Head (Pune)
🏢 G4S
📍 Pune