Operations Manager - night Shift

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 (JV) between Pest Control India, the number one
pest control company in India, and Rentokil, the world’s leading pest control brand. aims to set new standards for customer service having operations across 300 locations in India.
Core Operations

• 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.

• 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

Ensure implementation and Compliance of service SOP, SHE golden rules, ATEX and PINK
Customer complaints, Pest Audits, etc.- disposal of empty containers, used TG/Control board, pesticides wrappers and damaged
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.

• Advance Operations
• Conduct PMI 'Pest Audit' as per icabs- QSRs & Small branch accounts
• Plan & execute 01 TPAs (Technicians Performance Assessment) per assigned technician with

Identify & resolve Service delivery issues in coordination with the Branch Manager
● Ensure customer complaints are resolved as per complaint management SOP and update
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 /
Carry out Pest Management Inspection- Pest Audits of assigned customers as per iCAB
on the job coaching to create density of customers.
● Help Resolve any Grievances & IR issues of Technicians & bring to the notice of the Line
Report any deviation that could impact service quality or productivity of technicians likeovercommitments, recommendation regarding night service, additional visits, covered area
100% completion of PMI 'Pest Audit' as per icabs- QSRs & Small branch accounts
● 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;
Self learning and development- Above 90% score in online assessment.

Should be proactive in planning & organizing
● Technical knowledge of Pests, Service Processes, Chemicals & Equipments

Any prior experience in operations of
Proficient in use of computer applications & systems with Excel, Word, PowerPoint (or its
Safety

• Innovation
• Learning & Development
• Performance Orientation