Director of Customer and Operations

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. Rentokil PCI aims to set new standards for customer service having operations across 300 locations in India.
Our family of businesses:
Rentokil Pest Control is the world’s leading commercial pest control company, operating in 70 countries and ranked in the top 3 in 65 of those countries. Ranking in the top 3 in 38 of the 44 countries we operate in, Initial Hygiene is the market leader who provides quality, diligent and friendly services to all customers. In France, Initial Workwear specialises in the supply and laundering of workwear, garments and protective uniforms and equipment; focussing on top quality products and services. Our plant business; Ambius is seen as the expert in interior and exterior "landscaping"; Steritech Brand Protection by Rentokil Initial is an industry leader and pioneer, providing innovative solutions that help customers to mitigate risks and drive business growth. We also have specialist businesses such as Medical Services, Specialist Hygiene and Property Care, which lead their respective fields. Across all of our operations globally, we have a positive reputation amongst our customers for our knowledge and integrity. We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in country. Working within our functions departments, you would be supporting all of our businesses within India.
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. Rentokil PCI aims to set new standards for customer service with operations across 250 locations in India. The JV brand also focuses on developing industry-leading service operations through the sharing of best practices, new innovations and the use of digital technologies.
OE shall be owner of his / her service area in terms of all operations related actions and shall Execute daily service operations with a team of assigned Technicians within a given service areas
Ensure quality of service delivery by effective supervision on technicians - on the job as per company SOPs
OE to engage technician via route riding, training on the job).
Plan & execute 02 TPAs (Technicians Performance Assessment) per assigned technician with 2 development programs per year. Coach & train assigned technicians in order to improve the service quality
Convey special instructions, if any, to technicians to execute the job as per Service Docket (liaison with Sales colleagues)
Implementation of SOP, Compliance and closure of audits non-
Handle assigned customer complaints in his / her service areas, within 24 hours & resolve complaint at earliest, as per the customer's convenience and update the Root Cause in iCABS to ensure proper ticket closure
Identify & resolve Service delivery issues in coordination with the Branch Manager
Conduct daily 10 min stand up meeting & monthly operations meeting
Be conversant with STP (Service Track Pest) and monitor, analyses visit extraction notes for all high infestation related service visits on daily basis & take action.
Digital Initiative: Be conversant with all in house systems.
Maintain Material consumption, Overtime Hrs. schedule at an agreed targeted level for the assigned service area and for technician
Train, Incentivise, Monitor, Engage) on the job coaching to create density of customers.
Minimum 18 customer visits per week for Resi & SA (Residential & Small Accounts segment heavy branch), includes, Customer complaints. Inventory: Help ABM/BM to manage Inventory – coordinate with other Ops colleagues
Ensure APL (Approved Preparations List) is followed by all assigned technicians & all chemical containers have original labels
Help Resolve any Grievances & IR issues of Technicians & bring to the notice of ABM/BM on day today basis
Report any deviation that could impact service quality or productivity of technicians like- over commitments, recommendation regarding night service (if it is not needed),covered area mismatch, etc
Any prior experience in operations of pest management or service industry is desirable.
Proficient in use of computer applications & systems with Excel, Word, PowerPoint (or its equivalent)
Attractive Base Salary
Group Mediclaim Insurance Policy

Travel Reimbursement
We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential.
.