G4S - General Manager Operations ( 8-10 yrs )

Key Skills Team ManagementBranch OperationsOperations **Job Description** Role \& responsibilities 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 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. Client Relationship Management * Strive to understand customers needs and deliver the right/customized solutions * Build effective customer relationships, ensure customer satisfaction and promote companys 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 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 **Qualifications** Any Graduate \- Any Specialization **Company Description** Founded in 1989, G4S India is the leading security solutions group in the country. The company today has more than 160,000 employees with a strong network of over 200 branches and regional offices spread throughout India.