Job Summary: To provide overall leadership for the Branch and ensure effective service delivery by managing: 1. Profitability of Branch operations and assuming P&L responsibility 2. Delivery of high quality service to customers and ensuring effective operations 3. Health & safety and leadership for all branch functions Job Responsibilities: Operations Management : - Formulate & implement Branch 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 Business Performance - Ensure achievement of branch profitability targets - Ensure achievement of branch revenue targets - Ensure achievement of financial targets of the branch including collections and price increase - Accountable for growth and retention of Key and Core Accounts - Conduct receivables analysis and initiate cancellation of non-paying clients - Monitor and control expenditure and overheads of the branch - Ensure proper maintenance of accounts of the branch - Ensure timely & accurate submission of monthly MIS to Hub - Recommend approval of bills for direct reporting staff - Reconcile man hours, paid vs. bills outstanding based on actuals Client Relationship Manager - 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 properly
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