Operation Manager

4 weeks ago

Ho Chi Minh City, Vietnam Rentokil Initial Full time

Achieve or exceed the annual budgeted profit & growth and customer satisfaction through proper management and assessment of branch employees in a manner constent with the local country business plan.
- Participate in developing, implementing and evaluating branch plans, work processes, systems and procedures to achieve or exceed monthly and annual goals, objectives and work standards.
- Staffs and directs the branch team and provides leadership towards the achievement of maximum profitability and growth in line with the branch and company vision and values
- Plan, manage, control, integrate and evaluate the sales and service activities of assigned branch.
- Ensure ‘State Of Service’ and customer satisfaction levels are within agreed Rentokil Initial guidelines.
- Handle difficult or sensitive customer issues, requests and complaints and acts to promptly resolve and address these issues by providing outstanding Customer Service (OCS) through understanding, meeting, and exceeding customer’s expectations in every interaction by responding to customers within two hours to agree actions for any query and to take actions within 24 hours
- Review and monitor daily service activities and operations (e.g. route technician productivity, cancellations, "no service" accounts, trouble calls, termite repair work and etc) to ensure highly efficient, effective service results that are meeting and exceeding customers’ expectations in every interaction.
- Provide expertise, guidance, support and assistance to field staff in day-to-day services and to customer support and customer service staff in ongoing customer sales and interactions.
- Contact "cancellation" accounts to determine reason for cancellation and, as appropriate, to persuade the customer to return to service.
- Encourage communication, teamwork and consensus among branch team and fosters teamwork between branch and staffs.
- Provides leadership and works to develop and retain highly competent, team and customer-service oriented staff through selection, training and day-to-day management practices which support the Company's values
- Regularly monitor performance and provide coaching for performance improvement and development of assigned staff.
- Conduct periodic progress reviews of all staff and to make recommendations to HR for further developments / promotion / appreciations etc.
- Maintain a high level of morale amongst the assigned staff at branch by setting examples for the team in areas of personal character, commitment, organizational and skills, and work habits.
- Ensure a high level of competence in the required skills amongst service and clerical staff by providing continuing training and practical assistance & guidance in the field.
- Assist in ensuring that branch team members comply with safety and other applicable policies and procedures and laws, rules and regulations:

- Interpret and enforce applicable Company policies, procedures and practices for assigned staff and, as necessary, makes recommendations to management for improvement in these areas. Regularly communicates, interprets and enforces policies and procedures. Ensuring that staffs have a full understanding of the Company’s objectives and policies.
- Ensure the proper use, maintenance and security of the Company’s premises, vehicles equipment, stock of chemicals, hardware, monies and other property at Branch.
- As assigned, schedules appropriate preventive maintenance checks and inspections for vehicles, equipment and tools.
- Be responsible to manage the risk of fraud and to assist the Group in the prevention, detection and investigation of fraud. It is your duty to raise the level of fraud awareness in your daily business function and to obtain management's support in addressing key issues identified.
- Advise your immediate superiors of any changes in the Branch which may significantly affect the Company’s business in any way.
- Advise your immediate superiors immediately of any situation which may give rise to litigation.
- Develop and put forward ideas to your immediate superiors which may improve the conduct of our business.
- Maintain friendly and co-operative relations with managers within the Division, and those of other divisions within the Company.
- Recognize the need for, and to take action, to improve your own competence in Management by way of private study, membership of suitable associations and attendance at courses.
- Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
- Recruit, test, and hire staff based on criteria agreed upon by senior management.
- Attend to other duties as may be assigned to you from time to time.

**Requirements**:

- Bachelors degree in Business or related field; or equivalent experience
- 2+ yrs experience in B2B sales
- 2+ yrs experience Leadership, preferably in the staffing industry
- 2+ yrs experience in P&L management and Collections

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