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General Manager – Operations

Location: Bengaluru & Gurugram

Job Responsibilities:

Business Performance

  • Ensure achievement of region's profitability targets & Revenue targets
  • Ensure achievement of financial targets of the branch & region including collections and price increase
  • Accountable for growth and retention of key and core accounts
  • Conduct receivables analysis and initiate cancellation of nonpaying 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
  • Recommend approval of bills for direct reporting staff
  • Reconcile man hours, paid vs. bills outstanding based on actuals

Operations Management

  • Strategic planning to monitor the risk/ threat prospective of various high value clients
  • Directly accountable for planning and organizing branch operations
  • Ensure proper commencement of new assignments
  • Monitoring of quality management in operations
  • Review & survey of all A+ sites and review of security arrangement
  • Monitoring feedback/scorecard received from clients
  • Review investigation & incident reporting

Client Relationship Management

  • Strive to understand customer's needs and deliver the right/customized solution
  • 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 customer's queries and concerns promptly

Leadership & HR

  • Monitor roster to ensure no abnormal entries & have internal control on preparation & distribution of wages
  • Monitor & review grievances handling procedure
  • Monitor personnel & HR matters
  • Ensure adherence to quality policy statement
  • Review performance of the various teams
  • Ensure implementation of HR & training policies

Health & Safety

  • Ensure observance to highest standards of Securitas health & safety norms in all areas of work
  • Promote awareness within the team on safe working procedures
  • Contribute to development of safe work procedures

Desired Candidate Profile:

  • Graduation/Diploma 
  • MBA/Master’s degree or equivalent is advantageous 
  • Minimum 10-15 years of overall experience in service industry with large, distributed operations (e.g., Security, Facility, Logistics, Manpower, Retail)
  • Experience in managing 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
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