General Manager – Operations

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