Job Description

We strive to protect people and enhance lives, for example by controlling pests, improving hygiene and improving interior spaces with plants and scenting. We are experts in the fields we operate in, investing in training, science, innovation and tech We strive to protect people and enhance lives, for example by controlling pests, improving hygiene and improving interior spaces with plants and scenting. We are experts in the fields we operate in, investing in training, science, innovation and technology. Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues. We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world. Find out more on careers.rentokil-initial.com Our family of businesses: Rentokil Pest Control is the world's leading commercial pest control company, operating in 70 countries and ranked in the top 3 in 65 of those countries. Ranking in the top 3 in 38 of the 44 countries we operate in, Initial Hygiene is the market leader who provides quality, diligent and friendly services to all customers. In France, Initial Workwear specialises in the supply and laundering of workwear, garments and protective uniforms and equipment focussing on top quality products and services. Our plant business Ambius is seen as the expert in interior and exterior 'landscaping' operating across the US, Europe, Asia & Pacific Steritech Brand Protection by Rentokil Initial is an industry leader and pioneer, providing innovative solutions that help customers to mitigate risks and drive business growth. We also have specialist businesses such as Medical Services, Specialist Hygiene and Property Care, which lead their respective fields. Across all of our operations globally, we have a positive reputation amongst our customers for our knowledge and integrity. We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in country. We are looking for a motivated, dynamic Branch Operations Manager to achieve the annual budgeted profit and growth for the branch through the effective implementation of agreed strategies and plans for customer service, customer care and the branch effectiveness through proper management of branch employees and assets in a manner consistent with the local country business plan. To help you to achieve this, we will provide you with a competitive base salary, contractual bonus and career opportunities. You will also be given full product training, with hands on assistance from the Service team. In this role you will be responsible for: I. GENERAL OBJECTIVES OF THE JOB Customer Management - Support in developing and implementing the customer management capability of the branch to meet the needs and expectations of the business and its customers Administration - Ensure all required reports and returns are managed on-time and prepared accurately and in line with the business requirements Care of Assets - Manage the assets of the business in accordance with policy Credit Management - Supports in managing the effective collection of debtors for the business in line with the agreed targets and timeframes Customer Service - Understand the needs of customers and meet them through the effective implementation of the RI Customer Service standards and procedures Environmental Health & Safety - Manage the branch operations in accordance with the Corporate EH&S Policy Reporting & Controls - Supports in reporting the business accurately and ensure all funds are managed, transparent and controlled in accordance with company requirements Cost Control - Supports in managing the costs of the branch both in line with the agreed budget guideline KPI Management - Strive to achieve the agreed KPI's for the branch and report the progress towards achievement as outlined in the Branch Reporting Guidelines and Reporting Pack Store and Stocks Management - Supports in ensuring the store in the branch is being managed and controlled efficiently (inclusive of used EFR) Merger and Acquisition - supports in the integration of any acquired company into RI Limits of Authority - Ensure the Authority Schedule is adhered to and permissions followed II. EXPECTED WORK Turnover Generation As a Leadership team member, it is expected that the Branch Operations Manager participate actively in the formulation of the Operation strategy Support in meeting branch revenue target Customer Management Assist in the preparation of the branch income & expenditure budgets To support in driving the customer retention process amongst the branch people to ensure Customer Care is a shared and valued principle across the business. Where significant success is achieved in any aspect of customer management, share this practice and experience with senior management, so as to facilitate the transfer of best practice across the business. Supports in reducing the CVC complaint call related top 3 KPI by agreed target & managing to meet customer retention performance target Administration Supports in ensuring all required returns and reports to the Head Office are prepared accurately, and dispatched promptly Supports in ensuring the administration staff are fully supporting both the Customer Contact Strategies agreed for the branch, along with full support for the Customer and Service Teams in the execution of outstanding customer service. People Management To select and recruit the agreed numbers of Service staff to fulfill the current and planned future contractual obligations of the Branch. To maintain a high level of moral amongst the staffs under the reporting lines. Ensure that staffs have a full understanding of the Company's objectives and policies. To conduct periodic progress reviews of all staff and to make recommendations to the Branch Manager for promotion. To ensure a high level of competence in the required skills amongst customer development, service and clerical staff by providing continuing training and practical assistance & guidance in the field. Conduct regular meetings with team members to cascade and discuss corporate plans and strategies and agree the tactical implementation of the branch team to fulfill those plans. To be accountable to the number of people as resources budgeted 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 Lead Team Performance Manage communication between team, share best practice (interdependency) Maintain team spirit and motivation - use healthy competition Set, monitor and achieve branch target Use training tool initiative corrective actions Develop Performance Recruit and induct the right people Coach and develop the Operations team (OJT and class room) Drive and reward superior performance Improve productivity, create feedback and learning culture Be accountable for training and development needs Risk Management Supports 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, or result in litigation either with customers or within the business. Develop and put forward ideas to your immediate superiors which may improve the conduct of our business. Applies RI Code of Business Principal internally & externally when representing Rentokil Initial Reporting & Controls To ensure accuracy of reporting and forecasting To ensure proper control of reporting in the branch To ensure transparency in the reporting and control Cost Control To support in ensuring profitability measurement in the branch budget To support in ensuring financial accountability KPI Management SOS Roll out of service tracker and conduct performance review weekly, bi-weekly or monthly AOP priorities using service tracker and branch KPI report Customer Retention Portfolio growth Implementation of segmentation APBITA DSO Net Gain To support in ensuring the store are tidy and clean at all time To support in ensuring accuracy of stocks in the branch To support in ensuring all Used EFR properly maintain, stored and refurbish for next installation use To support in ensuring 5S standard in place To support in reducing inventory aging and total stock value (total cost) as set in AOP To be part of the project team to integrate the acquired business with a smooth transition into RI business Store and Stock Management To support in ensuring the store are tidy and clean at all time To support in ensuring accuracy of stocks in the branch To support in ensuring all Used EFR properly maintain, stored and refurbish for next installation use To support in ensuring 5S standard in place To support in reducing inventory aging and total stock value (total cost) as set in AOP To be part of the project team to integrate the acquired business with a smooth transition into RI business Merger and Acquisition To be part of the project team to integrate the acquired business with a smooth transition into RI business Requirements The ideal candidate will possess: Diploma or Degree in Business Admin / Engineering / Social Science or related discipline Minimum 5 year working experience in managing service, operations and customer management experience, prior Branch Operations Manager experience Excellent in both spoken and written English and BM, as well as Mandarin will be an added advantage Excellent interpersonal and leadership skills Good planning and organisational skills with attention to details Ability to priorities tasks with effective time management Plan, manage, coach and develop team members Ability to achieve job KPI Versatility to build rapport with people at all levels Commercially focused acumen Able to handle timelines without affecting quality of work Strong analytical and problem solving skills Strong in Microsoft Office, particularly Word, Powerpoint and Excel Required valid driving license because driving is part of the job requirement for this designation Possess own vehicle, is a Malaysian or holds a relevant resident status Highly Desirable: Plan, manage, coach and develop team members Ability to achieve job KPI Versatility to build rapport with people at all levels Commercially focused acumen Benefits Attractive base salary Comprehensive Insurance Plans for Surgical & Hospitalization, Term Life and Personal Accident Out-patient & Specialist Coverage Dental & Optical Coverage Additional Retirement benefits Staff Purchase Plans Equal Opportunities Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential. Location: Rentokil Initial (M) Sdn Bhd. No. 7 Jalan Utarid U5/13, Seksyen U5, 40150 Shah