Job Description

Rentokil Initial:

We are looking for a motivated, dynamic Senior Branch 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 \xe2\x80\x93 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 \xe2\x80\x93 Supports in managing the effective collection of debtors for the business in line with the agreed targets and timeframes
• Customer Service \xe2\x80\x93 Understand the needs of customers and meet them through the effective implementation of the RI Customer Service standards and procedures
• Environmental Health & Safety \xe2\x80\x93 Manage the branch operations in accordance with the Corporate EH&S Policy
• Reporting & Controls \xe2\x80\x93 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\xe2\x80\x99s for the branch and report the progress towards achievement as outlined in the Branch Reporting Guidelines and Reporting Pack
• Store and Stocks Management \xe2\x80\x93 Supports in ensuring the store in the branch is being managed and controlled efficiently (inclusive of used EFR)
• Merger and Acquisition \xe2\x80\x93 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 oral amongst the staffs under the reporting lines
• Ensure that staffs have a full understanding of the Company\'s objectives and policies
• To consult 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
• Recognise 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 (inter-dependency)
• Maintain team spirit and motivation \xe2\x80\x93 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\xe2\x80\x99s 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

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

Merger and Acquisition

• To be part of the project team to integrate the acquired business with a smooth transition into Rentokil Initial 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

Rewards and 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

You will be welcomed into a friendly, robust and competitive team that are highly motivated and focused on achieving goals and results. You will be given full product training, with hands on assistance from the Service Team.

So, what are you waiting for? Come, let\xe2\x80\x99s join our team by APPLYING NOW

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.

Address:

Rentokil Initial (M) Sdn Bhd. No. 7 Jalan Utarid U5/13, Seksyen U5, 40150 Shah Alam

Rentokil Initial