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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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