Branch Head

Job Description
Department
Job Title
Operations Support
Cluster Head
Reports To (Title)
Zonal Head
Employees reporting to this position:
Functional (Solid Line)
Number: 2-7
Administrative (Dotted Line)
Number: 3
Roles: Rosterer, Collections Executive, Operations
Roles: HR, Finance, Store
Manager
Job Summary
To provide overall leadership for the cluster and ensure effective service delivery by managing:
● Profitability of cluster operations and assuming P&L responsibility
● Delivery of high quality service to customers and ensuring effective operations
● Health & safety and leadership for all branch functions
Job Responsibilities and Accountabilities
Performance
Metrics
Area of Responsibility
% time spent
Operations Management
25%
● No. of Quality
incidents
● Quality audit
reports
● Formulate & implement cluster strategy linked with Hub
strategy
● Directly accountable for planning and organizing branch
operations
● Client
satisfaction
score
● Ensure proper start-up of new assignments
● Manage guard sourcing in terms of scouting, referrals and
walk-ins
● Ensure proper deployment, rostering & attendance of guards
● Ensure proper supervision, patrolling & review in terms of day
& night checks
● Conduct security audits of large assignments periodically
● Forecast, procure and distribute uniforms and office
equipment under clearance from the respective Hub Heads
● Maintain consistent, complaint free, high quality service levels
● Support and facilitate implementation of corporate projects
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Job Description
Business Performance Goal ( Revenue , Collections ,
Margin Improvement )
25%
● Meeting
Budget targets
● Revenue
growth %
● Profitability %
● Collection%
● Price Increase
%
Revenue Growth
● To grow higher than the industry growth by having Get & Grow
and achieve the revenue goals.
Collections
● Develop the strategy and plan to ensure achievement of Price
Increase, Collection and Bad Debts.
● Gap analysis in invoicing and collections.
Price Increase
● Timely communication with customer and related
stakeholders.
● Agreement to pay / timely billing with customer
● Variance analysis of actual vs budget.
● Timely termination of customer in case of non agreement or
delay in decision of price increase.
Bad Debt
● Understanding the bad debt reasons and devising the strategy
in recovering the same.
● Do the analysis and take the necessary course of action.
● Focus on collections and reduce the Gaps
.
Margin Improvement
● Understand the contract.
● Knowing the gaps in contract and closing the gaps with
customers.
● Knowing the payout to employees and authorities.
● Reconciliation - correction for gaps between billed & paid.
● Asking customers to increase the management fee on various
value addition and solving customer problems.
Client Relationship Management
20%
● Client
Retention %
● Customer
Termination –
value &
● Strive to understand customer’s needs and deliver the
right/customized solutions
● 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 client queries and concerns promptly
number
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Job Description
Leadership & IR
20%
● Attrition %
● Induction
With support from Branch HR Team:
completion %
● Training hours
for guards
● Prepare manpower budget as per business requirements
● Recruit adequate number of quality direct manpower in
accordance with business requirements
● Ensure all new recruits in direct and indirect category attend
basic course and no one is deployed without successful
completion of basic course
● Ensure timely completion of joining formalities for new recruits,
and their timely deployment
● Ensure development of Direct staff through refresher and
other relevant training programmes
● Ensure maintenance of attendance, leave, overtime records
etc.
● Ensure correct wages computation of direct staff
● Ensure timely payment of wages and other dues
● Ensure disciplinary action is taken wherever required
● Ensure speedy redressal of grievances through regular
interaction, counselling and appropriate administrative
measures
Ensure implementation of HR & Training policies
Health & Safety
10%
● No of Health &
Safety
Incidents
● Health &
Safety
Compliance %
With support from Health & Safety:
● Ensure observance to highest standards of G4S Health &
Safety norms in all areas of work
● Promote awareness within the team on safe working
procedures
● Contribute to development of safe work procedures
Key Relationships
Internal
External
●
●
●
●
Hub Head
●
●
Clients
External Partners – vendors, unions
Branch Finance and HR teams
Key/Core sales team
Health & Safety team
Key Competencies Required
Core Competencies
Functional competencies
Strategic Orientation
Results Orientation
● Set Stretch Targets
● Planning & Organizing
● Performance Monitoring
● Resilience
●
●
●
Business Acumen
Financial Orientation
Long Term Focus
Customer Focus
● Listen & Respond
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Job Description
● Ownership
Engaging and Developing People
● Training
● Engaging Team
Leading with Integrity
● Respect & Integrity
● Fostering Collaboration
Qualification and Experience Required
Qualification
Minimum: Graduation / Diploma (if very relevant
industry experience)
Desired: MBA/ Master’s degree or equivalent
Relevant Experience
● Minimum 8-10 years of overall experience
● Minimum 2-3 years of experience in a service industry with large distributed operations (e.g.
retail, insurance, logistics)
● Experience of independently managing a 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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