Business Analyst

1. Deployment Management

o Objective: Ensure timely and effective deployment of security personnel at new client locations.

o Key Results:

Achieve a 100% successful deployment rate within agreed timelines.

Track and document deployment progress and resolve any issues within 24 hours.

Prepare and submit deployment reports bi-weekly.

o Activities

Will track all deployment for first 90 days, and will ensure sites stabilised (Shortages

Will coordinate all the stakeholders including clients for smooth deployment.

Will share weekly report on deployment (required, shortages, key issues pending, trainings, BGV, Billing, compliances).

Reports-weekly basis in the standard format to MD and copy to ZH and RH with the current status, plan of action, person responsible and Timeline.

Ensure uses of Tenon connect from client codes , to deployment.

2. Guard Shortage Management

o Objective: Track and address guard shortages for the top 25 clients and overall branch wise shortages.

o Key Results:

Maintain guard shortage levels below 2% for the top 25 clients and other clients.

No client losses due to shortages.

No penalties due to shortages.

o Activities Reporting

Tracking shortages branch wise , client wise (top 25 client shortages), sensitive clients, with plan of action and progress,

Have action plan from the RM/ZH for the reduction of shortages and track,

Submit plan to MD for the critical shortages and ensure its success.

Report on key clients shortages with MD on weekly basis along with progress, action plan and person responsible and timeline.

Complete shortages must be tracked through Technology, Tenon connect.

3. Penalty Management

o Objective: Minimize and manage penalties imposed by clients.

o Key Results:

Reduce client-imposed penalties by 50% compared to the previous year

Address and resolve penalty-related issues within 6 days of receipt by coordinating with clients, ZH, RM.

Analyse and report the causes of penalties and implement corrective measures.

There should not be a client with regular penalties and

o Activities and reporting

Monthly analysis of penalties as per accounts and penalties on weekly basis which has occurred, track them for resolution and resolve the same.

Any client with regular penalties need to touch bases with clients and team for reduction plan.

Weekly report on penalties imposed/communicated and plan of action to reduce and recover the penalties and closure of penalties.

4. Client Escalation Management

o Objective: Handle and resolve client escalation emails effectively.

o Key Results:

Achieve a resolution rate of 95% or higher for client escalations within 48 hours.

Maintain a detailed log of escalation cases and resolutions for future reference.

Follow up with clients to ensure satisfaction after resolution.

o Activities

Respond to clients on their communication after coordinating with action plan with the regional team on behalf of MD.

5. Operational Pulse Monitoring

o Objective: Monitor and assess the operational pulse to ensure high-quality service delivery.

o Key Results:

Conduct weekly pulse checks and generate reports on operational health.

Address operational issues and bottlenecks within 48 hours of detection.

Implement improvement initiatives based on pulse check findings.

o Activities and reporting

Track key operation matrix like shortages, deployments, penalties, clients escalation and shares weekly update with the MD along with the progress and plan of action.

o Misc

Approval in place for any deviation, however first option is to ensure there will not be any deviation, however n case, then ensure prior approval in