Manager Operation

Department 

Operations Support

Job Title 

Cluster Head

Reports To (Title) 

Zonal Head

Employees reporting to this position:

Functional (Solid Line) 

Administrative (Dotted Line)

Number: 2-7 

Roles: Rosterer, Collections Executive, Operations Manager

Number: 3 

Roles: HR, Finance, Store

Operations Management 

● Formulate & implement cluster strategy linked with Hub strategy 

● Directly accountable for planning and organizing branch operations 

● 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

25% 

● No. of Quality incidents 

● Quality audit 

reports 

● Client 

satisfaction 

score

Business Performance Goal ( Revenue , Collections , Margin Improvement ) 

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.

25% 

● Meeting 

Budget targets ● Revenue 

growth % 

● Profitability % ● Collection% 

● Price Increase %

Client Relationship Management 

● 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

20% 

● Client 

Retention % 

● Customer 

Termination – 

value & 

number

Leadership & IR 

With support from Branch HR Team: 

● 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 

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

20% 

10% 

● Attrition % 

● Induction 

completion % 

● Training hours for guards 

● No of Health & Safety 

Incidents 

● Health & 

Safety 

Compliance %

Key Relationships

Internal 

● Hub Head 

● Branch Finance and HR teams ● Key/Core sales team 

● Health & Safety team

External 

● Clients 

● External Partners – vendors, unions

Core Competencies 

Results Orientation 

● Set Stretch Targets 

● Planning & Organizing 

● Performance Monitoring 

● Resilience 

Customer Focus 

● Listen & Respond

Functional competencies 

Strategic Orientation 

● Business Acumen 

● Financial Orientation 

● Long Term Focus

● 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