Cluster Head
- G4S
- 10 - 12 years
- Hyderabad
- 6 days ago
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Job Description
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
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
Area of Responsibility % time spent
Performance
Metrics
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
1 | Page
Job Description
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 customers needs and deliver the
right/customized solutions
- Build effective customer relationships, ensure customer
satisfaction and promote companys 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
2 | Page
Job Description
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
20% Attrition %
- Induction
completion %
- Training hours
for guards
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
10% 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
Key Competencies Required
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
3 | Page
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/ Masters 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
Job Classification
Industry: Law Enforcement / Security ServicesFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations - OtherEmployement Type: Walk-insContact Details:
Company: G4SLocation(s): Hyderabad
Keyskills: Security Operations Collection Management Team Management Client Relationship Management Pnl Management team Bad Debt
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