Vinay Tripathi Vinay Tripathi Mobile: +9763369415 Mobile: +9763369415 E-Mail: vinay_tiwari83@yahoo.co.in E-Mail: vinay_tiwari83@yahoo.co.in

Seeking a managerial assignment with a growth oriented organisation.

PROFESSIONAL SYNOPSIS A dynamic professional with 8 years of experience in Handling Branch Operations and Service Delivery to Key

Accounts. Presently associated with Rentokil India Pvt Ltd. (3rd Largest Company Globally in pest control

services), as Branch Operation Manager (Pune). Led a housekeeping team of 72 members at ISS hi care at terminal 3 Delhi airport & responsible for

housekeeping, maintenance & facade cleaning activities. Expertise in managing operations with key focus on top line profitability by ensuring optimal utilisation of

resources. Proven skills in leading teams to work in sync with the corporate objectives & motivating them for achieving business and individual goals.

Leading a very large team of operations. Well versed with MS-Office, Windows.

CORE COMPETENCIES

Strategy Planning & Management

Establishing short / long term budgets in tune with the corporate strategies for achieving business targets. Planning, forecasting and assessing the revenue potential in business opportunities. Analysing & reviewing the market response / requirements and communicating the same to sales teams for

accomplishment of the business goals.

Operation Management

Setting up and managing profit centre operations with a view to achieve business objectives and ensure top line and bottom line profitability. Following SOPs & service manuals to deliver common goals.

Providing sales support via coordination on order execution, prioritizing the dispatches, collection of payments, and handling routine matters.

Supply Chain Management (Vendor Development)

Responsible for demand forecasting & managing inventory pipeline, ensuring optimum inventory levels with franchisee / distributors to ensure timely deliveries to the customers.

Coordinating with transporters, C&F Agents and other external agencies to achieve seamless and cost-effective movement of consignment, ensuring timely deliveries.

Renewal / Referral / Retention Ensure Renewal / Retention target is achieved and 100% database is converted into business through calls,

letters, SMS’s, mails and visits. Motivate team for generating referrals though proper services, calling executives, letters, visits and coupons.

Team Management Leading, mentoring, training & monitoring the performance of team members to ensure efficiency in process

operations and meeting of individual & group targets. Creating and sustaining a dynamic environment that fosters development opportunities and motivates high

performance amongst team members.

Technical Training & Certification Training to the Service delivery Operatives, Customer Care Officer and Sales Personals of the branch for the

best of service delivery as per SOP downloaded by the company. Sales force equally requires training for the business growth.

After the technical training (Classroom training/ On field and Off Field), a process of Certification starts which include assessment on field/off field followed by written test and viva voice. And finally, issuance of certificate.

We had open Ist branch in pune from Rentokil initial

ORGANISATIONAL EXPERIENCE

Since May’12 with Rentokil India Pvt Ltd as Branch Operation manager

Key Responsibilities-

SOS - Handling service delivery for Pune as well upcountry like Ranjangaon, Baramati, Kurkumbh. SHE- Drive SRA (Site risk assessment)policy & implementation of SHE golden rules ER issues – HR guidelines implementation & recruitment of technician, supervisiors & Field biologist. Service colleague retention - celebrating together, activities, accountability and resolving issues immediately in a

parental approach will help retain key team players. Building accountability at supervisory and technician level Focus on increasing yield per customer - Continue density building strategy - up sell and cross selling. Execute

Gardening Initiatives. Target low price customers for API and invest in customer care price up conversation skills. Improve service efficiency- Embed service tracker KPI's and iCABs performance management reports and reviews

(service management+).Develop planning and scheduling capability utilising technician diaries, use iCABs V5 functionality. Technician development through focusing FLM on value adding activities. Monthly review actual time sold v actual time on site averaged from last 3 services for Pest Control. Monthly review levels of site based technicians being sold.

Deliver India Revenue Target-Focus on density building to deliver profitable revenue growth in South India. Ensure both Operations and Customer Care functions record required data to coordinate competitor attack strategy. Increase number of sales leads submitted by Service Technicians to 1 lead/Tech/month and Field Biologists per month Increase number of sales leads submitted by Service Technicians and Field Biologists per month and measure conversion monthly. Use ICABS to track Service Technician service lead delivery - track volumes and hit rate monthly. Transparency and feedback on lead status with Service Technicians and Field Biologists weekly.

Improve stock and supply chain management- Maximize use of Nav IMS.Implement effective stock take and stock control procedures. Reduce material usage as a percentage of revenue in all countries. Through tight APL control ensure the right product for the right job. Develop and roll out branch stock and supply chain model based on 3 months sales rolling forecast. Address stock shrinkage issues. Reduce material usage as a percentage of revenue.

Improve NKA DSO performance- Track NKA cash collection weekly Track portfolio conversion rates - minimum conversion rate of 96%.Improve service docket and supporting docket collection. Continue to drive usage of On guard and improve collection processes and tracking.

Deliver Asia LTAR & WDLR Targets- Management SHE Observation Tour (MSOT) at least once every month to engage with frontline colleagues on SHE, and gauging frontline colleague’s behaviours against SHE Golden Rules and other standards as indicated in the MSOT Report, Comply with SHE Golden Rules to set good examples for other colleagues, while travelling at work, visiting external parties, or in RI premises, wear seat belts in vehicles, wear high visibility vests and no use of hand phone in areas with moving vehicle risks, use designated walk path in RI premises or customers’ premises.

Deliver India Gross Sales Target- Continue to roll out WTP at branch level on priority sectors & build density – monthly review. Focus on increasing leads per service technician and web enquiries - track volumes and hit rate monthly. Drive targeted density selling and up-selling to existing customers in all major IT parks and industrial zones.

Deliver Customer Retention, CVC & SOS Targets- Build relationship with MA’s like JLL,Sodexo,Knight Frank,C&W,CBRE and implement best practices on Key Account Management for NKA, SKA and BKA. Increase visibility with MA’s and KA’s through Newsletters, Branding and Bundling. Identify and review accounts in jeopardy weekly and reduce the exposure through timely actions. Support roll out service specific technical training using the route 1 model to strengthen technical sales

From Jan 2008 to April 2012 with Godrej HiCare Ltd (Now ISS HiCare Pvt. Ltd)

Growth Path

Jan’08 – July’09 - As Customer Care Officer (Bangalore & Delhi)Aug’10 to Dec 2011 - As a JTO (South Delhi Branch)Jan 11 to April 2012 - As a Portfolio Manager & Project Head for Terminal 3 South Delhi

Key Deliverables

As operations and costing manager-South Delhi

I was leading a team of 7 Customer Care Officers, 3 Coach and 65 Service Delivery Operatives. Guide in scheduling & time management and assistance in case of problems, both through direct intervention and monitoring.

Property management-

Review pending Service Requests and “Make Readies” and provide direction to maintenance staff as required so the work is completed. ƒ

Coordinate with Maintenance to order supplies as needed to complete Make Readies and routine work orders. Walk and “sparkle” vacant units weekly and make sure they are in “rent ready” condition. Prepare and display move-in gift and move-in packets once units are ready. ƒ

Schedule all turnover functions, and check completed work to make sure the work is completed in a satisfactory manner. Follow-up with vendors as needed. ƒ

Utilize system to check out individual unit key(s) to vendors and have them sign key log to document they have keys. (Master keys are not to be handed to any vendor or contractor)

Schedule and complete joint move-out inspections and related paperwork to determine any charges that need to be assessed to the vacating resident and process move-out paperwork. ƒ

Walk and drive the property multiple times per week to ensure positive curb appeal. Check to make sure the grounds and common areas are free from trash and debris. Write service requests to complete work as identified. ƒ

Utilize temporary grounds help when needed. Provide direction for the work to be completed and follow-up as needed. ƒ

Write Service Requests for maintenance repairs received from residents and/or others. Follow-up with a telephone call to the resident to make sure work was completed to their satisfaction.

Coordinate and schedule Preventive Maintenance – prepare schedule, notify residents, assign to Maintenance staff utilizing service request and/or checklist system. ƒ

Coordinate pest control/termite treatments. ƒ Solicit bids for turnover functions including interior painting, apartment and carpet cleaning and utilize

competitive vendors. Check references for any new vendors or contractors.

Office Operations

Provide direction and coordinate daily workflow for office and maintenance employees. Utilize On-site Calendar that is provided each month as a primary tool for tasks that are to be completed

during the month. Deliver all resident notices and make sure all are delivered prior to the end of each day. Review, approve and process invoices daily and submit to Supervisor for timely payment processing. Enter

replacement items in Skyline Unit Inventory. ƒ Check voice mail, faxes and email throughout the day and respond as needed. ƒ Complete Weekly Reports, Tax-Credit Set-Aside Monitoring and other reports as required. Review monthly financial statements and budget variances and complete Monthly Financial Reports. ƒ Participate in the completion of the annual budget and the Budget Recap/Summary and the Year-end

Property Report. ƒ Prepare monthly staff schedule. Review Vacation and /or Absence Requests and similar personnel

functions with Supervisor to ensure adequate staffing. Approve bi-weekly payroll and submit to Supervisor. ƒ

Plan and schedule training of employees including new employee training, cross-training and procedural training as identified.

Looking after company managed Branch, training people, handling material, system, process, and Monthly reviews of subordinates, Proper Incentive Flow of Employees based on Achievement and Employee care & Concern.

Set up business processes pertaining to quality, people management, finance and revenues, materials and equipment tracking etc at the branch.

Ensuring credit policy of the company is being followed in all the business delivered. Conduct internal audit at the branch to ensure that all business processes at the branch are followed as per directions.

Ensure that the branch is servicing all the business that is generated as per SLAs and processes. Organize different motivational Programs like Cricket Match for NCR – Team Building.

Worked on some Improvement Projects and taken initiatives, which was very much Appreciated by the Top Management :

- Complaint Reduction Management.- Heap Scheduling for best utilization of resources.- Key Account Profitability- Costing Sheet for Key Accounts- Earlier managing and leading the project of the service delivery at Indira Gandhi International Airport T3, New

Delhi and FCO Project as additional responsibility – the biggest project in our vertical so far. Awarded “KAMAL KI TEAM” for best team Management at Airport.

QUALIFICATIONS- MBA from IBME General Management and marketing

- Graduate in Biotechnology (Hons.) from Bangalore University.

PERSONAL DETAILS

Father’s Name : Mr. Sub hash Tripathi Date of Birth : 1st May1981 Present Address : Jai ganesh vision 315/316 akrudi pune 35 Permanent Address : Vill - Kakarahi P.O - Rampur Kalan Distt – Varanasi, U.P Nationality : Indian Marital Status : Married

(Vinay Tripathi)