The posting
Join the Global Leader, Right Here in Malaysia
For over 50 years, Rentokil Initial has been the brand Malaysians trust. We are the premier name in the pest control and hygiene services industry, dedicated to protecting people, enhancing lives, and preserving our planet.
We are looking for a results-driven, people-focused Branch Operations Manager (BOM) to lead our branch team, drive operational quality, and champion service delivery across the region. If you thrive on leading high-performing teams, optimizing daily operations, and making a real impact on customer satisfaction and safety every single day, this is your opportunity to build a rewarding career with an international market leader.
Position Summary
The Branch Operations Manager (BOM) is responsible for the overall operational performance of the branch and serves as the primary operational owner for daily service delivery.
Reporting directly to the Branch Manager, this role translates business strategies into operational execution by leading Service Managers and Supervisors to deliver safe, efficient, customer-focused, and profitable operations.
The BOM drives operational excellence through effective planning, KPI management, people leadership, operational governance, and continuous improvement while ensuring compliance with company policies and standards.
In this role you will be responsible for:
1. Operations Management
- Lead and oversee daily branch operations to ensure service commitments are delivered safely, efficiently, and on time.
- Manage manpower deployment, route optimisation, scheduling, and resource allocation.
- Coordinate operational activities across Service Managers and Service Supervisors.
- Monitor daily operational performance and resolve operational issues promptly.
- Ensure operational readiness to support business growth and customer requirements.
2. Operational Planning
- Develop weekly and monthly operational plans aligned with business priorities.
- Forecast manpower and operational resource requirements.
- Optimise technician deployment and route efficiency.
- Ensure sufficient operational capacity to meet customer commitments
3. KPI & Performance Management
- Drive achievement of branch operational KPIs including:
- Service Achievement (SOS)
- Customer Complaints
- Customer Retention
- Productivity
- Ghost Visit
- Repeat Call-Outs
- Technician Productivity
- Overtime Control
- Service Report Quality
- Conduct weekly and monthly operational performance reviews.
- Develop and monitor action plans to improve operational performance.
4. Customer Service Excellence
- Lead operational investigations and service recovery for customer complaints within delegated authority.
- Conduct Root Cause Analysis (RCA) for recurring operational issues.
- Implement Corrective and Preventive Actions (CAPA) to minimise recurrence.
- Support major customer escalations and recommend appropriate recovery plans.
- Partner with Sales and Customer Care to improve customer experience and retention.
5. People Leadership
- Lead, coach, and develop Service Managers and Service Supervisors.
- Build a high-performing and accountable operations culture.
- Conduct regular coaching sessions, field observations, and performance reviews.
- Identify development needs and implement coaching plans.
- Support recruitment, onboarding, succession planning, and employee engagement.
6. Service Quality & Compliance
- Ensure compliance with operational SOPs, treatment standards, and company policies.
- Monitor service quality through audits, inspections, and field coaching.
- Maintain accurate operational documentation and reporting.
- Drive operational consistency and service excellence across the branch.
7. Safety, Health & Environment (SHE)
- Ensure compliance with company SHE policies and statutory requirements.
- Lead investigations into incidents, near misses, and operational risks.
- Monitor PPE compliance, vehicle safety, chemical handling, and workplace safety.
- Ensure corrective actions from audits and investigations are implemented.
- Promote a proactive safety culture throughout the operations team.
8. Operational Governance
- Serve as the primary operational escalation point for branch operational matters.
- Ensure operational policies, procedures, and controls are consistently implemented.
- Monitor operational risks and compliance requirements.
- Ensure branch readiness for internal and external audits.
- Lead daily operational meetings, weekly KPI reviews, and monthly operational performance meetings.
9. Financial & Resource Management
- Monitor operational expenses including overtime, chemical consumption, and resource utilisation.
- Identify opportunities to improve productivity and operational efficiency.
- Ensure effective management of branch vehicles, equipment, warehouse, and inventory.
- Recommend cost improvement initiatives to the Branch Manager.
10. Continuous Improvement
- Identify opportunities to improve operational efficiency, productivity, and service quality.
- Lead process improvement and standardisation initiatives within branch operations.
- Promote digital tools and operational best practices.
- Share operational best practices across the branch.
11. Stakeholder Collaboration
- Work closely with Sales, Customer Care, SHE, HR, Finance, and other support functions to achieve branch operational objectives.
- Support operational discussions with customers when required.
- Foster effective communication and collaboration across departments.
Requirements
The ideal candidate will possess:
- Minimum a Bachelor Degree in any related field with at least 5 years relevant Service Management/ Supervisory experience
- Strong leadership qualities with planning, organizing and problem solving ability
- Able to work in dynamic and fast paced environment
- Excellent in promoting teamwork and synergize the team towards achieving service KPI
- Able to work autonomously and thrive on challenges
- Possess own vehicle, is a Malaysian or holds a relevant resident status
- Driven by data, analytical, able to develop team by managing their service activities and coach them accordingly
- Required valid driving license because driving is part of the job requirement for this designation
Highly Desirable:
- Diploma or Bachelor's Degree in Business Administration, Operations Management or a related discipline.
- Minimum 5 years of operations management experience within a service industry.
- At least 3 years of experience leading multiple operational teams.
- Experience in pest control, hygiene, facilities management, logistics, or technical service operations is an advantage.
- Proven experience managing operational KPIs and driving continuous improvement.
- Strong leadership and people management skills.
- Excellent operational planning and resource management abilities.
- Strong analytical and problem-solving skills.
- Experience conducting Root Cause Analysis (RCA) and implementing Corrective and Preventive Actions (CAPA).
- Good understanding of customer service and operational quality management.
- Proficient in Microsoft Office and operational reporting systems.
- Strong communication, coaching, and stakeholder management skills.
Benefits
- Attractive base salary
- Fixed Transportation Allowance
- Comprehensive Insurance Plans for Surgical & Hospitalization, Term Life and Personal Accident
- Out-patient & Specialist Coverage
- Dental & Optical Coverage
- Additional Retirement benefits
- Staff Purchase Plans
- Mobile Phone Subsidy and Smart work gadgets/ tools
Equal Opportunities
Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential.
Location:
Rentokil Initial (M) Sdn Bhd. No. 7 Jalan Utarid U5/13, Seksyen U5, 40150 Shah Alam
