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…