24 Hour Critical Service Manager

2 months ago

Randburg, South Africa Tracker South Africa Full time

Tracker requires the services of a Manager: 24HR Critical Service in the Critical Services Department at our Johannesburg Head Office. The incumbent will be responsible for full management of the 24HR critical services which include formulating policies, managing daily operations, as well as planning, directing and coordinating all operations. This role will also be responsible for improving performance, productivity, efficiency and relationships with stakeholders to ensure the delivery of the recovery rate through the implementation of fit for purpose methods and strategies. The role aims to successfully process all risk and impact events for customers within the specific SOP standards and initiate the appropriate actions in response to the events.

Key roles and responsibilities:

Customer Service Delivery:

- Responsible for the translation of the Critical Services strategy, and the formulation of tactical plans to successfully deliver on the organisational strategy for the 24HR Critical Services Centre.
- Respond to all risk events (activation procedures) as per agreed SLA.
- Identify and mitigate any risks which may prevent the function from achieving its strategic objectives.
- Responsible for the implementation of enhancements and system functionality to drive lower dependence upon external providers.
- Drive continuous improvements to the system in the aim of decreasing false positive events.
- Conduct root cause analyses on all complaints and implement preventative measures to avoid re-occurrence.
- Monitor the CX feedback process to ensure that the service delivery meets requirements.

Functional Delivery:

- Ensure that vehicle verifications and activations are effectively managed.
- Investigate non-adherence and change procedures to prevent re-occurrence.
- Ensure staff availability as defined by workforce planning requirements.
- Ensure staff are sufficiently trained to deliver a frictionless customer experience.
- Identify and document process gaps.
- Constantly ensure that SOPs are valid.
- Ensure the availability of staff to assist customers as per the implemented service level standards.
- Drive data integrity by ensuring the quality and accuracy of data capturing including voice calls.
- Ensure that response times and escalation procedures are followed as per the various agreed upon SLAs.
- Build effective partnerships with law enforcement liaison and response teams and oversee all related processes.
- Adhere to appropriate reporting standards that will assist the department in achieving its objectives.
- Maintain relationships with NAVICC.
- Maintain relationships with the vehicle crime industry.
- Prepare annual Opex and Capex budget for the function.
- Plan and develop functional annual budgets that align with the strategic objectives of the Critical Services department.
- Plan and execute cost reduction initiatives.
- Develop best practices for the achievement of functional financial goals.
- Manage monthly ad-hoc expenditure.
- Manage 3rd party service provider costs including staffing requirements in line with CPI yearly increase.

People Management:

- Build productive teams through staff selection, development, coaching, and motivating to levels of maximum staff potential.
- Ensure the successful management of staff according to company standards (appraisals, discipline, development, training, etc.).
- Empower staff coupled with appropriate accountability expectations and performance management initiatives.
- Manage with authenticity and integrity and live the Tracker values every day.
- Assist in employee recruitment, performance evaluation, promotion, retention, and termination activities.

Qualifications, experience and competencies required:

- Relevant diploma in the fields of Business Administration, Policing, Contact Centre Management, Business Management or a related field.
- Minimum 5 years in a managerial role in the private security/emergency services industry will be advantageous.
- Sound knowledge of Criminal Procedures Act (country specific).
- Statutory Requirements (PSIRA Grade B).
- Knowledge and understanding of geo-politics, especially within Africa.
- Analytical thinking and creativity.
- Good judgment and decision-making.
- Adaptable within a fast-paced environment.
- Empathetic and influential.
- Willing to travel from time to time.
- Have a valid driver's license.
- Strong interpersonal skills.
- Computer Literacy (MS Office, MS Outlook).

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