Head Critical Services

**Listing reference**: track_001230

**Listing status**: Online

**Position summary**:
**Industry**:IT & Internet**Job category**:Operations Management**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**:
Tracker requires the services of a talented and experienced Head: Critical Services to focus on developing, implementing and reviewing the Critical Services strategy in order to ensure that the approved strategic objectives are achieved for Tracker within the stipulated timeframes. The successful incumbent will direct and influence complex stakeholder engagements at senior management level. This role includes relevant media engagements coupled with providing operational capacity to manage Tracker’s recovery rate and exceed the required customer service delivery standards of Tracker.

**Job description**:
**Strategy Formulation**
- Responsible for the creation of a strategy to guide the Critical Services department as determined by the strategic objectives.
- Responsible for the communication and implementation of a business plan that will enable the achievement of the departmental strategy for Critical Services.
- Ensure alignment of the strategic goals for the Critical Services department with Tracker business stakeholders

**Operational Services Delivery**
- Responsible for delivering a high quality and cost-effective recovery service which is measured and monitored according to quality and performance standards.
- Responsible for designing processes and systems to deal with all risk events in an efficient and professional manner and measuring and monitoring these according to quality and performance standards.
- Establish quality and performance standards for the Critical Services department and measure adherence to them continuously.
- Anticipate and respond to product changes or issues that may arise.
- Design a 24HR Critical Services Operations Centre strategy
- Define appropriate reporting and information that will assist the department in achieving its objectives

**Stakeholder Engagement**
- Responsible for managing senior level relationships directly to ensure mutually beneficial working conditions across Tracker’s executive functions.
- Successfully navigate the complexities of changing conditions as they relate to key partners
- Provide for the creation and maintenance of mutually beneficial relationships with all relevant external stakeholders by ensuring that all partner obligations are met, and expectations exceeded.
- Identify appropriate partners to ensure that the operational deployment of Tracker’s technology to deliver market leading recovery rate.
- Build effective partnerships with law enforcement liaison and response teams and oversee all related processes.

**Financial Management**
- Cultivate financial management practices across the department geared towards optimising the effective use of assets
- Responsible for continuously scanning the environment for potential opportunities to grow the Tracker business in line with stakeholder expectations.
- Prepare, complete and optimize budget for the Critical Services department that enables the achievement of the strategy
- Responsible for the achievement of all financial targets and goals for the Critical Services department
- Ensure adherence to financial authorities contained in the Delegation of Authority

**People Management**
- Responsible for the implementation of strategic targets, performance management, and the cascading of performance objectives in order to drive operational success.
- Responsible for setting an example for staff by living the values and culture of Tracker
- Maintain a continuous focus on improving overall productivity and performance throughout the Critical Services department
- Responsible for setting efficient performance management standards in line with Tracker’s performance management framework
- Responsible for creating an environment where staff are developed, engaged and successfully retained

**Compliance and Risk Management**
- Proactively engage with relevant stakeholders concerning business ventures and to provide input and guidance on operational compliance and risk management requirements.
- Ensure that proper due diligence is rendered and that the appropriate process is followed when new and existing ventures are being considered insofar as operational compliance and risk management is concerned.
- Responsible for ensuring that the Critical Services department acts in accordance with all relevant regulatory, statutory and company policies and requirements at all times.
- Develop appropriate standards, policies and procedures to govern departmental activities

**Minimum requirements**:
**Qualifications and Experience**:

- Degree in Operations Management or Business Management (Management Development Programme will be advantageous)
- Minimum 5 - 8 years operational management experience (security and/or defence industry will be adv