Regional Service Lead

1 week ago

Cape Town, Western Cape, South Africa EBUTSI HOLDINGS Full time R80 000 - R120 000 per year

Key Responsibilities

1. Regional Operations Oversight

  • Oversee daily service partner activities to ensure compliance with service standards and SLAs.
  • Monitor repair turnaround times, parts usage, and service quality.
  • Conduct partner visits and operational reviews to ensure consistency and performance.
  • Manage escalations and support timely resolution of customer cases.

2. Data Analytics & Performance Tracking

  • Analyse service data in Excel to identify trends, gaps, and improvement opportunities.
  • Prepare weekly and monthly performance summaries for the National Network Manager.
  • Track key KPIs including SRO volume, turnaround time, first-time fix rate, spare utilisation, and closure rates.
  • Validate data submitted by partners and report anomalies.
  • Support the development of simple dashboards or reporting tools.

3. Partner Coordination & Process Improvement

  • Address recurring operational issues with partners using data insights.
  • Hold regular check-ins and performance conversations with service partners.
  • Ensure partners follow required processes, documentation standards, and system updates.
  • Identify high-performing partners and flag areas with potential coverage gaps.

4. Cross-Functional Alignment

  • Work with the call centre to manage escalations and ensure accurate feedback loops.
  • Coordinate with logistics/warehouse teams to support parts availability.
  • Support regional and national initiatives aimed at improving service performance.

Daily, Weekly & Monthly Actionables

Daily

  • Review open service orders; escalate overdue cases.
  • Check partner dashboards and validate system updates.
  • Respond to operational queries from partners and support teams.
  • Track live TAT and SRO closure metrics.

Weekly

  • Prepare a short performance summary with key insights and recommendations.
  • Conduct data validation checks and highlight anomalies.
  • Hold brief syncs with partners to review operational performance.
  • Identify top and bottom performers.

Monthly

  • Compile a detailed regional report for the National Network Manager.
  • Review service partner claims with finance for accuracy.
  • Analyse systemic issues and propose improvement actions.
  • Submit a monthly improvement plan.

Qualifications & Requirements (Revised)

Education & Knowledge

  • No formal degree required — strong learning ability and analytical capability are essential.
  • Solid Excel skills (pivot tables, lookups, basic data analysis).
  • Comfortable working on CRM or service management systems.

Experience

  • Experience in service operations, coordination, logistics, or customer support is beneficial.
  • Must be confident handling performance discussions and tough conversations with partners.
  • Exposure to case handling or operational reporting is an advantage.

Skills

  • Strong analytical and problem-solving skills.
  • Clear communicator who can provide feedback directly and professionally.
  • Organised, structured, and able to manage high volumes of operational activity.
  • Tech-savvy and quick to learn new systems and tools.

Requirements

  • Valid driver's licence and own vehicle
    (regional travel required).
  • Professional, reliable, and solution-driven.
  • Able to work independently and maintain structured reporting.

  • Regional Service Lead

    1 day ago

    Cape Town, Western Cape, South Africa EBUTSI HOLDINGS Full time R800 000 - R1 200 000 per year

    The Regional Service Lead is responsible for overseeing service operations within an assigned region, driving performance excellence through data insights, partner management, and process optimisation.This role requires a highly analytical leader who can interpret service metrics, identify operational inefficiencies, and implement improvement plans that...

  • Regional Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Motorvaps Full time R1 200 000 - R2 400 000 per year

    We're looking for astrategic, results-driven leaderto grow our footprint and premium income across the Western Cape. TheRegional Managerwill lead a high-performing team to drive dealer acquisition, retention, and sales growth across our market-leading value-added products (VAPS).You'll oversee all regional operations, including planning and performance...

  • Regional Service Manager

    5 days ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time R1 200 000 - R2 400 000 per year

    Regional Service Manager -  Port Elizabeth, Durban & Cape Town (Coastal)Our client helps people grow their savings, protect what matters to them and invest for the future. They help companies and organisations care for and reward their employees and members.Role Purpose    To lead and assume operational responsibility for several teams within the...

  • Regional Sales Manager

    5 days ago

    Cape Town, Western Cape, South Africa Interdot Solutions Full time R1 200 000 - R3 600 000 per year

    The successful incumbent will be responsible for achieving sales volume and revenue targets through implementation of sales strategies and plans in the region and effective leadership of the sales team; lead execution of the company s Sales Way across different trade segments in the region;Key performance areasProvide input into the country Commercial...

  • Lead Assistant Manager

    1 week ago

    Cape Town, Western Cape, South Africa EXL Service Full time R80 000 - R120 000 per year

    Job DescriptionDrive process management rigor to ensure superior service delivery by meeting / exceeding accuracy and related SLAsResponsibilitiesThe Quality Assistant Manager is responsible for overseeing the quality assurance function for an insurance process within a BPO contact center. This role focuses on transactional monitoring, ensuring compliance...

  • Regional Goal Getter Project lead

    3 days ago

    Cape Town, Western Cape, South Africa Islamic Relief South Africa Full time R650 000 - R1 005 000 per year

    Position IdentificationPosition Title: Regional Goal Getter Project leadDepartment: ProgramsOrganisation: Islamic Relief South AfricaReports to: Orphans & Child Welfare National Goal-Getters Project ManagerPurpose of Position· To oversee and supervise the implementation, and complete the administrative aspect of the Goal-Getters project with:o Partnered...

  • Executive-Voice-Customer Service

    1 week ago

    Cape Town, Western Cape, South Africa EXL Service Full time R104 000 - R208 000 per year

    Job DescriptionDemonstrate a strong customer focus that enables to arrive at fair outcomes for the customer resulting in securing payments to BG and getting the customer's energy account back on trackAchieve high call quality, meet compliance standards whilst delivering against agreed collections performance metrics Fully assess the customers circumstances...

  • Executive-Voice-Customer Service

    1 week ago

    Cape Town, Western Cape, South Africa EXL Service Full time R104 000 - R150 000 per year

    Job DescriptionDemonstrate a strong customer focus that enables to arrive at fair outcomes for the customer resulting in securing payments to BG and getting the customer's energy account back on trackAchieve high call quality, meet compliance standards whilst delivering against agreed collections performance metrics Fully assess the customers circumstances...

  • Regional Executive Chef

    1 week ago

    Cape Town, Western Cape, South Africa Tsebo Group Full time R600 000 - R1 200 000 per year

    About UsWe are in search of a Regional Executive Chef to join our team in the Western Cape. The overall purpose of the Regional Executive Chef is to lead culinary excellence across the Western Cape by driving research and development, applying culinary science, and fostering a culture of innovation and service excellence. This role inspires teams to deliver...

  • Regional Manager

    1 week ago

    Cape Town, Western Cape, South Africa Metropolitan Full time R2 000 000 - R2 500 000 per year

    Closing Date2025/12/31 Reference NumberMMH Job TitleRegional Manager - Western Cape Position TypePermanent Role FamilySales ClusterMetropolitan Life Remote OpportunityNone of the time Location - CountrySouth Africa Location - ProvinceWestern Cape Location - Town / CityCape Town/Wynberg/Stellenbosch/Paarl IntroductionMetropolitan is one of the oldest...