Bureau Services Manager

2 weeks ago

Randburg, Gauteng, South Africa Tracker Connect Full time R1 200 000 - R2 400 000 per year

Position Summary
Industry:
IT & Internet

Job category:
Call Centre and Telesales

Location:
Randburg

Contract:
Permanent

Remuneration:
Market Related

EE position:
Yes

Introduction
The 24HR Critical Services Division is seeking a dynamic Bureau Services Manager to lead Tracker's Bureau Services division in delivering proactive, client-centric fleet management solutions. The Manager will drive operational excellence, strategic client engagement, risk mitigation, and scalable service delivery, ensuring Tracker remains the preferred fleet partner for high-value clients.

Job Description

  • Align Bureau Services objectives with Tracker's overall strategic goals and actively participate in strategic forums and planning sessions.
  • Collaborate with Product, Technology, and Operations teams to co-create solutions and contribute to innovation initiatives and change management projects.
  • Build and maintain senior-level client relationships, manage escalations for high-value clients, lead Quarterly
  • Business Reviews (QBRs), and identify upsell opportunities with Sales.
  • Translate client feedback into actionable service improvements and ensure exceptional stakeholder engagement.
  • Monitor real-time risk alerts, develop and refine incident response protocols, lead root cause analysis, and implement proactive risk detection tools and predictive analytics.
  • Ensure fraud controls, governance, compliance processes, and support audits while maintaining SLAs to minimize business risk.
  • Use system data to identify inefficiencies, drive preventative maintenance, fuel reduction, and route optimization initiatives, and collaborate with IT and analytics teams for data visibility.
  • Promote a data-first mindset, ensure data integrity, and introduce benchmarking and trend analysis for continuous improvement.
  • Design and implement scalable workflows and SOPs, standardize service delivery across regions, and integrate automation and digital tools for efficiency.
  • Maintain documentation and knowledge management systems and refine service models for new products and market demands.
  • Recruit, coach, and develop productive teams, manage staff performance and discipline, and foster a positive work environment.
  • Empower staff through accountability and performance initiatives, address grievances, and ensure adherence to departmental policies and best practices.
  • Attract and retain fit-for-purpose talent to build a strong, high-performing Bureau Services team.

Minimum Requirements

  • PSIRA Grade B
  • Qualification: National Diploma in Fleet Management, Logistics, or Operations Management (NQF 6).
  • Minimum 5 years in fleet operations (specializing in fleet monitoring or Bureau service).
  • At least 2 years in a supervisory or managerial role.
  • Experience in Stolen Vehicle Recovery industry.
  • Knowledge of Minibus Taxi Industry.
  • Valid Driver's License.

Benefits
Medical Aid

Providend Fund

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