Dispatch and Service Delivery Lead at SKM Africa

Key Responsibilities

Operations & Client Coordination

• Serve as the primary operations contact for key clients, insurers, financiers, and partners
• Lead all internal and external operational communications related to service delivery
• Manage service delivery complaints, incidents, and escalations to resolution
• Ensure consistent service quality across installations, repairs, valuations, inspections, removals, and recoveries

Dispatch & Field Operations Management

• Plan, coordinate, and manage daily dispatch of technicians and field officers
• Ensure turnaround times (TAT) meet agreed SLAs and client expectations
• Monitor job progress in real time and reassign resources in response to delays, emergencies, or workload fluctuations.
• Follow up on overdue, failed, or escalated jobs to closure

Workflow & Systems Control

• Receive and prioritize job requests from sales teams, operations, and clients
• Maintain an effective job scheduling and tracking system covering Job assignments, Execution, completion and reporting.
• Ensure accurate capture and updating of all job statuses within operational systems

Data, Reporting & Performance Monitoring

• Track and analyze operational data including:
• Jobs dispatched and completed
• Completed valuations, installations, removals, and recoveries
• Job volumes, turnaround times, and failure rates
• Prepare daily and weekly operational performance reports
• Identify operational gaps and recommend efficiency improvements

Technician Supervision & Productivity

• Supervise technician attendance, availability, and deployment
• Monitor productivity metrics including jobs per day and turnaround times
• Ensure compliance with standard operating procedures, valuation protocols, and installation standards

Risk, Compliance & Investigations Support

• Ensure field operations comply with company policies, regulatory requirements, and client guidelines
• Support investigations related to:
• Fraudulent or false valuations
• Device tampering or interference
• Collusion, negligence, or procedural breaches
• Escalate operational risks and support corrective and preventive actions

Requirements

Qualifications & Experience

• Diploma or bachelor’s degree in operations management, Logistics, Business Administration, or a related field
• Minimum of 3–5 years’ similar experience in a vehicle tracking and valuation firm.
• Prior experience in vehicle tracking, valuation, insurance support services, or recovery is compulsory.
• Proven experience in managing technicians or field-based teams