Operations Manager, Tracking and Fleet Management Solutions at GardaWorld

Job Summary

Operations Manager, Tracking and Fleet management Services is tasked with Business growth through ensuring seamless and quick resolution of all tracking and fleet services in Kenya, with the aim of bringing sales at all levels from inception and design to completion and maintenance operations.

Key Responsibilities

• Work in collaboration with all the Directors and Leaders in the Kenya business, in particular Tracking and Fleet Management.
• Organize and implement strategies in the regions for quick TAT in tracking and fleet service delivery in collaboration with the Nairobi and Operations Managers through the branches.
• Comply with Tracking Operations KPIs as directed from time to time.
• Retain and manage existing and new clients through the sales teams, supported by the account managers.
• Create and manage a customer value plan for existing customers
• Work/liaise with all departments to ensure customer satisfaction by coordinating and solving customer’s issues as they arise.
• Manage and coordinate a successful implementation of price increases for the tracking services.
• Maintain CRM on tracking client complaint resolution.
• Respond to customer surveys with action plans as required.
• Oversee all tracking department operations in liaison with NCC tracking desk and account managers
• Oversee timely resolution of complaints and pending tasks
• Keeping track of statutory requirements related to tracking and renewal follow ups – CAK type approvals etc.
• SOP’s and KPI’s formulation for clients and overseeing implementation working closely with NCC tracking desk.
• Tracking and Fleet Incident reporting and follow ups with relevant departments
• Issuance of Tracking certificate already approved by the tracking manager
• Safaricom Sim card reconciliations with Technical and finance
• Co-ordination of Vehicle recovery process with all interested parties
• Co-ordinating branches Tracking and fleet operations and team

Principal Outputs Of This Role

• Lead in the development of tracking technical team in accordance with KPIs;
• Retention of business unit portfolio through minimal terminations and new market penetration;
• Effective implementation of set tracking and fleet technical business plan and sales targets.

Accountability

The Operations Manager, Tracking Services is accountable to the Tracking Manager for the responsibilities stated in this job description. These responsibilities will be monitored and managed through the mid-year and annual performance review and supported through the monitoring of KPIs.

Competencies

• Strong leadership skills with hands-on capability and management style.
• Expert in the Tracking and Fleet management Services.
• Demonstrate a high degree of sensitivity, confidentiality when dealing with internal and external customers.
• A go-getter, enthusiastic, results oriented with excellent interpersonal, communication and social skills.
• Have impeccable business negotiation and client retention skills.
• A forward planner with clear focus, well-organized, detail-oriented and able to multi-task.
• Have a high sense of accuracy, attention for detail and with strong analytical ability.
• Business acumen, strategic thinker with ability to make sound decisions for the business.
• Have good numeracy, problem analysis and reporting skills.
• High moral standing with impeccable integrity; and
• Ability to grow, support and develop talent within the department.

Qualifications & Experience

• Bachelor’s Degree in business or related degrees.
• At least eight (8) years relevant experience, 3 of which should have been at a supervisory level.
• Knowledge of current trends in marketing management, public relations, and communications.
• Tech savvy with good IT and vehicle telematics skills