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