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