Purpose
- The Executive Head of Field Services owns the end‑to‑end delivery of all in‑field operational work across the Merchant Division. This includes installations, repairs, collections, asset movement, and frontline customer interactions.
The role ensures that field activities uphold:
- High service quality
- Operational safety
- Brand consistency
- Asset protection
- Customer satisfaction
- Scalable performance across all verticals
This is a senior leadership role centred on operational excellence, customer experience, and multi‑vertical service integration.
Key Responsibility Areas
Field Services Strategy & Operating Model
- Define, optimise, and lead the field services operating model across the Merchant Division.
- Maintain vertical service structures while driving group‑wide consistency, standards, and performance.
- Ensure the operating model is scalable, integrated, and future‑ready.
In‑Field Service Delivery
- Oversee all in‑field activities — installations, repairs, collections, asset movement.
- Set and enforce service standards, SLAs, turnaround expectations, and quality benchmarks.
- Ensure field work is prioritised and executed according to customer and business needs.
Customer Experience in the Field
- Embed customer‑centric behaviours and service standards into all field operations.
- Partner with CX to measure and improve in‑field customer satisfaction and experience scores.
- Ensure field teams represent the Lesaka brand consistently and professionally.
Asset, Stock & Device Management (Field Perspective)
- Oversee device handling, field stock movement, and collections processes.
- Partner with Shared Services and Customer Care to strengthen asset tracking and integrity.
- Reduce losses, damage, inefficiencies, and unnecessary costs in field operations.
Field Enablement & Systems
- Ensure field teams are equipped with the correct tools, systems, routing technologies, and information.
- Partner with Technology to improve field mobility solutions and system performance.
- Ensure adoption and proper usage of field service systems and mobile tools.
Operational Risk, Safety & Compliance
- Ensure field operations comply with safety, security, fraud‑prevention, and data‑handling requirements.
- Partner with Risk & Fraud to mitigate fraud exposure, asset loss, and operational risks.
- Ensure incidents are identified, escalated, investigated, and resolved efficiently.
Field Services Leadership & Capability
- Lead, mentor, and build field leadership teams.
- Drive a culture of accountability, performance, discipline, and service excellence.
- Ensure workforce planning aligns to demand, geography, and performance expectations.
Key Competencies Required
Field Operations Leadership
- Leads large, distributed teams delivering high‑volume in‑field work.
Customer‑Centric Delivery
- Ensures frontline service interactions drive exceptional customer satisfaction.
Operational Excellence
- Runs consistent, reliable, efficient field operations at scale.
Asset & Stock Control
- Understands device management, loss reduction, and field asset discipline.
Systems Enablement
- Leverages field service technologies, routing tools, and mobility solutions.
Risk & Safety Awareness
- Maintains strong focus on operational risk, safety protocols, and asset security.
Stakeholder Collaboration
- Aligns field services with Customer Care, CX, Tech, Data, and Shared Services.
Leadership & Development
- Builds strong field leadership depth and team capability in a complex environment.
Closing Date 30 January 2026
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