Fresh Jobs at Tracker Connect (Pty) Ltd

Introduction

• Tracker requires the services of an Acquisition Manager: Fulfilment in the Acquisitions Department situated at their Head Office based in Johannesburg. The Manager is responsible for implementing strategies that convert sales leads into contracts across both the Dealer and Business channels as well as drive revenue growth while ensuring the acquisition of new customers and the successful conversion of existing ones. The role is further responsible for lead conversion and ensuring that Business and Dealer Pre-Fit scheduling processes are optimised and completed within the defined Service Level Agreements (SLAs). The role must also ensure the smooth process of concluding changes in ownership with new customers.

Job description

• Define, implement, and take ownership of measurable performance metrics related to team engagement, productivity, and overall performance.
• Ensure full team compliance in terms of attendance, quality standards, and knowledge requirements.
• Identify and address any deviations from agreed Service Level Agreements (SLAs) and quality objectives.
• Drive continuous quality improvement through the implementation of targeted initiatives.
• Proactively evaluate and analyse turnaround times, and take corrective action on activities that fall outside SLA parameters.
• Work in close collaboration with other Acquisition managers, supervisors and staff in driving operational objectives.
• Drive sales fulfilment performance to support and exceed channel sales targets.
• Minimize friction in lead capture accuracy and streamline the associated processes.
• Design and implement purpose-fit incentive campaigns and programmes in accordance with company policies and procedures.
• Oversee lead administration and contract piloting in alignment with agreed Service Level Agreements (SLAs).
• Lead Monthly Business Reviews and deliver actionable insights to stakeholders to support informed decision-making.
• Continuously drive strict adherence to all identified risk related matters
• Ensure strict adherence across the department with all relevant statutory regulations and requirements (POPIA, NAEDO, Debi Check, CPA, PASA,ISO9001 etc.)
• Share responsibility of updating and managing the QMS system for area of responsibility to contribute to the overall quality of the department. 
• Manage, monitor and control quality assurance conduct regular calibration sessions, audits and reconciliation.
• Responsible for determining relevant best practices to create efficiencies in every process
• Drive the implementation of compliance with policies and procedures aimed at strengthening the Tracker reputation and stakeholder interface.
• Manage partnership level relationships directly to ensure mutually beneficial working conditions across Tracker’s internal and external functions and partners.
• Provide insight of a strategic nature to senior leadership within areas of expertise.
• Work in close collaboration with the Outbound team to ensure fitment conversions are implemented in line with targets and standards.
• Conduct regular performance reviews, provide constructive feedback, and identify opportunities for growth and development.
• Foster a culture of continuous improvement.
• Empower team members to take ownership of their work and make decisions within their area of expertise by delegating tasks appropriately.
• Support of business revenue growth objectives by developing and implementing strategies to meet or exceed sales targets.
• Evaluate the financial impact of proposed solutions by analysing potential cost savings or revenue increases associated with various initiatives to ensure they
• deliver a positive return on investment.
• Track and report on the ROI by regularly assessing the financial benefits achieved compared to the resources invested within scope of control.
• Identify and assess financial risks through creating an awareness of potential financial risks associated with project delays, technology implementation costs etc. and develop mitigation strategies.

Minimum requirements

• National Diploma in Sales, Business Management and/or Administration; Marketing or a related field NQF 6.
• RE5 qualification is advantageous.
• At least 8 years general experience, of which 3 years must include managerial experience. General experience must include: 3 Years Contact Centre Management experience in a sales or contract administration Contact Centre.
• Experience in managing diverse sales teams to achieve company targets and objectives.
• Good working knowledge of Contact Centre processes, procedures, analytics and reporting methods.
• MS office suite proficiency (MS Word, Excel, PowerPoint).
• Proven proficiency and knowledge of the latest methods and strategies to improve customer services and customer experience within a contact Centre environment

Behavioural competencies:

• Relationship Management
• Tactical Thinking
• Business/Commercial Acumen
• Analytical Skills
• Customer Service Orientation
• Teamwork
• Result Orientation
• Problem Solving
• Value Orientation
• Leadership skills
• Communication Skills (Verbal & Written)
• Conflict Management

Fit to Tracker Culture

• Care
• Accountability
• Respect
• Excellence

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Introduction

• Tracker is seeking a dedicated Law Enforcement Liaison Officer to enhance our operations in the recovery of stolen and hijacked vehicles. The successful candidate will play a vital role in achieving our recovery targets while fostering relationships with law enforcement and private security partners.

Job description
Operational Activities
 

• Recovery of stolen or hijacked vehicles.
• Enhance recovery efficiency through understanding and implementing Tracker-established vehicle recovery processes.
• Acting as a specialized point of contact between the emergency control departments and external partners (such as law enforcement and PSI).
• Coordinate and attend to all activations and verifications dispatched by Tracker’s National Emergency Control Centre.
• During crime or safety verification activations, request the assistance of Law Enforcement Agencies and PSIs to stop the activated vehicle.
• Adhere to Crime Scene management protocols at all times.
• Demonstrate a comprehensive working understanding of the complete stolen vehicle recovery ecosystem and legal framework.
• Demonstrate a comprehensive working understanding of SAPS protocols related to motor vehicle-related crime.
• Demonstrate a comprehensive working understanding of the Criminal Procedure Act.
• Testify in a criminal court when required.
• Demonstrate a comprehensive working of vehicle-related crime dynamics and drivers.
• Ensure vehicle safeguarding and repatriation protocols are adhered to at all times.
• Demonstrate a comprehensive working understanding and knowledge of missing person protocols (i.e., SAP55).
• Produce a recovery statement in line with Law Enforcement SOPs, and any and all recovery-related activities to assist the chain of evidence).
• Produce documentation of non-recovered vehicles (i.e., search area, chop shops, liaison efforts etc.) in line with SOPs.
• Demonstrate a comprehensive working understanding of Tracker’s post-recovery and non-recovery processes.

Customer Experience and Service Delivery

• Demonstrate a high level of professionalism at all times.
• Ensure full adherence to Tracker customer engagement protocols in line with the company values.
• Assist Tracker customers with the vehicle repatriation at SAPS safeguarding units, if required.
• Provide guidance to customer and partners in terms of the stolen vehicle and recovery processes.
• Ensure timely escalation of customer queries and concerns to senior management.
• Demonstrate an ability to communicate clearly and effectively with all relevant stakeholders.
• Demonstrate an ability to anticipate customer needs through the gathering of customer complaints and pain points.
• Continuously provide Tracker internal teams with periodic feedback of relevant concerns.

Projects and Continuous Improvement 

• Continuously analyse stolen vehicle tactics and modus operandi within the industry.
• Record insights and findings through established processes and systems.
• Implement improvements designed to deliver enhanced recovery rates or customer experience outcomes.
• Design, develop and implement projects / initiatives to enhance the functioning of the department.
• Participate in specialized operational plans with external partners that will enhance the recovery rate.
• Attend appropriate training and development as determined through the IDP.
• Attend regular training and development courses as per departmental objectives.
• Participate and provide training for external partners as determined by a formal needs-analysis.
• Implement training programmes designed for specific partners and/or law enforcement.

Compliance

• Ensure all relevant company policies and procedures are adhered to at all times.
• Adhere to all relevant industry statutory regulations such as PSIRA and the FCA.
• Adhere to relevant data protection policies at all times.
• Demonstrate a comprehensive working understanding of relevant laws, regulations, and processes (i.e., Firearms Control Act, Road Traffic Management Act etc.)
• Conduct accurate and quality record keeping in all aspects of the job such as the compilation of statements, firearm bookings, relevant reports etc.
• Maintain detailed records through the use of company systems as per SOPs.
• Stay abreast of changes within the security sector as they relate to the job function.
• Conduct timely reporting of theft, losses and/or damage to company assets.
• Demonstrate adherence to professional policies as they relate to uniform, company vehicles and equipment.
• Maintain a professional image of the company through attire, behaviour, and appearance.
• Demonstrate a comprehensive working understanding of Tracker’s products and services.

Stakeholder Engagement

• Provide for the creation and maintenance of mutually beneficial relationships with all relevant external stakeholders by ensuring that all partner obligations are met, and expectations exceeded.
• Ensure effective cross-functional Tracker relationships through sharing of relevant information to assist all departments in the achievement of their strategic objectives.
• Participate in agreed stakeholder engagements.
• Maintain regular communication with partners.
• Participate in industry related events to build relationships and promote mutual understanding.
• Implement measures to ensure the fostering of new partnerships and alliances.
• Responsible for implementing and maintaining relevant processes to measure and improve customer satisfaction. 

Minimum requirements

• Matric (Grade 12) or equivalent accepted qualification
• The suitable candidate will have an above average knowledge of how the South African Police Service operates with a minimum of five years Law enforcement or  PSI experience.
• Fair knowledge of Criminal Law and the Criminal Procedure Act is compulsory 
• The suitable candidate must have above average knowledge of the demographics of Western Cape
• Must be willing to travel and work shifts, overtime as per the approved shift roster including weekends and public holidays
• Perform planned and unplanned standby duties as and when required
• Driver’s licence and own reliable transport
• Good written and verbal communication skills
• Computer literacy
• PSIRA Grade C registration
• Firearm Competency (use of handgun for business purpose)
• Armed Response

Advantages

• Operational Experience on Physical Tracking of Vehicles