Lead Intake, Prioritisation and Consumption:

•        Own the end‑to‑end operating model for leads received from Automotive, Insurance, Broker and strategic partner channels.
•        Design lead allocation rules that prioritise hot, high‑value and time‑sensitive leads while preventing lead leakage and duplication.
•        Drive speed‑to‑contact, follow‑up discipline and lead ageing controls to maximise consumption and conversion.
•        Partner with data and reporting teams to build visibility of lead source performance, lead quality, conversion outcomes and drop‑off reasons.
•        Implement predictive lead scoring models to improve prioritisation and optimise agent allocation.
•        Strengthen governance of lead suppliers and partner data feeds to ensure accuracy, timeliness and compliance.
•        Introduce structured lead‑testing, sampling and quality‑verification routines to proactively identify issues before they impact conversion.

Sales Conversion and Customer Onboarding:

•        Lead teams responsible for concluding sales from inbound and partner‑generated opportunities.
•        Standardise sales scripts, objection handling, disclosure requirements and quality assurance controls across acquisition channels.
•        Improve quote‑to‑sale, lead‑to‑sale and contract‑to‑fitment conversion by removing friction in the customer journey.
•        Ensure customer engagement is responsive, compliant, accurate and aligned to Tracker customer experience standards.
•        Introduce targeted coaching, competency uplift and certification programmes to strengthen acquisition sales capability.
•        Implement structured customer journey mapping and friction‑point analysis to continuously improve onboarding experiences.
•        Drive digital‑assisted onboarding solutions (e.g., digital contracts, automated disclosures, self‑service scheduling) to improve speed and accuracy.

Fulfilment and Installation Scheduling:

•        Own the sales‑to‑fitment handover process and ensure customers are scheduled for tracking device installation quickly and accurately.
•        Partner with Installation Support, Operations and regional fitment networks to optimise scheduling capacity, slot utilisation and completion rates.
•        Monitor and improve resolution time, speed‑to‑schedule, speed‑to‑install, rescheduling rates, no‑shows and ageing of unscheduled contracts.
•        Implement escalation routines for delayed, failed or high‑priority fitments to protect partner relationships and customer experience.
•        Introduce dynamic scheduling models that optimise technician routing, capacity and customer preferences.
•        Strengthen fulfilment governance through daily operational huddles, exception management routines and proactive backlog control.
•        Implement automated customer notifications, reminders and confirmations to reduce no‑shows and improve installation throughput.

Operational Excellence and Efficiency:

•        Implement process redesign, workflow automation and dashboarding to reduce manual effort and accelerate fulfilment outcomes.
•        Embed daily, weekly and monthly performance rhythms that focus teams on conversion, scheduling, ageing, quality and partner commitments.
•        Ensure effective CRM, dialler, lead management and scheduling tool usage to improve productivity and management control.
•        Identify bottlenecks across sales administration, customer documentation, scheduling and installation fulfilment, and lead corrective action plans.
•        Drive continuous improvement through structured Kaizen, Lean or Six Sigma methodologies.
•        Introduce automation opportunities across lead allocation, contract processing, scheduling and customer communication.
•        Strengthen data integrity, reporting accuracy and operational governance to support decision‑making and performance transparency.

Partner and Stakeholder Management:   

•        Build trusted working relationships with Automotive, Insurance, Broker and other lead‑source partners.
•        Provide performance feedback to partners on lead quality, conversion, installation outcomes and operational improvements required.
•        Collaborate with Sales, Marketing, Product, Operations, Finance and Customer Experience teams to align campaigns, capacity and customer journeys.
•        Lead quarterly partner performance reviews, including operational scorecards, improvement plans and commercial insights.
•        Strengthen partner onboarding processes to ensure clarity of expectations, data requirements and operational standards.
•        Represent Tracker in strategic partner forums to influence collaboration, innovation and joint commercial opportunities.

Compliance, Risk and Quality:       

•        Ensure acquisition and fulfilment practices comply with internal governance, POPIA data handling requirements and applicable sales conduct standards.
•        Embed quality assurance, monitoring, documentation controls and audit‑ready processes across the lead‑to‑fitment lifecycle.
•        Address complaints, mis‑selling risk, partner escalations and customer‑impacting process failures with urgency and clear accountability.
•        Implement structured conduct‑risk dashboards and early‑warning indicators to proactively manage emerging risks.
•        Strengthen compliance training, behavioural reinforcement and competency uplift across acquisition and fulfilment teams.
•        Lead remediation initiatives following audit findings, partner escalations or regulatory concerns to ensure sustainable corrective action.

People Leadership:

•        Ensure that the Installation Support team delivers in accordance with the Tracker Values
•        Drive the improvement of the Tracker Culture within the team, particularly on management style, communication, customer service excellence and quality
•        Attract and retain talent for Installation Support
•        Forecast staffing needs based on call volumes and service levels.
•        Manage shift schedules and standby Rosters to ensure coverage and reduce burnout.
•        Align headcount with workload (e.g. Testing call volumes and reconciliation support tasks).
•        Crosstrain staff to improve flexibility and responsiveness.
•        Monitor KPIs (e.g. average handling time, first call resolution, customer satisfaction).
•        Conduct regular coaching and feedback sessions
•        Track turnaround times, accuracy, and compliance in administrative processes.
•        Implement continuous improvement initiatives.
•        Develop career paths for agents (e.g. senior agent, team leader).
•        Recognize top performers and foster a culture of accountability
•        Upskill staff in systems, compliance, and stakeholder engagement.
•        Promote ownership and initiative in problem-solving.
•        Foster a service-oriented, high-performance culture.
•        Ensure clear communication of goals, priorities, and changes.
•        Facilitate team huddles, feedback forums, and recognition programmes.

Financial Management:

•        Oversee and report back to the executive layer on all Management Account matters regarding the Tablet procurement and Installation Report books
•        Closely manage and analyse the daily operational Management of the tablet data costs and address any variances proactively
•        Prepare OPEX and CAPEX budgets on behalf of the Installation Support for executive review
•        Strategic planning and development of departmental annual budgets that align with the strategic objectives of the Financial Services department.
•        Tactical planning and execution of applicable cost-reduction initiatives
•        Development of best practices to achieve departmental financial goals
•        Responsible for determining and implementing relevant best practices to create efficiencies in every process
•        Manage monthly expenses and investigate all excessive costs to drive budget compliance
•        Manage Overtime costs
•        Manage and ensure accountability for wastage, theft and non-compliance
•        Supports executive decision-making and financial planning.

Please note, should you not be contacted within 4 weeks, consider your application unsuccessful.