Key roles and responsibilities:

Strategic and Executive Support

•  Act as the primary delegate in the COO’s absence, ensuring continuity of leadership and decision-making.
• Support the COO in developing and executing operational strategies and tactics aligned with Tracker’s business goals.
• Responsible for the communication and implementation of a business plan that will enable the achievement of the divisional strategy.
• Prepare and present reports, dashboards, and insights on behalf of the COO, offering data-driven perspectives on operational performance, business continuity, and strategic initiatives.
• Engage with external stakeholders, including partners, vendors, and regulatory bodies, to uphold Tracker’s operational standards and strategic interests.

Operational Oversight

•  Oversee the tactical implementation of solutions across Operations, Business Continuity, and Support Services.
• Identify operational inefficiencies and implement process improvements to enhance productivity and profitability.
• Establish quality and performance standards for the Operations, Business Continuity, and Support Services divisions, and continuously measure adherence.
• Ensure optimal allocation of resources to meet performance, quality, and customer requirements in line with strategic objectives.
• Oversee daily operations, monitoring and driving performance across key operational areas, including:

·       Installation and support of tracking units

·       SVR recoveries and control centre dispatching

·       Monitoring and control room operations

·       Data governance and information management

·       Procurement and facilities management

·       Fleet operations (400 vehicles)

•  Ensure best-in-class service delivery for clients across Operations, Business Continuity, and Support Services.
• Collaborate with customer-facing teams to improve service response times, customer satisfaction, and retention.
• Drive the implementation of customer success frameworks and continuous service improvement initiatives.

Business Continuity and Disaster Recovery

•  Support the COO in planning, managing, and chairing the Disaster Recovery (DR) and Continuity Forum.
• Ensure operational systems and teams are ready and resilient.
• Ensure compliance with industry standards, data protection regulations, and company policies.
• Monitor operational risk, implement mitigation measures, and oversee business continuity planning.
• Oversee adherence to service-level agreements (SLAs) and contractual obligations.
• Ensure the Operations, Business Continuity, and Support Services divisions consistently comply with all statutory and company policies.
• Continuously research relevant laws, regulations, and compliance requirements to ensure timely implementation of changes necessary for Tracker to maintain compliance.

Financial Management and Commercial Viability

• Ensure proper due diligence and adherence to appropriate processes for new ventures, particularly regarding operational compliance and risk management.
• Assist with budget planning, tracking, and reporting across operational units.
• Ensure cost-effective execution of operational initiatives.
• Drive cost reductions in service delivery while maintaining or exceeding service-level expectations.
• Oversee and report to the COO on all Management Account matters within areas of responsibility.
• Monitor and analyse daily operational Management Account indicators, addressing variances proactively.
• Manage and analyse premium collection and related payment functions (internal and external).
• Conduct regular reconciliations and report on active clients and revenue generation.
• Prepare annual OPEX and CAPEX budgets for COO review.
• Assist in the strategic planning and development of departmental annual budgets aligned with the Financial Services department’s strategic objectives.
• Design and implement tactical cost-reduction initiatives.
• Develop and implement best practices to achieve departmental financial goals and create process efficiencies.
• Manage monthly expenses, investigate excessive costs, and drive budget compliance.
• Ensure accountability for wastage, theft, and non-compliance.

Stakeholder Engagement

• Responsible for managing senior level relationships directly to ensure mutually beneficial working conditions across Tracker’s executive functions.
• 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.
• Provide intelligent data on recoveries and responses and communicate this to the engineering and product development teams to improve processes.
• Support Executives / Divisions responsible for the building of successful and sustainable relationships with senior level representatives of relevant partners in the interest of maximising growth opportunities for Tracker.
• Ensure effective cross-functional Tracker relationships through sharing of relevant information to assist all divisions in the achievement of their strategic objectives.
• Responsible for implementing and maintaining relevant processes to measure customer satisfaction with all services provided and ensure improvements are implemented where needed
  

 People Management

• Build high-performing teams through effective staff selection, development, coaching, and motivation to unlock maximum potential.
•  Manage staff in line with company standards, including appraisals, discipline, development, and training.
• Empower employees with clear accountability expectations and robust performance management initiatives.
•  Lead with authenticity and integrity, living Tracker’s values every day.
• Oversee recruitment, performance evaluation, promotion, retention, and termination activities.
• Identify skill gaps and arrange training to improve technical capabilities.
• Address employee grievances and foster a positive working environment.
• Ensure all staff adhere to departmental policies and procedures.
• Develop and implement best practices to achieve departmental goals.
• Provide direction and support to managers and their teams to ensure alignment with company strategies and goals.
• Manage the process of attracting and retaining fit-for-purpose talent for the department.

Qualifications and experience required:

•     Essential:  Honours Degree in Business Management, Business Administration, Operations Management or a related field. NQF 8.

•     Desirable: Degree in Operations Management; Senior Management Development Programme or MBA.

•     Essential: Minimum of 10 years’ senior management experience within Operations, Business Continuity, or Strategic Execution roles.

•     Proven leadership in managing cross-functional teams and complex projects focused on business growth.

•     Demonstrated strong verbal communication skills, including the ability to engage effectively with internal and external stakeholders, including the media.

•     Proven track record in applying commercial and financial acumen to drive business performance and financial success.