·       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.

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