Dispatch and Service Delivery Lead at SKM Africa

SKM Africa View all jobs

  • Kenya
  • Permanent
  • Full-time
  • 2 months ago
Since its founding, SKM has been a pioneer in the fields of business advisory, strategy, and tax consultancy. Today, we work together with clients to embrace a transformational approach aimed at benefiting all stakeholders-empowering firms to thrive, build sustainable competitive advantage, and drive meaningful societal impact. Using cutting-edge management consulting, technology and design, corporate and digital enterprises, and our diverse, multi-talented teams, we are committed to bringing about change and unlocking potential for all our clients in a variety of fields.Dispatch and Service Delivery LeadKey ResponsibilitiesOperations & Client Coordination
  • Serve as the primary operations contact for key clients, insurers, financiers, and partners
  • Lead all internal and external operational communications related to service delivery
  • Manage service delivery complaints, incidents, and escalations to resolution
  • Ensure consistent service quality across installations, repairs, valuations, inspections, removals, and recoveries
Dispatch & Field Operations Management
  • Plan, coordinate, and manage daily dispatch of technicians and field officers
  • Ensure turnaround times (TAT) meet agreed SLAs and client expectations
  • Monitor job progress in real time and reassign resources in response to delays, emergencies, or workload fluctuations.
  • Follow up on overdue, failed, or escalated jobs to closure
Workflow & Systems Control
  • Receive and prioritize job requests from sales teams, operations, and clients
  • Maintain an effective job scheduling and tracking system covering Job assignments, Execution, completion and reporting.
  • Ensure accurate capture and updating of all job statuses within operational systems
Data, Reporting & Performance Monitoring
  • Track and analyze operational data including:
  • Jobs dispatched and completed
  • Completed valuations, installations, removals, and recoveries
  • Job volumes, turnaround times, and failure rates
  • Prepare daily and weekly operational performance reports
  • Identify operational gaps and recommend efficiency improvements
Technician Supervision & Productivity
  • Supervise technician attendance, availability, and deployment
  • Monitor productivity metrics including jobs per day and turnaround times
  • Ensure compliance with standard operating procedures, valuation protocols, and installation standards
Risk, Compliance & Investigations Support
  • Ensure field operations comply with company policies, regulatory requirements, and client guidelines
  • Support investigations related to:
  • Fraudulent or false valuations
  • Device tampering or interference
  • Collusion, negligence, or procedural breaches
  • Escalate operational risks and support corrective and preventive actions
RequirementsQualifications & Experience
  • Diploma or bachelor's degree in operations management, Logistics, Business Administration, or a related field
  • Minimum of 3-5 years' similar experience in a vehicle tracking and valuation firm.
  • Prior experience in vehicle tracking, valuation, insurance support services, or recovery is compulsory.
  • Proven experience in managing technicians or field-based teams
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