Duties & Responsibilities
Align Bureau Services objectives with Tracker’s overall strategic goals and actively participate in strategic forums and planning sessions.
Collaborate with Product, Technology, and Operations teams to co-create solutions and contribute to innovation initiatives and change management projects.
Build and maintain senior-level client relationships, manage escalations for high-value clients, lead Quarterly
Business Reviews (QBRs), and identify upsell opportunities with Sales.
Translate client feedback into actionable service improvements and ensure exceptional stakeholder engagement.
Monitor real-time risk alerts, develop and refine incident response protocols, lead root cause analysis, and implement proactive risk detection tools and predictive analytics.
Ensure fraud controls, governance, compliance processes, and support audits while maintaining SLAs to minimize business risk.
Use system data to identify inefficiencies, drive preventative maintenance, fuel reduction, and route optimization initiatives, and collaborate with IT and analytics teams for data visibility.
Promote a data-first mindset, ensure data integrity, and introduce benchmarking and trend analysis for continuous improvement.
Design and implement scalable workflows and SOPs, standardize service delivery across regions, and integrate automation and digital tools for efficiency.
Maintain documentation and knowledge management systems and refine service models for new products and market demands.
Recruit, coach, and develop productive teams, manage staff performance and discipline, and foster a positive work environment.
Empower staff through accountability and performance initiatives, address grievances, and ensure adherence to departmental policies and best practices.
Attract and retain fit-for-purpose talent to build a strong, high-performing Bureau Services team.