Description
- Lead, supervise, coach, and support the Logbook Dispatch Agents to achieve departmental objectives and service level agreements (SLAs).
- Monitor daily team performance, productivity, and quality of work, providing regular feedback and performance coaching.
- Ensure timely confirmation of account status after loan clearance and proper customer education on logbook release procedures.
- Oversee the execution of vehicle ownership transfers and discharge processes for customers who have successfully cleared their loans.
- Ensure all company vehicles are accurately booked and maintained on the NTSA platform.
- Supervise the dispatch of logbooks to customers and ensure proper documentation throughout the process.
- Review and approve complex or escalated logbook cases before final resolution.
- Coordinate follow-up on cases requiring NTSA ICT intervention and ensure timely resolution.
- Manage escalated customer calls, emails, and complaints related to logbook processing and dispatch.
- Ensure the logbook dispatch register and all operational records are accurate, complete, and up to date.
- Conduct regular quality assurance checks to ensure compliance with company policies, regulatory requirements, and operational procedures.
- Prepare daily, weekly, and monthly operational reports, highlighting team performance, pending cases, risks, and improvement opportunities.
- Identify process improvement opportunities and recommend operational efficiencies to management.
- Facilitate onboarding and continuous training of new and existing team members.
- Coordinate workload distribution to ensure efficient handling of all assigned cases.
- Collaborate with internal departments including Collections, Credit, Operations, Legal, and Customer Service to resolve customer issues effectively.
- Ensure adherence to company policies, confidentiality requirements, and data protection standards.
- Perform any other duties assigned by the Line Manager.