Executive Head: Business Operations

The Executive Head:
Business Operations will serve as the strategic and operational deputy to the COO, ensuring continuity of leadership, tactical execution of key initiatives, and oversight of cross‑functional operations. The role will drive operational excellence, business performance, and customer success in all areas of responsibility. The role further needs to ensure that the COO can focus on high‑level priorities by providing hands‑on leadership, decision‑making support, and execution oversight across the business in alignment with Tracker strategic objectives.

• 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.

• 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.

• 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.

• 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…