Team Lead – Logbook Dispatch

Tanzanialead

OtherTeam Lead

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Description Lead, supervise, coach, and support the Logbook Dispatch Agents to achieve departmental objectives and service level agreements (SLAs). Monitor daily team performance, productivity,

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OtherTeam Lead

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.