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.

Requirements

• Bachelor's degree in Business Administration, Customer Service, Operations Management, or a related field.
• Minimum of 2–3 years' experience in customer operations, loan administration, or logbook management.
• At least 1 year of supervisory or team leadership experience is an added advantage.
• Experience working with the NTSA platform is highly desirable.

• 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.

• Supervisory skills
• Coaching skills
• Performance monitoring
• Customer education
• Process oversight
• Documentation management
• Problem-solving
• Communication skills
• Reporting
• Process improvement
• Training facilitation
• Workload distribution
• Collaboration
• Adherence to policies
• Data protection
• NTSA platform experience (desirable)

• Bachelor's degree in Business Administration, Customer Service, Operations Management, or a related field.
• Minimum of 2–3 years' experience in customer operations, loan administration, or logbook management.
• At least 1 year of supervisory or team leadership experience is an added advantage.
• Experience working with the NTSA platform is highly desirable.