Networks Manager-Insurance

CPL

Galway City, Connaught/Ulster

Reporting to: Operations Manager. Direct Reports: Network Relationship Manager and Network Support Administrator. Overall purpose of the role: The Networks Manager will have overall responsibility for the management of all business suppliers, in particular the motor and home service provider network; and delivery of emergency assistance service in a 24X7X365 customer-centric environment. Key Duties: Strategy and Planning. Develop strategy for motivating the motor and home services provider networks to provide a best-in-class service to our customers. Provide senior management with regular reports and analytics on the performance of the provider networks, identifying and highlighting key areas for improvement. Make recommendations to the business on required changes, initiatives and innovations to deliver performance improvements. Lead the development and implementation of improved governance, oversight and performance management of roadside home emergency service providers. Deliver on individual goals and objectives linked to the department and company strategy Service Delivery. Monitor and analyse trends in service delivery; leveraging strengths to deliver superior service to our customers and targeting areas for improvement. On-going assessment of the current and future needs of our clients and their customers and developments in the industry. Sourcing or developing solutions to ensure we are always ahead of the curve. Leading the preparation and readiness of the provider network in anticipation of weather and/or catastrophe events. Regularly review capacity, skill and geographic spread of service providers and take immediate action to address any shortfalls and further develop the network to guarantee service delivery. Oversee supplier selection and vetting /due diligence. Implement effective controls and grading and incentive programs to guarantee excellence in performance against key metrics such as: o Customer Experience (NPS, Customer Satisfaction & Complaints. o Response times and quality of onsite service. o Regulatory Compliance. o Cost. Ensure all network-related complaints are handled fairly, efficiently and in line with regulatory requirements. Take full ownership of the resolution of escalated, complex or contentious issues or complaints. Work with Network Relationship Executive to develop and execute an onsite visit and performance evaluation schedule for key providers. Organise and host Annual Regional Provider Workshops and Provider Conferences. Assume responsibility for the operational effectiveness of the Networks Dept. and provide direction to Networks Relationship Manager and Networks Support Administrator on daily/weekly tasks and responsibilities. Lead the implementation of digital tools and technology advancements and drive improvements in digital performance in line with the company's Group Digital Strategy. Actively contribute to business development plan, participating in tender presentations, contributing ideas and assisting with the preparation of tender documents. Managing the maintenance of provider records including contracts, insurances, service levels, audit and performance assessment records. Take full ownership of achievement of Best Practice Standards amongst provider network. This list is not exhaustive and the successful candidate will be required to demonstrate flexibility and take on additional tasks as required by the business and/or as directed by the Operations Manager and the General Manager. Person Specification: The successful candidate will be a charismatic and forward thinking individual, with a passion for service delivery and the ability to inspire others to embrace change and challenge the status quo. A minimum of 5 years experience in a similar role. o Vendor/Supplier Management. o Roadside Assistance and/or Home Emergency Assistance Service Delivery (Management Capacity. o Managerial role in the Insurance Industry or the Motor Services Industry. Demonstrated working knowledge of financial services regulation. Proven track record of performance monitoring and analytics, and delivering reporting and recommendations to Senior Management. Advanced MS Office Skills; in particular MS Excel and PowerPoint. Superior presentation skills; ability to articulate the company message and present to a large audience. APA / CIP Qualification is a requirement of the role and a distinct advantage to a candidate; however support will be provided to successful candidate to obtain qualification if required. This job originally appeared on RecruitIreland.com.

1805 days ago