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National Network Manager (Auto and Medical)
- Exciting opportunity to join a leading road assistance business
- Leading its two network teams and be in charge of 3rd party management
About Our Client
Our client is a worldwide specialist for car insurance, travel, health and home services with an exciting plan to further develop its China market and business.
Developing and maintaining a class-leading 3rd party network
-Overall responsibility for the roadside assistance network team.
-Responsible for ensuring that the network has capacity to handle the expected number of cases, and that robust surge plans exist to respond well to peak demand
-Responsible for ensuring provider relationships within China
-Appraising identified recovery operators meet the agreed criteria
-Negotiation of costs with providers
-Responsible for appraising and approving recovery operators and other relevant providers in accordance with procurement policy and commercial authority
-Developing innovative strategies to ensure that the network is fully engaged with our business objectives around service, quality, cost, safety, regulatory compliance and information sharing
-Responsible for achieving customer satisfaction and loyalty, and sharing results and action plans with the network
-Responsible for ensuring that an effective network performance management framework is in place which supports contractual and business objectives
-Ownership of the development plans agreed with our Customer Relations team which relate to improving network performance
-Ensuring all required audits are carried out and record keeping is in accordance with audit requirements
-Appraising new suppliers identified to the network through an effective evaluation process.
-Adherence to the network quality assurance framework
-Responsible for acquiring necessary management information from the network and sharing with the wider team
-Representing the network's view in decision making e.g. new processes
Case management and customer advocacy
-Working closely with the operation to ensure a joined up approach to case management which delivers a class-leading and cost effective service
-Responsible for ensuring that network related action plans arising from customer and colleague feedback are in place and carried out within the appropriate timeframe.
-Respond to all forms of customer and client feedback with recommendations and by implementing agreed actions
-Adherence to the Treating Customers Fairly guidelines
-Responsible for document management of contractor information to ensure compliance.
-Supporting the Finance team with network invoice queries and making decisions within agreed authority limits
Claim cost and leakage
-Ensuring that target average job costs are achieved
-Recommending new ways to reduce costs whilst maintaining service quality
-Ensuring that decisions for the network and on specific claims are aligned with leakage objectives
-Responsible for achieving agreed leakage targets and participating in regular internal audit meetings
Accurate and timely management information
-Responsibility for the provision of management information on network performance for assigned providers.
-Use of a 'Network League Table' showing key performance indicators which is shared with the network, ensuring appropriate business sensitivity
-Engage key providers using good MI to deliver required performance and improvement
-Ownership of related business improvement projects and deliver to agreed objectives
-Work closely with other members of the team to ensure effective communication of project goals and delivery
The Successful Applicant
-Minimum of 3 years' experience of partner management within the motor breakdown industry
-Recognised industry qualification
-Understanding of any required regulation and legislation
-Excellent knowledge of supplier relationship management and commercial awareness
-Good technical knowledge of vehicles and handling in recovery scenarios
-A positive and pro-active approach and a willingness to help whilst ensuring key deadlines are achieved
-Initiative to deal with queries and resolve as appropriate
-Understanding of Service Level Agreements and Key Performance Indicators (KPIs)
-Working with other parties and managing performance KPIs
-The ability to work under pressure, dealing with multiple tasks or requests simultaneously
-A smart, business-like appearance and professional telephone manner
-Excellent communication skills, and a proven ability to manage difficult conversations with suppliers and customers
-Willingness to take initiative to solve problems to ensure our customers are treated fairly
-Excellent organisational and time management skills
-Flexibility, especially during peak periods
-Effective team player, working to create and achieve shared objectives.
-Ability to disseminate technical information and present comprehensively.
What's on Offer
Great opportunity to join a market leading MNC road assistance business;
Leading the auto network and medical network teams and reporting into CEO/COO.