To provide network performance support through effective facilitation and management of the operational performance between LV= and the associated supplier. Ensuring that the requirements of the customer, claims and group strategies are met.
To support the Head of Building Contractor Network in delivery of all annualised targets and objectives agreed with the business.
To represent the Building Contractor Network using presentations, video conferencing or face to face events as required.
To represent the Building Contractor Network as part of Allianz Personal on a local/national/global platform as required.
Key Accountabilities
Key Performance Areas
Lead the service and governance of suppliers in line with operational business requirements
Manage a team of technical consultants to assist in the delivery of all key accountabilities
Agree operational procedures, implementing and communicating any required changes
Lead, manage, review and improve ongoing relationships with suppliers and stakeholders within the business
Provide support to the Home Claims management team and Supplier Relationship Management (SRM) team on strategic projects and ongoing development of the Building Contractor Network (BCN)
Managing the implementation/onboarding and exiting of suppliers within GI through owning and co-ordinating activities including utilisation of appropriate processes, systems, and controls
Drive value for money through the identification and delivery of commercial benefits, including but not limited to; savings, process improvements, sustainability and use of technology.
Maintain accurate controls re; operational risk associated with suppliers; internal actions that are driven from supplier audits; access to LV= and supplier systems and access to locations
Regularly communicate to the suppliers, business areas and stakeholders to identify operational issues and provide management information reports
Remedy poor supplier performance, mitigate risks, resolve operational and service incidents ensuring that root cause analysis is undertaken and processes are amended/implemented where appropriate.
To liaise with and provide support to our customers by assisting with complaints or quality of work issues
To attend site meetings at customer properties for the purpose of audits or inspections especially during periods of surge
To be the customers escalation/arbitration point on issues beyond the remit of the Regional Network Managers (RNM`s) in order to provide a satisfactory customer outcome
Identify and implement cost reductions and continuous improvement opportunities in terms of both quality and service
Ownership and revision of relevant documents and any significant developments/updates to scoping tools or systems
Monitoring and assessing the service and operational performance of suppliers, ensuring that service is maintained against the agreed service levels/performance matrix
Development and delivery of service improvement plans and continuous improvement programs
Take ownership and contribute to the group sustainability strategy and ownership of roadmap actions and KPI’s in relation to BCN
Review and align business continuity and surge plans
Take ownership and work in collaboration with the regional network managers (RNM`s), customer insight team, customer relations unit (CRU) in supporting and improving NPS performance and the satisfactory resolution of complaints
Ownership and resolution of any/all risk actions
Key Performance Indicators:
Adherence to the service and operational framework for the relevant suppliers
Service is maintained against the service level and requirements of the contractual obligations
Actions on the service improvement plans are closed and completed on time
Volume and value of improvement opportunities identified and completed
Volume of issues identified and resolved within the agreed service levels
Volume of supplier operational risk events
Tested Business Continuity plans and process in place with the supplier
Post implementation reviews of implementations, exits and improvements
Service improvement plans are kept updated and relevant
Access controls are maintained accurately
Supplier technical audits are completed
Knowledge, skills, qualifications and experience
Technical
An understanding of the principles of supplier performance management
An understanding of the principles of supplier relationship management
Basic project management skills, defining objective, governance and managing a plan
Ability to facilitate and document business requirements
An understanding of the appropriate business/ supplier processes
An ability to balance a strategic and tactical approach to activities as necessary
An understanding of cost indices and how they apply to property repairs by reducing the complexity of contracts and frameworks
Knowledge of building forensics and how to manage/facilitate property repairs
Communication
An ability to communicate to the business at all levels
An ability to build strong relationships with internal stakeholders and external suppliers
An ability to facilitate workshops and chair meetings
An ability to present complex information in an easy to understand format
An ability to have ‘difficult conversations with suppliers
Analysis
An ability to interpret complex information and data to understand performance
An ability to analyse the performance of processes
Produce accurate and informative information
Planning
Optimises activities through effective work planning and prioritisation
Qualifications
Cert CII & BDMA/AMDEW* as a minimum requirement
*This is a drying certification required for flooded properties and useful in understanding drying times of wet properties and in mitigating drying costs
Why Work for Us?
At LV= GI, we go above and beyond to help our millions of customers look after what they love. Putting our people first, and our customer at the heart of everything we do, we’ve made it our mission to become Britain’s best-loved insurer.
Having joined the Allianz family, we’re proud to be one of the largest personal insurers in the UK.
Our purpose is ‘We secure your future’ for our employees, our customers and the wider society. This sits at the heart of our business.
Our Values
Be Brave | With Heart | Everyone Counts | Inspiring Trust
Our values are more than just words on a website - they influence everything we do and guide us how to do it. Created by our people, for our people, they shape our culture, bring us together and inspire us to be braver and better.
About the Rewards
When it comes to flexible working, we’ll do our best to accommodate your needs. At LV= GI many of our employees work flexibly in many different ways, from part-time, flexi-time, job shares, an element of working from home or compressed hours.
We want the best people working at our organisation and we recognise that those people aren’t always available full-time.
So if you need any adjustments, let us know during your interview. If it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen.
This role is a Senior Associate role in the LV= Structure. We want you to love what you do that’s why we’ve put together a benefits package that recognises and rewards a job well done.
We’ll give you:
30 days' holiday plus bank holidays
Car Allowance
ElectriX EV salary sacrifice scheme
Income protection with cover of 50% of your salary for up to 2 years if you become unable to work for us due to long-term illness or injury
A competitive pension for which LV= will pay twice the amount you pay, up to 14%
An annual bonus scheme based on company and personal performance
Single cover private medical insurance which you can upgrade to family cover
Enhanced maternity and paternity leave
A flexible benefits package (e.g. discounted retail vouchers, great value dental insurance)
A generous 25% discount off our general insurance products including home, pet and travel as well as up to 50% discount on your car insurance
Gympass - Your anytime, anywhere access to wellbeing. Your health and wellbeing is important to us, the all in one wellbeing membership that gives you access to top gyms, studios and wellbeing apps
LV= is an equal opportunities employer who values a diverse and inclusive workplace. We recognise that people work in different ways, and we value alternative viewpoints, celebrate individuality and foster a culture where everyone can bring their true self to work. We are committed to creating a diverse workforce, we accept and encourage applications from everyone regardless of your background, beliefs, culture, gender identity, ethnicity, sexual orientation, disabilities and long term health conditions.
Here at LV= we always love to hear from great people, so don’t forget to follow us on Instagram, Twitter, LinkedIn and become a fan on Facebook.
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If you share our ambition and our passion, join us on our journey. You can help us shape our new future together.
