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Network Performance Specialist

2 months ago

Lidcombe, Australia Auto & General Full time

About Us

At Auto & General, we strive to provide innovative solutions to safeguard our customers in times of need. Our range of insurance products protects customers on the road, at home, and on holiday, with various car, motorcycle, home, contents, pet, and travel insurance products, as well as roadside assistance.

Our culture of 'high performance with high integrity' underpins our values and the way we interact with our customers, the community, and each other. We're committed to achieving our goal of being Australia's best insurer by fostering a culture of excellence and collaboration.

The Role

This role is responsible for contributing to a high-performing team through the delivery and execution of control systems, focusing on key performance indicators such as:

  • Average Repair Cost
  • Customer Satisfaction (NPS)
  • Repair Duration
  • Repair Quality

Position Accountabilities

The successful candidate will be accountable for:

  • Executing a 1–3-year operational plan that supports the company's strategic objectives.
  • Contributing to the execution of the In-Network Fixed Cost commercial strategy relating to Super Centre and Fixed Cost network performance.
  • Ensuring systems thinking is developed and maintained across the broader insured and third-party cost pools.
  • Contributing to and executing the Motor Assessing Operational plan.
  • Maintaining repair quality and mitigating repair rectification.
  • Maintaining strong control of repair duration within the repair network.
  • Ensuring the motor repairer network demonstrates comprehensive understanding and compliance with all contracted controls.
  • Ensuring all performance management discussions and actions are documented and appropriately stored.
  • Maximizing performance of Network repairers through execution of best practice supply performance management strategy.
  • Responsible for the capacity and booking availability for customers into the repair network.
  • Responsible for supporting and enabling strong stakeholder engagement across the motor repair network.
  • Maximizing the repairer usage of the Audawatch system to drive effective customer communication.
  • Accountable for maintaining a high-performance culture with high integrity.

What Experience You'll Bring

The ideal candidate will possess:

  • A tertiary qualification in a relevant discipline and/or equivalent relevant experience.
  • 3+ years' supply management/relationship consultant experience within the financial services industry, preferably motor insurance.
  • Demonstrated understanding of strategic execution across motor insurance claims as it relates to motor assessing and the motor repair industry.
  • Strong working knowledge of regulatory and legislative requirements as it relates to the insurance industry.
  • Self-motivated with an ability to work autonomously to manage competing priorities.
  • Ability to build and sustain effective relationships both internally and externally.
  • Exceptional interpersonal, verbal, and written communication skills.
  • Strong negotiation and influencing ability.

Our Perks

At Auto & General, we offer a range of benefits to support our employees' well-being and career development, including:

  • Extra Leave - Enjoy additional leave days on us You'll receive a paid 'ME' day and one paid volunteer leave day annually.
  • Paid Parental Leave - We support our new parents with paid parental leave and other benefits.
  • Workplace Giving - If you're passionate about a cause, then we are too – we offer workplace giving and we'll dollar match your donations to registered charities.
  • Development Opportunities - We're championing your development with internal programs and access to a wide range of online courses.
  • Employee Discounts - You'll receive discounts on Budget Direct insurance products.
  • Reward and Recognition - We reward high performance with employee recognition, reward, and incentive schemes.
  • Onsite Facilities - There's excellent end-of-trip facilities on offer and private spaces for nursing mothers.
  • Get Social - Join our vibrant social and community activities, including annual celebrations, family fun days, and regular events across each of our sites.
  • Perks App - Access to an employee benefits and discounts app called 'Perks' offering great discounts, offers, and programs across a range of areas.