Provider Performance Partner

**About the Role**

The Provider Performance Partner - Care Schemes, is responsible for ensuring Service Provider compliance with contractual agreements, monitoring and lifting performance, interacting with service providers, and implementing strategies to ensure strong performance from the GIC Care Schemes’ Provider network. The role will balance Partner and Stakeholder management, with a data-driven approach to performance decision-making, provider performance uplift, and optimising the Partner strategy in the Care Schemes. The role requires you to develop a strong understanding of icare’s purpose, the General Insurance & Care objectives and operations, demonstrate organisational awareness, and see the bigger picture while working towards objectives. You will work and think independently, whilst collaborating and communicating effectively with the Providers and the icare frontline and service delivery teams.

**Benefits**
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- icare day - access to an extra day’s leave
- 17.5% annual leave loading
- Comprehensive learning and development support aligned to icare’s Core Capabilities.
- Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
- Access to our Employee Assistance Program

**Duties**

**Performance Monitoring & Analysis**:

- Monitoring and evaluating Provider service delivery and outcomes, taking timely action to ensure compliance with contractual and regulatory requirements, customer and commercial outcomes and agreed business initiatives.
- Benchmarking Service Providers against Quantitative and Qualitative KPIs and Service Levels, in conjunction with the frontline and service delivery teams.
- Working collaboratively with the Manager, Partner Governance and Assurance to understand Provider service performance metrics, develop reporting, providing insights and identifying opportunities for improvement.
- Providing advice and guidance to the Service Providers, promoting consistently high-quality partner performance, and contract compliance.

**Relationship Management**:

- Building and maintaining strong long-term partnerships with Service Providers.
- Ensuring clear communication between icare and the Service Provider. Collaborate with the Service Providers to build performance monitoring processes, rhythms and communication that is frequent and demonstrates mutual respect and trust.

**Risk & Compliance**:

- Managing and where appropriate, escalating any non-compliance with regulations, icare agreements, commercial arrangements and policies, and overseeing any required remediation.
- Managing and resolving Service Provider incidents and breaches in accordance with icare policies and procedures.
- Monitoring and analysing Service Provider processes, systems, and projects for areas of potential service and contractual risks, including security, privacy, and fraud risks, and assess and address mitigating actions.
- Problem Solving & Improvement:

- Collaborating with internal icare stakeholders to identify and address performance issues in a timely manner, developing and implementing solutions to improve Provider performance and the experiences of Those we Serve.
- Ensuring that the Service Provider engages in continuous improvement and innovation, as appropriate.

**Planning & Coordination**:

- Participate in regular Service Provider governance meetings to review performance, identify areas for improvement, and develop action plans to address issues and ensure achievement of expected Provider outcomes.
- Drive and monitor actions to timely resolution and maintain clear expectations to outstanding items.
- Manage and prioritise critical, contractual actions with other specialists including but not limited to frontline and service delivery teams, Data and Insights Teams, Procurement and icare project stakeholders.

**Teamwork**:

- Establishing and nurturing strong relationships with team, internal and external stakeholders, ensuring effective communication.
- Collaborating effectively with icare frontline and service delivery teams and other business units, to support and enable excellent Provider service execution and business outcomes, and to ensure Service Providers have the necessary resources and support.

**Skills & Expertise**
- Effective communication, negotiation, and relationship-building.
- Extensive experience in relationship, performance and commercial management in the insurance or financial services industry.
- Proven ability to analyse data, identify trends, and develop solutions to address performance issues.
- Proven ability to develop and implement strategic plans to improve Provider performance and deliver business outcomes.
- Understanding of risk management principles and regulatory requirements within the public sector.
- Understanding of the insurance or finance industry, including regulatory requirements and industry lan