Supplier Performance Manager

What's in it for You?

• Join a well-established global company and supportive close-knit team
• Long-term career development opportunities
• Flexible working options are encouraged to support work-life balance

About Our Culture

At Crawford, we value our people; as such, we hire for attitude and train for skill, and offer a supportive and positive work environment so our people are always developing their skills and expertise to thrive in their role.

We are seeking someone that can do the job, but just as important, are able to add to the already great culture of our team and can demonstrate the qualities below, because it's who you are.

Drive – you are intrinsically motivated to give your best that is manifested through the high quality of your work and customer service.

Integrity – you are impeccable with your word and follow through on your commitments.

Growth mindset – you encourage collaboration in every interaction and welcome feedback in order to grow and also impart your learning with your team.

About the Opportunity

We have an exciting opportunity for a Supplier Performance Manager, where you will be the conduit between the business and our suppliers (builders and restorers), in ensuring that our suppliers' performance, coverage and service delivery is as seamless as possible.

Your key focuses will entail scheduling meetings with our suppliers, managing supplier scorecards, managing escalations, and managing and ensuring our internal data around their performance is accurate and compliant.

About You

You will be customer-centric, approachable and are able to build rapport quickly with all stakeholders, regardless of seniority. You will be detail-oriented and comfortable in data analysis and presenting your findings, visually, through PowerPoint presentations and Excel reporting.

In addition to this, you'll also bring with you:

• Experience in the insurance industry
• Experience working with or strong knowledge of insurance builders and restorers desirable
• 2+ years supplier and/or account management experience (or in a similar role)
• Strong attention to detail and analytical skills
• Strong Microsoft Word, Excel & Powerpoint skills
• Proven ability to build rapport with service providers, including strong interpersonal skills and emotional intelligence levels
• Strong problem solving, resolution, negotiation and decision-making capabilities
• Ability to interpret complex information and respond by developing appropriate actions
• High standard of business English for written communication across traditional and electronic communication media
• Self-motivation, accountability for own achievement of required claim outcomes and own contribution to team outcomes

Key Responsibilities

• Overall responsibility for supplier (Builders and Restorers) performance management against key metric targets for cost, lifecycle and quality (reports, scopes & costings)
• Responsible for the ongoing development of the Building & Restoration scorecards and delivering to suppliers monthly
• Responsible for collating supplier feedback and delivering to suppliers monthly
• Responsible for collating report audit data and delivering to suppliers monthly
• Analysis of supplier performance data and identifying trends – scorecards, feedback, audits, operational data / reports
• Adopting and maintaining a methodology to identify the top, average and poor performers
• Adopting and maintaining a methodology to identify a select group of suppliers to performance manage over a 3-month period and beyond as required
• Preparing for, holding and summarising performance meetings with suppliers identified for improvement (target of 30 – 40 meetings per month)
• Tracking results monthly of the selected suppliers against the metrics specifically chosen for needing improvement
• Develop and follow through on performance improvement plans and provide or facilitate training as required
• Production and delivery of Operational Reporting as it pertains to Supplier Performance / Blueprint Compliance
• Proactively chasing Blueprint stage gate data critical to the progression of claims
• Ensuring allocated Regions / Postcodes in Blueprint are within a feasible distance of nominated supplier base locations (negative impact on cost and lifecycle if servicing postcodes outside of a feasible range)
• Work within Service Level Agreements (SLA's) and maintain client service standards
• Assist in expediting the progression of escalated issues related to supplier activity via efficient management of the Supplier Escalations Register
• Deliver effective communication to adjusters, suppliers and claims teams regarding important supplier activity
• Undertake relationship building and develop close links with key stakeholders including suppliers, operational staff and claims teams
• Work effectively within a team environment by assisting fellow team members, sharing information and supporting the team to achieve its targets and provide a positive claims experience
• Maintain professional and industry knowledge through continuing education

About Crawford

Crawford is the world's largest publicly listed claims management company operating in more than 70 countries. Crawford has been in operation for over 80 years and is committed to restoring and enhancing lives, businesses, and communities affected by natural disasters and catastrophic events.

Crawford is the only provider in Australia to offer services across the entire claim lifecycle – from 'first notification of loss' through to litigation:

• Loss adjusting – property, major and complex loss, catastrophe response
• Third party administration (Crawford TPA is a Lloyd's accredited provider)
• Forensic accounting including business interruption expertise
• Cyber response
• Managed repair services (Contractor Connection)
• Quantity surveying, forensic engineering & building consultancy (CRD Building Consultants)

To learn more about Crawford, please visit

Crawford is committed to being an inclusive workplace that employs and retains the best and most diverse talent. We value diversity of thought, experience and perspective and aim to create a workplace where our people feel valued, respected, and empowered. We welcome applications from Aboriginal and Torres Strait Islander peoples and from people of all backgrounds regardless of gender identity, age, sexual orientation, disability, or ethnicity.

It is the policy of Crawford that all successful employees consent to a national police check. To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status.

Interested? Please submit a short cover letter explaining why you are suitable for the role along with your resume.