Contractor Performance & Capacity Manager

Crawford & Company

United Kingdom

On-site

GBP 55,000 - 80,000

Full time

14 days+

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Job summary

Crawford & Company is seeking a proactive Supplier Performance Manager to oversee a network of contractors and suppliers across the UK. You will drive performance against SLAs/KPIs, recruit and vet suppliers, and adapt capacity to meet demand while maintaining quality and cost targets.

You will use MI tools such as Excel and Power BI to inform priorities, negotiate improvements, and lead audits and remediation plans. Travel across the region with occasional overnight stays is required.

Qualifications

Proven experience in insurance property reinstatement or building repair.
Experience managing supplier or contractor performance against SLAs and KPIs.
Working knowledge of CDM Regulations 2015, H&S and asbestos regulations.
Understanding of FCA conduct requirements in claims: Consumer Duty, complaints handling, fair treatment of vulnerable customers.
Comfortable using data and MI (Excel or similar) to set priorities and show improvement.
Experience resolving complaints and disputes with contractors and customers.

Responsibilities

To build, train and performance manage a network of quality contractors and suppliers within your geographic area.
To recruit and vet quality suppliers to meet the demand of the business including surge events and all work streams
To continually manage the capacity of the suppliers, adapting to changes in demand and service offering.
To interpret and utilise management information to inform your priorities in managing your suppliers
Advise, train, support and drive performance improvements with your suppliers throughout your geographic area
To adopt a continuous improvement approach to supplier management, using both qualitative and quantitative data
To identify poor performance and take preventative action with suppliers including goal setting and improvement plans
To undertake site and desktop/file audits on suppliers and write up findings and improvement plans
To attend to and mediate on complaints when escalated considering cost and reputational impact
To proactively manage new and existing supplier relationships through communication strategies, reporting, MI, forums and regular meetings
To manage internal and external client relationships by ensuring suppliers deliver excellence against SLAs/KPIs
To attend and promote the Contractor Connection service at client meetings as required
To ensure all suppliers’ compliance with H&S, FCA procedures and TCF requirements
To participate in appropriate delivery of products, services and initiatives
To achieve growth and financial targets
To promote the Company ethics and values and focus on customer needs and clients’ brands