Service Network Manager ANZ

Assurant, Inc.; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Service Network Manager to lead their service network strategy across Australia and New Zealand. This role involves managing onshore and offshore teams, collaborating with major clients, and ensuring the delivery of high-quality service through strategic partnerships. The ideal candidate will have extensive experience in service network management, strong analytical skills, and the ability to engage effectively with stakeholders. Join a company that values diversity and inclusion, and be part of a team that is committed to making technology accessible and eco-friendly.

Benefits

Recharge days for Mental Health

International and Local mentoring programs

Discounted Employee Share Purchase Program

Diversity panels and employee resource groups

10 weeks company paid parental leave

Development programs for higher education

Volunteering leave

Novated vehicle leasing

Qualifications

• 8+ years of Service Network experience across Australia and New Zealand.
• Strong analytical and problem-solving skills with commercial understanding.

Responsibilities

• Lead the service network strategy and manage onshore/offshore teams.
• Collaborate with stakeholders to design and implement service solutions.

Skills

Service Network Management

Stakeholder Engagement

Analytical Skills

Advanced Excel

Communication Skills

Problem-Solving Skills

Organizational Skills

Time Management

Job description

Why work with Assurant?

Everyone at Assurant, no matter their role, their skills, or where they’re located around the world is united by our uncompromising values and culture. You’ll bring innovative thought, and a passion for exceptional customer & client partnering to everything you do.

With more than 100 years industry expertise, we are trusted by over 300 million consumers worldwide and, Assurant supports global businesses that are advancing the connected world for their customers, making technology more accessible and eco-friendly.

Some of the benefits you'll get working at Assurant include:

• Recharge days to support Mental Health, and cultural leave to celebrate what’s important to you
• International and Local mentoring programs
• Discounted Employee Share Purchase Program
• Diversity panels and employee resource groups
• 10 weeks company paid parental leave including superannuation contributions while on unpaid leave
• Development programs and support for higher education
• Novated vehicle leasing
• Volunteering leave to give back to the communities we serve

What's the role about?

The Service Network Manager is primarily responsible for the delivery of the overall service network and salvage strategy whilst effectively leading and managing onshore, offshore teams, OEMs, and major clients to ensure the overall ongoing management and delivery from a network of service partners to support the business plans within Australia & New Zealand.

This position will work closely with the business to understand the requirements of clients and consumers, to ensure the network can support all new and existing programs. It is critical for this position to understand and validate the respective Service Network Partner propositions to ensure the right partners are in place and provide the right level of service to end consumers.

• Effectively lead the team to ensure delivery of the overall service network strategy
• Work with both client and business stakeholders to design and implement solutions as required across repair, replacement, and salvage programs to optimise efficiency
• Manage the OEMs, strategic clients, and partners across all areas of service network
• Continually review existing service partners to review which should be retained and further developed
• Ensure all service partners offer the best quality of service, competitive pricing, and value-add service
• Overall responsibility for the on and off-boarding of service network partners, establishing and monitoring agreed SLAs & KPIs
• Work collaboratively with Customer Experience to drive the right outcomes and right communications to customers from the network ensuring an industry leading NPS.
• Constantly look for streamlining opportunities to drive efficiency across the platform
• Ensure the team is supporting the claims team in providing technical assistance and expertise
• Collaborate with business to ensure system needs for service partners have been documented, agreed, built, and tested as appropriate, within required time frames
• Producing monthly reports
• Review the existing suite of Service Partners and through detailed analytical analysis to provide recommendations on service partners and their overall suitability
• Work in conjunction with appropriate departments to ensure required due diligence processes are always complete.

Does this sound like you?

• 8+ years of Service Network experience across both Australia and New Zealand
• 4+ years of overall Service Network responsibilities across Australia and New Zealand
• Advanced Excel
• Excellent written and verbal communication skills
• Excellent stakeholder engagement, both internal and external
• Strong analytical, numerical and problem-solving skills with an understanding of commercial principles
• Ability to articulate ideas to both technical and non-technical audiences
• Ability to multi-task and perform under time constraints in a fast-paced, changing environment
• Demonstrated ability to convert insights into strategies and roadmaps
• Strong prioritisation and organisational skills with the ability to work with cross-functional teams
• Demonstrated logical thought process and critical thinking ability
• Solid business and financial judgement with the ability to measure results and identify opportunities
• Understanding of performance measurement tools, methodology and technology

Interested? We'd love to talk more...

Submit your resume and cover letter detailing your experiences and suitability for the role. The successful applicant will be subject to relevant background checks such as reference checks and a police check.

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

For further information about Assurant, please visit our website at https://www.assurant.com/