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Network Lead - Home & Lifecare

Job Level:  Professional

Brisbane, QLD, AU, 4000

Due Date:  30/07/22
Area of Expertise:  Customer Services & Claims
Unit:  Allianz Australia
Job Type:  Full-Time
Remote Job:  Remote working
Employment Type:  Permanent
ID:  9268

Role Purpose:

Reporting to the National Operations Manager, Home & Lifecare, the Network Manager will provide be responsible for the overall contract and relationship management of a portfolio of contracted providers within Assistance Operations. Including, but not limited to Retail Suppliers of Mobility Aids & Equipment and service providers of Domestic Assistance Services.



Key responsibilities:

Sourcing & Contracting Network Partners.

  • Work Closely with the National Operations Manager, Home & Lifecare to build & secure Network Partners for New and existing territories using Tactical & Strategic Procurement techniques.
  • Identify significant gaps in Network capability and geographical coverage and suggest solutions to fill those gaps
  • De-risk Network coverage by building a strong pipeline of future suppliers

Contract & Network Management

  • Manage in flight provider contracts in line with the Home & Lifecare Contract Management framework
  • Ensure providers are delivering to customer and business objectives and we are supporting our obligations to our Partners
  • Maintain alignment and currency between our contractual obligations to Partners and contracting arrangements with providers
  • Lead and drive all monthly and quarterly performance reviews with key providers

Relationship Management

  • Work closely with Assistance Operations Support team to ensure network partners are supplied with accurate free flowing information and training needs are fulfilled on an as needs and periodic basis
  • Remain a point of contact and escalation for key providers
  • Maintain strong working relationships with internal stakeholders including but not limited to Contact Centre leaders, Strategic Account Managers and Performance Reporting/Data Analytics functions.
  • Work closely with Procure to Pay function to maintain clear line of sight on provider billing and debt

Provider Complaints

  • Provide assistance to Assistance Operations Complaints team in the investigation of provider damage and service complaints
  • Provide weekly and monthly reporting to Assistance Operations leadership team on complaint trend analysis and root cause
  • Provide formal feedback to providers and record this feedback after complaints have been resolved
  • Follow cost and repair authorisation processes and ensure providers are rebilled costs for damage which they are found liable for.



As the Successful Network Lead, Home and Lifecare you will bring to this role:

  • Experience working within procurement, supplier management or account management functions
  • Excellent interpersonal and communication skills
  • Strong attention to detail
  • Demonstrates and ability to contribute to a dynamic customer service team
  • Ability to self-manage performance against set goals and KPI’s
  • Is flexible in adapting to a changing environment
  • Strong problem solver
  • Ability to multi task and manage time effectively.
  • Is committed to contributing to a positive, collaborative and fun team culture