Regional Manager

Description du poste:

About the role

Manage the delivery of roadside assistance to clients and customers in the region through the internal and external network of technicians and towing providers

To ensure all KPI's and company objectives are met or exceeded and that performance is closely monitored and managed to ensure continuous improvement and cost reduction.

Hours

* 40 hours per week, Monday to Friday. However, due to the nature of this role hours may vary in line with the needs of the business.
* Additional "on call" duties will also be required increasing the working hours to an average 48 hour in 17-week period. On call duties are shift based to cover early and late shift times and weekends.

Scope

The Regional Manager is responsible for the following Teams:

* Regional Network Manager
* RSA technician specialists
* RSA technicians (Branded & Multi-Brand)

Performance Management

Objective - Assume responsibility and accountable for achieving regional KPI targets across internal and external networks

* Manage the delivery of roadside assistance to customers in the region through internal and external networks
* Assume responsibility/accountability of all operational issues within the team
* Highlight and manage positive and negative performance issues with technicians and external agents
* Ensure that the delivery of technician hours meets business demand
* Ensure that downtime is managed and kept to a minimum
* Be available for escalated issues outside of normal office hours. This will include being part of a rota with other team members
* Use of Management Information (MI) showing key performance indicators which is shared with the internal/external networks, ensuring appropriate business sensitivity
* Processing and management of technician incentive schemes to ensure all technicians are rewarded appropriately according to the scheme rules

External Networks

Objective - Ensure that the external network or providers has capacity to handle the expected number of cases, and that robust surge plans exist to respond well to peak demand

* Ownership of supplier relationships principally within a geographic territory
* Identification and recruitment of new providers
* Negotiation of costs with suppliers within an agreed framework
* Responsible for sourcing towing provider and other relevant suppliers in accordance with procurement policy and commercial authority
* Contract management for suppliers including regular review meetings/calls and routine audits where appropriate.
* Identifying new suppliers to join the network through an effective evaluation process
* Adherence to the network quality assurance framework
* Responsible for the maintenance and updating of network related information on the assistance platform (ABS)

Case management and customer advocacy

* Work closely with the providers to ensure a joined up approach to case management which delivers a class-leading and cost effective service
* Own network related action plans arising from customer and colleague feedback
* Respond to all forms of customer and client feedback with recommendations and by implementing agreed actions
* Adhere to relevant Financial Conduct Authority regulations, such as the Treating Customers Fairly guidelines
* Ownership of contractor information to ensure compliance (i.e. contracts, insurance, trade certification, health and safety policy etc.)
* Supporting the Operational Finance team with network invoice queries and making decisions within agreed authority limits

Claim cost and leakage

* Ensure that assistances are managed in the most cost effective manner.
* Ensure that target average job costs are achieved
* Recommend new ways to reduce costs whilst maintaining service quality
* Ensure that decisions for the network and on specific claims are aligned with leakage objectives
* Responsible for achieving agreed leakage targets and participating in regular internal audit meetings

Stakeholder Management

* To actively engage with government departments and agencies, industry associations and the recovery network nationally to enhance the image and reputation of AzP UK within the UK.
* To represent AzP UK at industry or government meetings, seminars and association gatherings/functions to ensure the AzP UK brand values are clearly recognised and understood.
* Keep business /stakeholders informed of current and/or any changes to legislation relating to Roadside Recovery.
* To ensure the AzP UK influence is brought to bear in all industry and government associations or working groups.

Health & Safety

Objective - Manage health and safety abiding by the Health & Safety Work Act 1974

* Abide by the Health & Safety Work Act 1974.
* Notify the Company Health & Safety officer or the Managing Director of any Health & Safety issues which may cause harm to fellow employees.
* Advise of any additional Health & Safety training that may be required
* Be responsible for the adherence of Technician procedures to Safe Systems of Work (SSOW), including monitoring
* Carry out risk assessments as and where necessary

Quality Focus

Objective - Create and facilitate an environment focused on providing a cost efficient service that meets and exceeds the expectations of our customers and clients.

* Maintain a culture, which is driven to deliver a level of customer service indicative of the expectation levels of our clients.
* Develop the team to achieve a level of empowerment, which can be utilised to achieve an intelligent balance between cost control and customer service delivery.
* Investigate any Customer Support issues relating to technicians and external agents, liaising with all relevant parties where necessary

Team Management

Objective - To assume responsibility of all operational issues within the team.

* To lead, motivate and develop the team to ensure that the quality and standard of service required by the company and our clients is fully realised and consistently achieved
* Maintain a culture, which is driven to deliver a level of customer service indicative of the expectation levels of our clients
* Carry out monthly 121/performance review meetings
* Conduct MOC meetings of concern and disciplinary meetings as required
* Host regular team meetings with all team members

Administration

Objective - To ensure the timely completion of all routine administration tasks.

* Maintain accurate training, coaching and feedback records for the team.
* Collate and provide accurate, timely statistics both on a regular and ad hoc basis.
* Ensure that all manual back up paperwork is available and up to date.
* Ensure that all administrative procedures are followed.

You will also be responsible for the following:

Training

* To advise your Manager of any areas of work for which you require any additional training.
* To provide one to one training where deemed necessary.

Quality Management System

* To ensure that Technicians provide a quality service at all times, including technician and vehicle presentation and customer facing skills.
* To promote a culture which delivers a level of customer service indicative of the expectation levels of our clients.

Coaching and Development

Objective - Achieve and maintain a clear focus on the continuous development and support of the team

* Iidentify training and development needs in all aspects of technician duties and liaise with the training manager to ensure that appropriate training and support is provided.
* Ensure that personal development plans and improvement plans are in place for individuals who require them and that they are reviewed during the monthly one-to-one meetings.

Appraisals

* To actively carry out annual staff appraisals and regular objective review meetings for the team.
* Participate and contribute towards individual annual appraisals, team meetings and regular one-to-one assessment sessions.
* To carry out end of probation assessments.

Regulatory

* Work within and be compliant at all times with all relevant regulations and legislation applicable to the role.

AI Readiness Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

How we hire
To Recruitment Agencies
Allianz recruits through dedicated in-house teams and does not accept unsolicited resumes/CVs, candidate introductions, or outreach from agencies or search firms. We only engage agencies under a prior, written contract and, where applicable, via our Preferred Supplier List (PSL). No fees will be paid for any candidate submitted or introduced without a contract in place, even if that candidate is subsequently hired. Do not contact hiring managers directly. Any breach, including unsolicited submissions, off-PSL contact, or attempts to invoice without an agreement, will result in candidate disqualification, termination of any existing contract, and non-payment of fees.

98044 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

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