Csc Supplier Relations Team Manager

3 months ago

Centurion, South Africa OUTsurance Full time

**Company Description**
The Claims Supply Chain Function at OUTsurance requires a Motor Team Manager to assume operational responsibility for Supplier Relationship Managers (SRMs) while providing execution support to the General Manager.

The Motor SRM team provides claims supply chain oversight for all motor claims service providers. The size of businesses under contract ranges from small towing companies and motor body repairers to large corporate entities responsible for glass and car hire. This role requires a strong, technically oriented leader who will be able to contribute to meeting demand of claims related services through the effective leadership of the team.

Furthermore, this role requires the management and continuous improvement of processes related to the appointment and/or removal of service providers (SPs) into/from the network, the administration of service level agreements and the allocation of work to each SP in the network.

Support to the General Manager will include market research, stakeholder management, preparation of reports and analysis of the commercial aspects of the claims supply chain. The ability to self-manage productivity is also a key requirement.

Furthermore, the role requires the ability to analyse, manage and improve processes related to the design, and implementation in the supply chain for all motor supply chain service areas.
**Job Description** Responsibilities**:
**End-to-end management of all relationships/contracts with suppliers responsible for direct claims goods and services to achieve**:

- a target claims loss ratio
- a target customer service level measured through complaints ratio (CR) and customer satisfaction index (CSI)
- a target B-BBEE scorecard
- a balanced supply and demand continuum through the number of insured risks serviced per SP per geographical area and claims volumes authorised to each SP in those areas
- effective engagement with the network through measured contact time with the network

**Ensure the effectiveness and productivity of the supplier relationship managers with respect to**:

- Target workload
- Supplier contact time
- Quality control
- Professionalism & communication
- Risk mitigation

**Administration for the following SRM Key Performance Areas**:

- Supplier Performance Management
- Supplier Audits and Audit outcomes
- SPAAS / Supplier PBS representation
- Enterprise and Supplier Development
- Onboarding / Removing Suppliers
- Supply vs Demand Management
- New process training
- Query handling
- Ongoing Internal and external stakeholder management

**Represent SRMs at the following meetings**:

- Motor Application Forum
- Performance Review Meetings
- Ad-hoc, monthly & quarterly Supplier Meetings
- Key Control Meetings
- Enterprise and Supplier Development (ESD) & Environmental Social Governance (ESG) Meetings

**General team management**:

- Leave planning
- Staff development and training
- Succession planning
- Efforts to ensure team culture, high morale and engagement is maintained

**Execution support to the General Manager**:

- Commercial rates and contract development
- Project management support for CESCO and DAF related priorities
- Technical and commercial investigations into viability of business improvement initiatives
- Provide a point of escalation for incoming traffic from SPs and regulators for SRMs
- Real-time troubleshooting to support claims, assessing, IT and CLT operations
- Engagement with regulatory bodies and associations
- First-line audit support
- Combined assurance support (Internal Audit, Risk & Compliance and Legal)
- Development of policies, procedures and processes
- Preparation of reports & presentations
- Stakeholder engagement with- Claims administration
- Assessing
- Actuarial & Analytics
- Business Intelligence
- IT
- Risk and Compliance
- Finance
- Payroll

**Duties**:

- Accurate and timeous reporting of relevant management information to CSC Leadership team
- Build and maintain professional and ethical relationships with internal clients and suppliers
- Continuous improvement of training methods, performance measurement systems, underwriting standards etc.
- Overseeing department staffing - recruitment and selection
- Staff performance management, including management of disciplinary processes
- Process mapping & improvement
- Ownership of personal development
- Manage relationships with;
- Internal/external stakeholders
- Service Providers
- Voluntary and Regulatory bodies in the industry
- Supplier Relationship Management (SRM) skillset
- Assessing
- Claims
- Client Liaison Team

**Qualifications** Qualifications**
- Tertiary qualification and/or any motor assessing experience may be beneficial

**Experience**
- Minimum 3-5 years insurance claims operation and/or claims supply chain experience
- Minimum 2 years of leadership experience

**Additional Information** Attributes**:

- A way of work that anticipates the requirements of various stakeholders when engaging through all mediu

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