Manager - Contractor Network Performance

Excellence In Everything We Touch

Position Summary

Under general direction of the Senior Manager – Quality Assurance & Training, this position responsible for overseeing the day-to-day and strategic operations of Contractor Network Performance Management Team, supervisors and staff, ensuring that the department provides clients with consistent, timely and high quality contractor work product that meets, or exceeds, industry and client specific expectations. Provides leadership for Network Performance Management while also aligning network performance methodologies across the organization ensuring that initiatives are fully leveraged to tactically execute against stated objectives and expectations. This role contributes to the growth of Contractor Connection by partnering with and supporting the efforts of the Senior Leadership team and drive overall performance and results of the U. S. Operation.

Responsibilities

• Serves customers by planning and implementing Contractor Network Performance Management strategies, methodologies and operations; improving systems and processes; managing staff.
• Oversees, monitors and ensures that company targets and client requirements are met
• Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; contributing information and analysis to organizational strategic plans and reviews.
• Leads the development of the group’s objectives, creating action plans to consistently improve metrics and achieve client program/campaign goals
• Provides leadership for Performance Management functions.
• Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Develops and maintains effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Oversees all aspects of assignment process involving Contractor Network Performance Management
• Aligns network performance management methodologies across the organization ensuring that initiatives are fully leveraged to tactically execute quality assurance and training strategy.
• Monitors and analyzes report data to effectively/efficiently manage critical department functions.
• Management of any client escalations relating to the operational team’s performance
• Develop and oversee a well-executed monitoring process that ensures a high level of quality
• Identify and resolve customer issues as well as participate in routine communications with clients to ensure complete customer satisfaction
• Audits department work product and resolves estimating issues
• Maintaining budget requirements
• Works to enhance or design applications as needed for improving processes
• Develop and maintain a comprehensive working knowledge of the company systems

Requirements

• B.S. or B.A. in Business Management or equivalent, or related experience is required.
• Minimum of five years’ experience in insurance claims leadership roles
• Minimum of five years’ experience in a customer service related supervisory position
• Ability to utilize internal web-based programs
• Computer literate with working knowledge of e-mail and the Internet.
• Proficient in Xactimate and other estimating tools
• Proficient in the use of Microsoft applications, including Word, Excel, and PowerPoint required
• Ability to delegate tasks as needed
• Ability to analyze data and resolve issues
• Ability to acquire and maintain an in-depth knowledge of company operations, systems, contract guidelines and other required policies and procedures
• Excellent written and verbal communication skills.
• Excellent interpersonal skills and ability to work with and manage a variety of people
• Excellent public speaking and presentation skills
• Strong leadership and analytical skills
• Ability to deal with difficult issues under pressure, and provide necessary communication to staff, insurer clients and/or contractors

About Us

Why Crawford?

Because a claim is more than a number — it’s a person, a child, a friend. It’s anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community – one claim at a time.

At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We’re looking for the next generation of leaders to take this journey with us.

We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values. Learn more at www.crawco.com.

When you accept a job with Crawford, you become a part of the One Crawford family. 

• Our total compensation plans provide each of our employees with far more than just a great salary
• Pay and incentive plans that recognize performance excellence
• Benefit programs that empower financial, physical, and mental wellness
• Training programs that promote continuous learning and career progression while enhancing job performance
• Sustainability programs that give back to the communities in which we live and work
• A culture of respect, collaboration, entrepreneurial spirit and inclusion

Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means.

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