Role Purpose:

The Head – Central Network Support is responsible for ensuring the quality and efficiency of the RSA (Roadside Assistance) provider network. This includes managing provider onboarding, maintaining network hygiene, driving key projects for network optimization, managing service costs, reconciling payments, resolving network-related queries, and ensuring adherence to Standard Operating Procedures (SOPs). The role also involves administrative management of depots and collaboration with internal and external stakeholders to deliver exceptional service quality and operational excellence.

Key Responsibilities:

Provider Onboarding & Network Quality

Ensure quality and compliance in the provider onboarding process, including documentation and operational standards.
Maintain network hygiene by regularly auditing and monitoring provider performance.
Drive projects to optimize network presence and ensure adequate coverage across regions.

Service Cost Management

Manage service costs effectively by negotiating with providers and implementing cost control measures.
Monitor and analyze cost trends to identify opportunities for optimization.

Payment Reconciliation & Query Resolution

Reconcile payments with providers to ensure accuracy and timely processing.
Resolve network-related queries and implement corrective actions to prevent recurrence.

Standard Operating Procedures (SOPs) & Compliance

Develop, implement, and monitor adherence to SOPs for network operations.
Ensure compliance with all regulatory and organizational requirements.

Depot Administration & Management

Oversee administrative management of depots, ensuring efficient workflow and adherence to operational standards.
Monitor depot performance and implement improvements to enhance operational efficiency.

Team Management & Collaboration

Lead and manage the central network support team to achieve operational goals and maintain high performance.
Collaborate with internal functions such as finance, operations, and customer service for seamless execution of tasks.

Customer Service & Escalation Management

Address customer service escalations effectively and implement corrective actions to enhance satisfaction.
Collaborate with the customer service team to ensure high levels of customer satisfaction.

Key Requirements/Skills/Experience:

Technical Expertise

Strong technical background with exposure to automobile repair and maintenance.
Knowledge of RSA network management and provider operations.

Team Management & Leadership

Proven experience in managing teams and driving performance in a dynamic environment.
Ability to train and mentor team members on technical and operational aspects.

Process & Cost Management

Experience in implementing and monitoring standard processes.
Strong cost control and vendor management skills, including price negotiations.

Analytical & Project Management Skills

Proficiency in MS Office (Excel, Word, PowerPoint) and data analysis.
Experience in project handling, with exposure to Six Sigma methodologies being a plus.

Communication & Customer Service

Excellent written and verbal communication skills.
Strong customer service orientation with the ability to manage escalations effectively.

Techno-Commercial Acumen

Ability to balance technical requirements with commercial considerations to drive business outcomes.

Educational Qualifications:

Bachelor’s degree in Automobile Engineering, Mechanical Engineering, or a related field is preferred.

Experience:

Minimum 18 years of experience, preferably in the automotive or field service industry.
Proven track record in RSA network management, provider onboarding, and cost optimization.

Additional Information:

Allianz values diversity and inclusivity in the workplace.
This role offers opportunities for career growth, skill development, and collaboration with a dynamic team.

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