Key Responsibilities: - Network Expansion and Optimization:
- Identify potential new service providers and assess their capabilities.
- Develop strategic partnerships with high-quality providers to enhance service coverage.
- Optimize the existing provider network to reduce service costs and improve efficiency.
- Implement tiered provider systems to prioritize high-performing service providers.
2. Performance Management: - Set and track KPIs for service providers, including response times, service quality, and customer satisfaction.
- Implement a regular feedback mechanism to improve provider performance.
- Create and maintain a performance dashboard for real-time tracking of network efficiency.
- Conduct quarterly performance reviews and recommend corrective actions for underperforming providers.
- Conduct mystery shopper assessments to evaluate service provider performance.
3. Risk Management and Compliance: - Develop and enforce compliance guidelines for all network partners.
- Conduct risk assessments to identify potential operational challenges and mitigate them proactively.
- Ensure all providers adhere to contractual obligations and service level agreements (SLAs).
4. Relationship Building and Retention: - Build strong, long-term relationships with key service providers.
- Organize regular training sessions and workshops to align providers with company goals.
- Implement a rewards or recognition program for top-performing partners.
5. Cost Control and Efficiency: - Negotiate favorable pricing and terms with service providers.
- Identify cost-saving opportunities without compromising service quality.
- Use data analytics to reduce unnecessary expenses and optimize resource allocation.
6. Technology and Digital Transformation: - Use CRM and data analysis tools to improve decision-making and streamline provider management.
- Explore automation opportunities to reduce manual effort and enhance data accuracy.
7. Customer Experience Enhancement: - Work closely with the customer service team to ensure seamless service delivery.
- Use customer feedback to refine provider selection and performance metrics.
- Implement quick resolution protocols for critical issues to improve customer satisfaction.
8. Data-Driven Decision Making: - Leverage data analytics to identify trends, predict demand, and optimize network performance.
- Provide strategic insights to the Operations Manager to support business growth.
- Prepare monthly and quarterly reports on network performance for senior management.
9. Crisis Management: - Develop contingency plans for service disruptions or provider failures.
- Ensure rapid response and recovery in case of emergencies.
- Regularly review and update risk management protocols.
10. Market Intelligence: - Monitor industry trends and competitor strategies to stay ahead in the market.
- Identify new technologies and processes that can enhance service quality and efficiency.
| 
