Head of Service Providers

About Europ Assistance

With more than 300 million customers around the world and branches in more than 34 countries, Europ Assistance is the 2nd global player in assistance services in three areas: mobility, travel, and personal care.

In 1963, Europ Assistance invented the assistance business. We promote new customer solutions and product innovation in designing assistance solutions for B2B partners. Europ Assistance, with 12,000 employees and 40% growth in 2022, is fully owned by Generali Group.

You Live, We Care is what we stand for in the eyes of the world, and it's our employees who bring those values to life. To our employees, we care means that we are supportive, available, reliable, and easy to work with. As a leader in the assistance industry, we are looking for passionate, committed, and self-driven talent to help us shape the future of the industry.

Europ Assistance is committed to inclusion and non-discrimination. We act in favor of disability, social diversity, and equality. Above all, we recruit skills and personalities, and diversity within our teams is key because it is a source of innovation and performance.

Make an impact, join Europ Assistance!

Job Description

You have a strong background in managing service provider networks and are looking for a position in an international environment, contributing to the operational success of a dynamic team.

Context

Within the Operations Department of the Europ Assistance Group, you will coordinate and create a network of service providers, manage service quality, and optimize costs. Your role ensures the seamless operation and continuous improvement of the service provider network, aligning with business needs and objectives. You will report to the Operations Director.

Responsibilities/Tasks

Maintenance and State of the Service Providers Network

• Establish and manage service providers to meet service needs across all lines of business.
• Define and support supplier selection criteria in collaboration with the Operations Director.
• Manage agreements and collaboration contracts with all service providers.
• Update and maintain the service providers database as per business needs.
• Monitor the quality of services provided by the network.
• Resolve incidents and manage supplier priorities.
• Track service providers activity volume and assess installations and services.
• Develop and maintain supplier documentation: protocols, Service Level Agreements (SLA), letters, and forms.
• Generate and monitor activity statistics for the network to improve decision-making.
• Manage and monitor supplier invoicing and costs.
• Track network volume: number of service providers, means, tools, locations, etc.
• Negotiate service costs with all service providers to ensure proper cost containment.
• Continuously optimize operational procedures to improve productivity.
• Analyze reports and statistics related to all aspects (QoS, cost, budget).

Invoicing and Tariffs Method

• Maintain updated folders with all supplier tariffs.
• Monitor supplier tariffs.
• Implement cost-reduction tariff policies without compromising service quality.
• Update tariffs in the software system.
• Negotiate tariffs with service providers to reduce costs.

Travels and Visits

• Welcome and manage supplier visits.
• Resolve incidents on-site.
• Conduct follow-up trips to monitor the network.

Other Aspects

• Organize conventions and trainings for service providers.
• Achieve departmental objectives and KPIs set by the company.
• Provide direct support to the Operations Department and other company departments if required.
• Perform any other duties or responsibilities as reasonably requested by the Operations Director.

Preferred Experience

• Bachelor's degree in a related field.
• Minimum 5 years of experience in assistance or insurance services.
• Proficiency in English.
• Teamwork capability.
• Willingness to travel as per company needs.

Skills/Knowledge/Abilities

• Proficiency in MS Office.
• Strong team spirit and stress endurance.
• Good judgment and integrity.
• Organizational sensibility and adaptability.
• Flexibility and willingness to work under pressure and at unsociable hours when necessary.

Join Europ Assistance and make an impact!