Supplier Performance Manager – Household

Company Description

For over a century, The AA has been keeping Britain moving. Today, millions of drivers trust us to be there when it matters most, and we're equally committed to supporting the people who make that possible. With a 4.5-star Glassdoor rating, we've built a culture where colleagues are empowered to grow, collaborate and make a real impact for our customers on every journey. Which has been recognised by Sunday Times “Best Places to Work” for the last two years.

Job Description

This is the job

As our Household Supplier Performance Manager, you’ll take ownership of the strategy, performance and continuous improvement of our end-to-end Household Claims supply chain. You’ll oversee our appointed claims suppliers and external surveyor panel, alongside leading our in-house Validation Surveyors and Supply Chain Technician.

You’ll make sure our supply chain delivers the right outcomes for customers while maintaining accurate claim validation and scoping, strong indemnity control, regulatory compliance and consistently high service standards.

Working closely with the Household Management Team, Procurement, Claims and other key stakeholders, you’ll shape and strengthen our supply chain capability. You’ll manage commercial and operational risks, ensure we have the right capacity and contingency in place, and identify opportunities to improve performance, efficiency and the overall claims experience.

What will I be doing?

• Leading the end-to-end performance of our Household Claims supply chain, ensuring suppliers deliver against contractual, operational, regulatory and customer expectations.
• Developing supplier strategies, best practice and processes that improve service, control indemnity spend and support the wider Household Claims strategy.
• Managing the sourcing, procurement and onboarding of Household Claims suppliers, ensuring we have the right capability and capacity across the supply chain.
• Driving supplier performance through clear SLAs, regular reviews, audits and performance frameworks, identifying opportunities to improve customer and commercial outcomes.
• Overseeing live and closed claim audits to strengthen best practice, improve scoping accuracy and maintain high standards across the supply chain.
• Providing technical expertise and guidance on building claims, complex losses, scope adjustments and supplier-related issues to support the right claims outcomes.
• Identifying supply chain risks, emerging market trends and potential fraudulent activity, working with specialist teams and stakeholders to take appropriate action.
• Building robust contingency plans to maintain service and minimise disruption for customers should supplier capacity, performance or availability change.
• Analysing supplier and claims performance data to identify trends, produce regular reporting and develop targeted improvement plans.
• Leading and developing our Validation Surveyors and Supply Chain Technician, setting clear objectives and maintaining strong performance, quality and behavioural standards.