Network Manager, Assistance Operations

Network Manager – Partnerships & Networks

Brisbane, Australia Join a global leader in roadside assistance and automotive support.

We’re looking for a proactive and relationship‑driven Network Manager to oversee our automotive Provider network across designated states. In this role, you’ll ensure our customers receive fast, high‑quality roadside assistance and towing services by maintaining strong provider partnerships, ensuring compliance, and driving continuous improvement across the network.

What You’ll Do

Customer Service & Network Performance

• Ensure all Providers are fully qualified and aligned with Allianz Global Assistance KPIs.
• Maintain strong provider coverage to meet contractual obligations and customer expectations.
• Build relationships with service organisations to promote our services.
• Monitor provider competence, performance, and commitment to delivering exceptional customer outcomes.

Provider Management

• Develop and maintain Provider assessment and accreditation processes.
• Review payment structures to optimise cost efficiency.
• Ensure adequate coverage across regions and service types.
• Deliver weekly, monthly, and quarterly KPI reporting.
• Analyse cost‑focused KPIs to identify improvement opportunities.

Customer Grievance Reporting

• Produce monthly and quarterly reports on complaints, compliments, audits, and provider changes.
• Highlight initiatives that strengthen and enhance the network.

Technical Liaison & Support

• Collaborate with Automotive Network, Emergency Assistance, Customer Care, and Strategic Account teams.
• Build strong relationships with manufacturer technical teams.
• Support the Learning team to maintain accurate technical training materials.
• Provide real‑time or retrospective technical support to technicians and towing operators.
• Coach Providers to improve technical capability and service quality.

Quality Assurance

• Ensure adherence to all Quality Assurance guidelines.
• Use customer insights (NPS, complaints) to identify training needs and drive service improvement.

Communication & Collaboration

• Communicate clearly and professionally across all channels.
• Work collaboratively with internal teams and external partners to deliver outstanding outcomes.

Compliance

• Meet all compliance obligations and escalate risks or issues as required.

What You Bring

• Ability to identify training needs and support training delivery.
• Strong MS Office skills.
• Excellent communication skills, including confidence speaking to groups.
• Outstanding organisational and time‑management abilities.
• Ability to identify cost trends and external cost savings.
• High attention to detail and commitment to quality.
• Ability to self‑manage performance and adapt to changing environments.
• A collaborative, positive, and team‑focused mindset.
• Ability to travel independently as required.

93404 | Procurement | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

Great to have you on board. Let's care for tomorrow.