Performance Manager

As a Performance Manager at Agero, you will be responsible for creating and managing the service delivery strategy for your designated region. Your key responsibilities will include improving service delivery metrics, enhancing customer satisfaction, and reducing costs. Additionally, you will conduct root cause analyses to pinpoint underperforming markets and develop strategies for improvement, all while maintaining strong partnerships with key service providers.

To qualify for the Performance Manager position at Agero, you should have a bachelor’s degree in business or equivalent experience, along with 3-5 years of supplier or asset management experience. Previous service experience in service delivery is a plus. Exceptional analytical, communication, and relationship-building skills are essential, as is the ability to work independently in a fast-paced environment.

Success as a Performance Manager at Agero is evaluated based on your ability to implement a master strategy for your region that results in improved customer satisfaction scores and reduced claims expenses. Meeting and exceeding the assigned performance metrics is essential, along with your effectiveness in coaching service providers and fostering positive relationships with clients.

A Performance Manager at Agero should possess strong analytical and decision-making skills, excellent performance management capabilities, and exceptional verbal and written communication skills. Building relationships is key, so the ability to foster strong partnerships and educate service providers is crucial for driving success in this role.

Agero prioritizes the personal and professional growth of its employees. As a Performance Manager, you will have access to various development opportunities, including training programs, mentorship, and tuition assistance through our robust education benefits. We are committed to investing in your future to help you thrive and progress in your career.

When answering this question, focus on specific examples from your previous roles that showcase your ability to manage service delivery effectively. Highlight any metrics you improved and how your strategic initiatives directly impacted customer satisfaction or cost efficiency.

Discuss your strategy for identifying performance gaps and how you communicate with underperforming teams. Emphasize your coaching techniques and how you motivate and support them to adopt best practices and enhance their performance.

Your response should reflect an understanding of key performance indicators in service delivery, such as Customer Satisfaction Index (CSI), claims expenses, response times, and other relevant metrics. Be sure to explain how you use these metrics to drive performance improvements.

Highlight the importance of communication and trust in building relationships. Provide examples of how you engage with service providers, educate them on best practices, and create an environment of collaboration and mutual respect.

Share a specific case where you developed and executed a plan to enhance service metrics. Discuss the actions you took, the challenges you faced, and the positive outcomes that resulted from your initiatives.

Explain your methodology for conducting root cause analyses, including how you gather data, identify patterns, and determine underlying issues causing performance problems. Share how you translate these findings into actionable strategies.

Discuss your proactive approach to staying informed, such as attending industry conferences, following relevant publications, and networking with peers. Emphasize your commitment to incorporating best practices and innovations into your service delivery strategies.

Mention how competitive intelligence informs your decision-making process by providing insights into market trends, customer preferences, and competitor offerings. Explain how these insights shape your service delivery strategy and improve performance outcomes.

Describe how you value teamwork and collaboration in achieving performance goals. Share examples of how you have engaged cross-functional teams to drive success, ensuring that everyone works toward common objectives.

Talk about your time management skills and how you prioritize tasks based on impact and urgency. Provide specific examples of how you've effectively managed conflicting priorities while ensuring that key service delivery goals are met.