Supplier Performance Manager - Household

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.

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.
What do I need?
• Strong knowledge of domestic building construction, common defects, appropriate repair methods and the technical considerations involved in Household Claims.
• Proven experience sourcing, managing and improving the performance of Household Claims suppliers,including supplier auditing and service reviews.
• Strong commercial awareness with experience of contract management, supplier negotiations, cost control and delivering value from external partnerships.
• Leadership experience managing, coaching and developing technical professionals or surveying teams to deliver high standards of performance and quality.
• Excellent stakeholder management skills with the ability to build strong relationships, influence decisions and work effectively across different levels of the organisation.
• Strong analytical capability with the ability to interpret management information, identify emerging trends and turn insight into measurable supplier and operational improvements.
• Sound understanding of claims validation, scoping, indemnity control and the factors that contribute to effective Household Claims outcomes.
• Good understanding of regulatory requirements within insurance claims, with a focus on Consumer Duty, customer outcomes and treating customers fairly.
• Commercial judgement with the ability to identify and manage supplier, operational and service continuity risks while developing effective contingency plans.
• Proactive problem-solving skills with the confidence to take ownership, challenge where appropriate and deliver practical improvements that add value.

Belonging at The AA

At The AA, we value the unique perspectives, experiences and ideas that our people bring. We've nurtured a workplace where everyone feels valued, respected and empowered to do their best work.

Through our employee communities and inclusion initiatives, we’ve created opportunities for people to connect, share experiences and influence positive change across the business. This is a place where your voice matters and where you can belong, grow and succeed.

Driven by People, Rewarded by Benefits

We believe in rewarding our people. That's why we offer a comprehensive benefits package including;

25 days' annual leave plus bank holidays, the option to buy additional holiday

Up to 7% employer pension contribution

Free AA breakdown membership from Day One with 50% discount for family and friends, discounts on AA products including car and home insurance

24/7 GP access and wellbeing support for you and your family

A wide range of employee discounts, including our popular car salary sacrifice scheme

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