Claim Service Senior Manager

Through our Employee Value Proposition, Opportunity, Flexibility, Community, Diversity and Family, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do.

Role Designation: Home Based

Benefits to joining Allstate
Flexible Work Arrangements
Employee discounts (15% on auto and property insurance, plus many other products and services)
Good Office program (receive up to 400$ back after purchasing office equipment)
Student Loan Payment Matching Program for Government Student loans
Comprehensive Retirement Savings Program with employer matched contributions
Annual Wellness allowance to support employees with improving health and wellbeing
Personal reflection day
Tuition Reimbursement
Working within the community and giving back!

The Senior Manager is responsible for designing, developing, and implementing projects and initiatives that improve our First Notice of Loss Experience driving an exceptional customer journey and operational effectiveness. Responsible as the product owner for First Notice of Loss (FNOL) for defining and developing the future state. Collaborate amongst all key stakeholders to implement and realize benefits for enhancements. The Senior Manager is responsible for leading a team of Claims Managers that oversee the day to day operations of a Claims Service Representative phone queue team, specifically for First Notice of Loss.

Accountabilities:

People Management – 60%

Strategically collaborate with the Director and SLT level
Provides, maintains, and monitors Manager authority levels
Ensure workload is evenly distributed amongst the Managers
Lead Manager team huddles
Conduct MOR meeting with Manager Direct Reports
Work with Managers on their Performance Assessment Plans
Salary planning with Managers for their Direct Reports

Operational – 40%

Manages and resolves escalated customer communications, concerns, conflicts, or issues that fall within the authority level between the Manager and Director
Releasing cheque holds that fall between the Manager and Director authority level
Accountable for overall success of FNOL and Delivery. Review analysis of key metrics and operational reports from Finance, Corporate Risk, Telephony Forecasting and Delivery teams and initiate plans to improve claims processes and the customer experience
Review Quality Assurance results and ensure proper feedback and coaching is provided to the Manager Claims Service through managers’ weekly huddles and one-on-ones
Responsible as the product owner for First Notice of Loss (FNOL) for defining and developing the future state. Collaborate amongst all key stakeholders to implement and realize benefits for enhancements
Lead discussions with their Direct Reports and teams to implement change management initiatives while working closely with their leader to ensure consistency in messaging
Participation at industry committees

Qualifications:

10 or more years of related experience, including Contact Center and/or Call Center
5-7 years’ experience in people management preferably in Claims
Knowledge of both Auto and Property claim handling
Familiar with insurance policy, coverage, and provincial regulation;
Advanced knowledge of:
Claim processes, policies, procedures, claim systems, liability, damage estimating, and/or settlement, and adherence to applicable legal compliance standards
Analytical procedures to reconcile, manipulate, and recognize patterns of data
Problem-solving and preparation of complex reports for analysis
Advanced conflict management and problem resolution skills in managing internal and external customer relationships
Change Management experience in driving results
University Degree/College Diploma
CIP or working towards CIP designation

Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation, please let us know and we will work with you to meet your needs.