Senior Manager Claims Service

Job Description

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description

The Senior Manager Claims Service 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 the team, specifically for First Notice of Loss.

Key Responsibilities

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

Requirements

• 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

Education

• University Degree/College Diploma
• CIP or working towards CIP designation

Additional Skills

• Multi-provincial claims knowledge and proficiency
• Continuous Improvement and process design experience
• Knowledge of AllDocs
• Familiarity with Genesys and/or Claim Center

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Skills

Business Acumen, Business Communications, Coaching, Conflict Management, Problem Solving

Compensation

Expected compensation for this role ranges from $ 89, ,300.00 annually. Actual salary offered to successful candidates will vary based on their skills and experience.

Joining our team isn't just a job — it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

Allstate Canada Group uses AI technology tools to assist in screening, selecting, assessing, and scheduling interviews with candidates as part of the recruitment process.

This job posting is for a current open role within the organization.