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    Director, Service Management Transformation - Markham, ON, Canada - Allstate

    Allstate
    Allstate Markham, ON, Canada

    2 weeks ago

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    InternshipSHIP
    Description

    Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life.

    Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism.

    Flexible Work Arrangements
    Good Office program (receive up to 400$ back after purchasing office equipment)
    Comprehensive Retirement Savings Program with employer matched contributions
    Working within the community and giving back

    The Director, Service Delivery is accountable for ensuring consistent and effective delivery of customer service to the highest standards of quality.

    Working closely with other business areas, the Director will set the overall service delivery strategy and continually identify opportunities for improvement.

    As part of the Service Leadership team, the Director, Service Delivery will lead a team of service professionals across multiple provinces.

    Manage and resolve escalated customer communications, concerns, conflicts, or issues in a timely manner
    Lead, engage and develop a high-performing service delivery team, ensuring they have the necessary training and resources to excel in an omnichannel environment
    Monitor demand and capacity and manage capacity pressures
    Continuously iterate operating model and structure for optimal performance
    Develop strategies to monitor budgets, operational plans, and performance
    Leverages analytics to support decision making on strategic direction and alignment with business priorities
    Leads change management efforts within area by gaining alignment, buy in and support within discipline initiatives and other change related efforts
    Improve key performance results including NPS, employee engagement and performance, as well as retention
    Minimum - 7 years of leadership/management experience in a contact center environment, with a background in digital and omnichannel distribution strategies
    Excellent leadership and team management skills, with the ability to inspire and enable transformation
    Strong influencing skills with the ability to embrace and demonstrate change management
    Post-secondary education in a related field
    Maintains all appropriate licenses and registrations for the role per provincial requirements
    Experience leveraging telephony technology such as Genesys is an asset
    CIP designation or working towards completion is an asset
    Allstate Canada Group has policies and practices that provide workplace accommodations.
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