- 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
- 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
- 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
- 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
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Claim Service Senior Manager - Canada - Allstate Canada
Description
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
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%
Operational – 40%
Qualifications:
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.
