Jobs
>
Markham

    director, service delivery - Markham, Canada - Allstate

    Allstate
    Allstate Markham, Canada

    6 days ago

    Default job background
    Description

    Who is Allstate:

    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. Serving Canadians since 1953, Allstate strives to reassure both customers and employees with its "You're in Good Hands" promise and is proud to have been named a Best Employer in Canada for nine consecutive years. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. To learn more, visit For safety tips and advice, visit

    Through our Employee Value Proposition, 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: Hybrid

    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

    Job description:

    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.

    Accountabilities:

    • Understand, develop and focus on driving the right behaviors that lead to an optimal customer experience through the use of customer feedback to achieve service target results
    • 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
    • Work collaboratively with other AORs to design, deliver and execute on solutions, recommendations, and tactics to improve results
    • Continuously iterate operating model and structure for optimal performance
    • Work collaboratively within Service and other business areas to proactively identify service trends and insights, potential impacts both financially and operationally and offer solutions to adverse trends
    • 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

    Qualifications :

    • Minimum 10 years of experience in relevant roles
    • Minimum 5 - 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 business acumen and analytical mindset to drive decision-making and improve customer service capabilities
    • Experience delivering outstanding customer service
    • Ability to interact effectively with internal or external customers and act with empathy
    • Strong influencing skills with the ability to embrace and demonstrate change management
    • Highly developed verbal and written communication skills with a demonstrated ability to present information in an organized, logical and effective manner to a wide variety of audience
    • Post-secondary education in a related field
    • Maintains all appropriate licenses and registrations for the role per provincial requirements

    Bonus qualifications:

    • 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. If you require accommodation, please let us know and we will work with you to meet your needs.

  • AVI-SPL

    Service Delivery Manager

    2 days ago

    AVI-SPL Markham, Canada

    : · **WHO WE ARE** · AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which ...

  • F12

    IT Service Delivery Manager

    2 days ago

    F12 Markham, Canada

    **Why F12?** · Look no further if you seek the fast lane into an IT career or wish to supercharge your professional development. You will work hard with a diverse team and gain exposure to technology services in scores of businesses; your resume will become rich with experience a ...

  • F12

    IT Service Delivery Manager

    1 week ago

    F12 Markham, Canada

    **Why F12?** · Look no further if you seek the fast lane into an IT career or wish to supercharge your professional development. You will work hard with a diverse team and gain exposure to technology services in scores of businesses; your resume will become rich with experience a ...

  • Enbridge

    Supervisor Utility Services Delivery

    3 days ago

    Enbridge Markham, Canada

    Posting End Date: · April 22, 2024 · Employee Type: · Regular-Full time · Union/Non: · This is a non-union position · We are seeking a Supervisor Utility Services to join our Enbridge team. · Do you have experience in Operations and the execution of training plans to meet trainin ...

  • BGIS

    Service Delivery Coordinator

    1 week ago

    BGIS Toronto, Canada

    Who We Are · Nous cherchons à embaucher un coordonnateur de la prestation de services bilingue (français/anglais) à temps plein pour travailler à distance à partir de l'Ontario. L'horaire de travail sera du samedi au mercredi. · RÉSUMÉ · Le coordinateur de la prestation de servic ...

  • Sun Life

    Service Delivery Manager

    1 week ago

    Sun Life North York, Canada

    You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspir ...

  • A.S.P. Incorporated

    Service Delivery Manager

    1 week ago

    A.S.P. Incorporated North York, Canada

    SERVICE DELIVERY MANAGER · - Are you passionate about safety & security while seeking opportunities in management?_ · For over two decades, ASP has been a pivotal player in the security and customer service sector across Canada. As a proud member of the ICTS Europe family, we ben ...

  • Metro Chaîne d'Approvisionnement Inc.

    Delivery Service Specialist

    1 week ago

    Metro Chaîne d'Approvisionnement Inc. Concord, Canada

    **JOB SUMMARY**: · Reporting to the Delivery Service Specialist Supervisor the Delivery Service Specialist's primary responsibility is providing direct-to-retail deliveries for a dedicated Metro customer. It is essential that the Delivery Service Specialist create a positive cust ...

  • Xerox

    Service Delivery Manager

    9 hours ago

    Xerox Toronto, Canada

    **City**:Toronto · **State/Province**:Ontario · **Country**:Canada · **Department**:Service Delivery · **Date**:Wednesday, February 22, 2023 · **Working time**:Full-time · **Ref#**: · **Job Level**:Manager · **Job Type**:Experienced · **Job Field**:Service Delivery · **Seniority ...

  • Fidelity Investments

    Service Delivery Representative

    1 week ago

    Fidelity Investments Toronto, Canada

    Job Description · Position - Service Delivery Representative - hybrid working pattern · Who We Are: · Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian market. We provide trade execution, clearing, custody and back-office supp ...

  • ALSTOM

    Service Delivery Supervisor

    2 days ago

    ALSTOM Toronto, Canada

    Req ID:435328 · Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated syste ...

  • OntarioMD

    Service Delivery Lead

    1 week ago

    OntarioMD Toronto, Canada

    **Service Delivery Lead** · **Job Band: 4** · **Location: Toronto** · The **Service Delivery Lead** is responsible for advancing OntarioMD's suite of products and services through the software development lifecycle, providing product leadership for operational support and contrib ...

  • Thales

    Service Delivery Intern

    9 hours ago

    Thales Toronto, Canada

    Location: Toronto, Canada · Thales people architect solutions that support 85 million mainline and suburban passenger journeys, worldwide, every day. Our Rail Signalling and Communication systems are used on metro lines across major cities, and 72,000 kms of route, 52,000 trains ...

  • Sun Life

    Service Delivery Manager

    1 week ago

    Sun Life Toronto, Canada

    You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspir ...

  • ThinkOn

    Service Delivery Manager

    6 days ago

    ThinkOn Toronto, Canada

    REMOTE · TORONTO, ONTARIO, CANADA. · FULL-TIME. APRIL 12, 2023 · Description · The · **Service Delivery Manager **will lead and be responsible for overseeing and improving the supply chain operations of ThinkOn IT equipment sourcing. The role will support the Engineer, Operations ...

  • ThinkOn

    Service Delivery Manager

    1 week ago

    ThinkOn Toronto, Canada

    The **Service Delivery Manager** will lead and be responsible for overseeing and improving the supply chain operations of ThinkOn IT equipment sourcing. The role will support the Engineer, Operations and Product team in all areas of procurement related to Infrastructure. This rol ...

  • OPTrust

    Manager, Service Delivery

    1 day ago

    OPTrust Toronto, Canada

    Manager, Service Delivery · Department: ITOS · Type: Permanent · Location: Toronto · Posting Date: August 1, 2023 · At OPTrust, · _paying pensions today, preserving pensions for tomorrow_ is our mission and business. · When you choose OPTrust, you join a team of smart, talented p ...

  • University Pension Plan

    Service Delivery Manager

    1 week ago

    University Pension Plan Toronto, Canada

    ABOUT UPP · UPP is the first pension plan of its kind in Ontario's university sector, proudly serving over 39,000 members across four universities and 12 affiliate organizations. Our purpose is to bring greater retirement peace of mind to the university sector by investing with i ...

  • Zenith System Solutions Inc.

    IT Service Delivery Specialist

    6 days ago

    Zenith System Solutions Inc. Toronto, Canada

    5 yrs minimum full time in a corporate/business environment · - Specific Responsibilities Planning & Administration · - Provide information and assist IT Service Delivery Manager with IT budgeting and cost control · - Follow and enforce Emerson policies regarding IT management, s ...

  • ALSTOM

    Supervisor Delivery Service

    9 hours ago

    ALSTOM Toronto, Canada

    Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated systems, customised s ...